I’m the Sr. Technical Content Writer on my team and was hoping to use Knowledge Studio to help identify knowledge gaps so that I could proactively update and create new material. However, I’m not finding the suggestions helpful at all. When I open the suggestions, I make sure to open every associated ticket. If present, I also open the referenced existing documentation. I then recreate the prompts in the bot and every single time I’ve received a perfect answer. Knowledge Studio doesn’t seem to be finding any real gaps. Additionally, the text it suggests is often completely unusable. Most of the time, the suggested content says to refer to existing documentation. 😐 EXI has been proven more useful, specifically in APPAS AND SERVICES DETAIL > Generate Insights. I wish the two tools could actually be combined.
Who is finding Knowledge Studio useful?
Best answer by anaTyler
Thanks for sharing the feedback! I wanted to jump in and provide a couple of clarifications that may explain what you’re seeing with Knowledge Studio:
How Knowledge Studio generates recommendations
Knowledge Studio surfaces Knowledge Gaps and Knowledge Updates based on actual tickets filed by employees in the past month — specifically the ones that contain agent work notes, closed notes, or activity logs.
If a ticket doesn’t have that information, the system can’t extract the reasoning that tells us why the employee filed the ticket and whether an article would have helped. As a result, Knowledge Studio may not identify meaningful gaps unless that ticket-level detail exists.
So if you’re not seeing many Knowledge Gap recommendations, that generally indicates one of two things:
-
You truly may be in a good state — employees are finding what they need and not filing tickets for missing content;
-
Or your tickets may not consistently contain agent notes, which limits what the system can learn from.
Why you might be seeing repeated Knowledge Update recommendations
In cases where Knowledge Studio repeatedly suggests updates, it means that employees continue to file tickets about a topic that already has an article.
That signals one of two things:
-
The article may be outdated or missing key steps, or
-
The topic might not be realistically self-serviceable, even with an article.
At that point, human review is still required — our system highlights where attention may be needed, but the decision to update or rewrite knowledge rests with you.
Where EXI fits in
EXI can absolutely help you identify trending issues and potential knowledge gaps from a broader lens.
But today, there is no integration between EXI and Knowledge Studio, so EXI insights don’t directly feed Knowledge Studio recommendations.
Think of EXI as telling you “where employees are struggling,” while Knowledge Studio tells you “which articles might help resolve those struggles — if ticket notes exist.”
EXI will show you patterns, but you’ll still need to gather the details for creating or updating the knowledge itself. So yes, you can use EXI with Knowledge Studio and if you use EXI to find gaps you’ll need to come up with the details of the article you’ll need to write as there may be no ticket notes to help you generate the article.
Hope this helps!
Thanks for sharing the feedback! I wanted to jump in and provide a couple of clarifications that may explain what you’re seeing with Knowledge Studio:
How Knowledge Studio generates recommendations
Knowledge Studio surfaces Knowledge Gaps and Knowledge Updates based on actual tickets filed by employees in the past month — specifically the ones that contain agent work notes, closed notes, or activity logs.
If a ticket doesn’t have that information, the system can’t extract the reasoning that tells us why the employee filed the ticket and whether an article would have helped. As a result, Knowledge Studio may not identify meaningful gaps unless that ticket-level detail exists.
So if you’re not seeing many Knowledge Gap recommendations, that generally indicates one of two things:
-
You truly may be in a good state — employees are finding what they need and not filing tickets for missing content;
-
Or your tickets may not consistently contain agent notes, which limits what the system can learn from.
Why you might be seeing repeated Knowledge Update recommendations
In cases where Knowledge Studio repeatedly suggests updates, it means that employees continue to file tickets about a topic that already has an article.
That signals one of two things:
-
The article may be outdated or missing key steps, or
-
The topic might not be realistically self-serviceable, even with an article.
At that point, human review is still required — our system highlights where attention may be needed, but the decision to update or rewrite knowledge rests with you.
Where EXI fits in
EXI can absolutely help you identify trending issues and potential knowledge gaps from a broader lens.
But today, there is no integration between EXI and Knowledge Studio, so EXI insights don’t directly feed Knowledge Studio recommendations.
Think of EXI as telling you “where employees are struggling,” while Knowledge Studio tells you “which articles might help resolve those struggles — if ticket notes exist.”
EXI will show you patterns, but you’ll still need to gather the details for creating or updating the knowledge itself. So yes, you can use EXI with Knowledge Studio and if you use EXI to find gaps you’ll need to come up with the details of the article you’ll need to write as there may be no ticket notes to help you generate the article.
Hope this helps!
I think the issue is that when people are searching for information, the bot pulls the correct information, but contained within that information is a step telling the user that in order to gain access to X they need to submit a ticket. So, they opt to submit a ticket directly from the bot response, which maybe then indicates to the bot that the answer was NOT correct. For example, we’ve had several people submit tickets to get a laptop stand. When folks ask the bot “How do I get a laptop stand,” the response from bot is, “Submit a peripherals request to IT.” If those people submit tickets directly from the bot response, the bot is going to treat that as an incorrect response that warrants a knowledge update/new help documentation. At least...this is my theory.
Yes, that’s true. That can also be the case
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