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Knowledge Health

Keep your knowledge base up to date

Knowledge Health analyses your resolved tickets and conversations, finds where your documentation falls short, and drafts knowledge suggestions to fill the gaps. Up-to-date docs mean customers find answers on their own — fewer tickets, shorter queues, and less time spent on manual documentation work.

Benefits

  • Deflect more tickets — Up-to-date docs mean customers resolve issues themselves, without raising a ticket.

  • Reclaim 30% of documentation time — No more manually trawling tickets, identifying gaps, and updating articles.

How it works

Every time a ticket or conversation is resolved, Knowledge Health runs automatically in the background.

  1. Gap detection — The system analyses the resolved ticket to identify questions that needed human intervention, where your existing documentation couldn't help the customer.

  2. Knowledge suggestion draft — It pulls the resolution from the closed ticket — specifically what the agent did to solve the problem — and drafts a reusable Q&A from it, structured so a customer can follow the steps themselves.

  3. Quality checks — Before surfacing anything, two automated checks run:

    • Eligibility check — Is this answer something a customer can act on themselves? Observation-only or escalation-only resolutions are excluded.

    • Deduplication check — Does this Q&A already exist? Duplicates are filtered out.

  4. Publishing — Depending on your configuration, knowledge suggestions are either auto-published to your knowledge base or placed in a review queue for your team to approve.

How to set up Knowledge Health

Limited availability: This feature is currently available in limited availability. Contact your customer support POC to enable it.

Knowledge Health is installed as a snap-in.

  1. Go to Settings > Snap-ins > All Snap-ins.

  2. Search for Knowledge Health and click Configure.

  3. Review the configuration options:

    Option

    Description

    Analyse new tickets and conversations

    Creates knowledge suggestions each time a ticket or conversation is resolved. This runs continuously in the background.

    Historical Analysis

    Analyses up to 2,000 previously imported tickets and surfaces knowledge suggestions before you go live — giving you an immediate view of your existing gaps.

    Publishing mode

    Choose how knowledge suggestions are published to your knowledge base. Auto-publish (default) publishes suggestions directly, no review needed. Manual publish creates suggestions in draft state for your team to review and approve first.

  4. Click Enable.

Once enabled, a confirmation modal will appear:

Knowledge Health enabled. Your tickets and conversations are being analysed and the system is being set up. View the Knowledge Health dashboard after 24 hours of installation to see your first knowledge suggestions.

How to use Knowledge Suggestions

Once Knowledge Health is enabled, your knowledge suggestions appear in the Knowledge Health dashboard.

Finding the dashboard

Go to Explore > Dashboards and search for Knowledge Health. Pin it to your sidebar for quick access.

Reading the dashboard

The dashboard shows three key metrics:

  • Knowledge Suggestions — Total suggestions generated from analysed tickets and conversations.

  • Tickets Resolved — Total resolved tickets analysed.

  • Conversations Resolved — Total resolved conversations analysed.

  • Citations — Shows usage of published knowledge suggestions by the CX agent when resolving customer queries.

Below the metrics, the Knowledge Suggestions table lists every suggestion with its source (ticket or conversation), linked Q&A, product part, and created date.

Reviewing a knowledge suggestion

  1. Click any row in the Knowledge Suggestions table to open the suggestion.

  2. Review the question and answer drafted by the system.

  3. Check the source ticket linked in the panel to validate accuracy.

  4. Take one of the following actions:

    • Publish — Adds the Q&A to your knowledge base immediately.

    • Edit then publish — Make changes to the question or answer before publishing.

    • Archive — Dismiss the suggestion if it is not relevant or accurate.

Auto-publish mode

If you enabled auto-publish, suggestions are published directly to your knowledge base without review. You can still view all published suggestions in the dashboard and archive any that are not accurate.

Switching publishing mode

Admins can switch between Auto-publish and Manual publish at any time. Go to Settings > Knowledge Health and update the Publishing mode option.

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