Identify Knowledge Gaps
Review unanswered questions and fill missing knowledge.
When Respeak cannot answer a question, a knowledge gap is created. This means the required information is missing from your expert's knowledge base. Respeak collects these gaps automatically so you can fill them in a targeted way.
What Are Knowledge Gaps?
A knowledge gap appears whenever a question could not be answered - or could only be answered insufficiently. Respeak detects this automatically and records the question. Similar questions are grouped together, so you can quickly see which topics come up most often.
Finding Knowledge Gaps
You will find knowledge gaps in your expert settings under the Knowledge Gaps tab. There you see a table listing all open, resolved, and ignored knowledge gaps.
The Three Status Categories
At the top of the view there are three filter cards. Click a card to display the corresponding category. The number on each card shows how many entries it contains.
Status | Description |
|---|---|
Open | Questions that have not been answered yet and need attention. You can see the question, the date it was first asked, and an optional assignee. |
Resolved | Knowledge gaps that have already been filled because matching knowledge was added. You can also see who resolved the gap. |
Ignored | Questions you have deliberately skipped - for example because they are not relevant or fall outside the expert's scope. |
Working with Knowledge Gaps
Add Knowledge
Find the gap
Locate the open knowledge gap in the table.
Add content
Click the Add knowledge button. You will be taken to the knowledge management area where you can add new content that answers the question.
Ignore a Knowledge Gap
If a question is not relevant, click the Ignore button next to the corresponding knowledge gap. The question moves to the Ignored category. You can reverse this at any time by clicking Undo ignore in the Ignored category.
Delete a Knowledge Gap
To permanently remove a knowledge gap, click Delete and confirm the prompt.
Delegate to a Team Member
You can assign open knowledge gaps to members of your team. Click the dropdown in the Assignee column and select a team member. That person will receive the task to add the missing knowledge.
For public experts, you can assign a task to any member of the workspace. For private experts, only people who have access to the expert are available.
Grouped Questions
When multiple users have asked similar questions, Respeak automatically groups them together. Click a grouped knowledge gap to expand it and see the individual questions.