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Run: Knowledge Base Content Gap Report Form

Capture recurring support questions, zero-result searches, and missing help topics in one structured report so your knowledge base team can prioritize the ri...

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Submission Overview

Short summary of the content gap, such as the topic or question pattern.
Name of the person submitting the report for follow-up and audit trail purposes.
Optional team, queue, or department associated with the gap report.
Date the gap was observed or reported.

Gap Source and Context

Select the main source that indicates the content gap.
Briefly explain the context, such as the ticket queue, search term, article name, or conversation channel.
Estimate how frequently the question or search appears.
Approximate count of questions, searches, or tickets related to this gap.

Unanswered Topic or Search Gap

Enter the exact wording if possible. Avoid including personal data unless necessary.
Identify the product, workflow, policy, or system the question relates to.
Indicate whether existing content is missing, outdated, hard to find, or insufficient.
Assess the user or support impact of the gap.

Content Recommendation

Choose one or more actions that would help close the gap.
Suggested title for a new or revised article.
List the steps, answers, or decision points the article should include.
Add links to related content, if available. Use only publicly accessible or internal knowledge base links as appropriate.

Audit Trail and Submission Notes

Include any context that would help the content owner assess the gap. Avoid unnecessary PII.
Check this box if a content owner may follow up with questions about the report.

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