The KBA Gap Detection feature is an AI-based tool that helps you improve your knowledge base by identifying recurring issues that do not have any matching relevant articles. It works by periodically analyzing closed tickets and finding topics that are not currently covered in the knowledge base. Once the analysis is complete, the feature generates KBA Proposal drafts that can be further refined to match user needs

In the Service Desk application, you can do the following:

• Configure settings for KBA Gap.
• Review KBA Proposals.
• View reports related to KBA Proposals.

In the Administration application, you can do the following:

• At Services & Processes > Engine Activations, monitor the activity of the engine responsible for AI Proposals - KBA Gap.
  By default, the engine is scheduled to run daily.
• Services & Processes > Diagnostic Rules, manage diagnostic rules for KBA Gap.

Prerequisites

To configure a new service connection, your account must have an Administrator role and the necessary permissions to configure the service connection to M42Next.

The M42Next subscription used for the service connection must include the capability for the KBA Gap Detection feature.

Configure KBA Gap Detection

You can configure the parameters for KBA Gap detection in the Settings section of the Service Desk:

1. Click Settings to open the Global System Settings.
2. Click AI Proposals.
   
3. In the AI Proposals for Global System Settings > KBA Gap tab, customize the following parameters:
   1. Enabled: Enables or disables KBA Gap analyses.
   2. Initial Analysis Lookback Period (months): Defines the months of historical data included in the first analysis. This setting cannot be changed after saving it.
   3. Recurring Analysis Ticket Threshold: Defines the number of closed tickets required to trigger recurring KBA Gap Analyses.
      

For a practical example, read Use Cases - Review and Accept a KBA Proposal.

Review and Manage KBA Proposals

KBA Proposals Widget 

At Service Desk > Home > Home, you can use the KBA Proposals widget to monitor active KBA Proposals. Click on the widget to review a list of pre-filtered active proposals. From here, you can further review, edit, sort, and filter Knowledge Base Articles to address the identified knowledge gaps.

Reports: Knowledge Base Feedback Analysis 

At Service Desk > Reports > Knowledge Base Feedback Analysis, you can use the following widgets to monitor and manage KBA Proposals.

• Pending KBA Proposals: Shows the number of KBA Proposals with the Draft status.
• Generated KBA Proposals (last 30 days): Shows the KBA Proposals with the Draft or Final statuses, created during the last 30 days.
• KBA Proposal Conversion rate (last 30 days): Shows the rate of draft KBA Proposals that changed into KBA Proposals with the Final status during the last 30 days.

You can click on any widget to review a list of pre-filtered proposals. Here, you can sort, filter, edit, and even add Knowledge Base Articles. 

Diagnostic Rules for KBA Gap

The System Diagnostics in the Administration application runs the following Diagnostic Rules for KBA Gap:

• AI Proposals: Latest KBA Gap Analysis validation results: Shows errors that occurred during the last KBA Gap Analysis.

For a better understanding of how to run and configure System Diagnostics, access System Diagnostics and Server Logs.