Review Knowledge coverage gaps

Find customer questions that could not be grounded safely and turn repeated gaps into better knowledge.

Updated

Coverage Gaps shows questions that Protodesk could not ground safely in published Knowledge. Repeated gaps are signals to improve a source, add a focused article, or correct how content is organized.

Availability depends on your workspace plan.

Open Coverage Gaps

  1. Open Knowledge → Coverage Gaps.
  2. Choose a retrieval path, such as Ticket Context, Suggest, Auto-resolve, Legacy Assist, or Knowledge Chat. Select All to review every path together.
  3. Search for a category or question when you need a specific topic.
  4. Select a row to inspect example queries.

Each row groups unanswered questions by category and shows associated sources, the number of gaps, and sample queries. Expanded examples include the retrieval source and grounding state so you can understand where the failure occurred.

Decide what to change

For each repeated gap, ask:

  1. Should Protodesk answer this question at all?
  2. Does an accurate source already exist but use different language?
  3. Is the answer missing, outdated, contradictory, or too broad?
  4. Is the content published and assigned to the right language or category?

Then choose the smallest useful correction:

  • update an existing Knowledge article;
  • add a focused snippet for a stable fact;
  • import the authoritative source;
  • archive a conflicting source; or
  • leave the gap unanswered when a human decision is required.

Verify the improvement

  1. Publish the corrected source.
  2. Open Test knowledge.
  3. Reuse several real example questions from the gap.
  4. Review the answer and retrieved evidence.
  5. Confirm that the answer is accurate, current, and appropriately scoped.

[!WARNING]
Do not add speculative content simply to reduce the gap count. A safe handoff is better than a confident answer that is not supported by trusted knowledge.

Coverage is a quality loop, not a one-time cleanup:

flowchart LR
  Question[Customer question] --> Gap[Coverage gap]
  Gap --> Improve[Improve trusted source]
  Improve --> Test[Test knowledge]
  Test --> Question

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