Content reports: top articles and knowledge gaps
Learn what articles provide the best content and what knowledge gaps the AI has automatically detected.
Short answer: there are two reports under Content. Top articles shows your best performing content. Knowledge gaps finds the holes: articles that actually trigger more questions, search terms with no results, and low satisfaction scores.
The two reports
Top articles shows the most read articles, their helpful score, and the repeat visits. That's how you see which content really works, often good models to align the rest with.
Knowledge gaps might be the most useful report of them all. It spots articles that keep triggering questions, search terms where visitors found nothing, and content with low satisfaction scores. In other words: exactly where your knowledge base falls short.
Good to know
Knowledge gaps are your to-do list for the knowledge base. A search term with no results is a question you don't answer yet. Write an article for it and you'll catch those questions automatically from then on. That closes the loop with how Sarrai learns.
Two things to keep in mind. Article views are raw traffic: refreshing five times counts as five views, they are not unique visitors. And a lot of views doesn't mean "good article". A heavily read article can itself be a knowledge gap because it leads to tickets. The knowledge gaps themselves look at a 30-day window with no history: they come and go with that window and with the thresholds you set, not with whether the problem is actually solved.
Also searched as
"which articles work best", "gaps in my knowledge base", "where do visitors find nothing", "search terms with no results", "low satisfaction on content"
See also
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