Content reports: top articles and knowledge gaps

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.

One more nuance on "unanswered and abandoned", and it matters now that Sarrai asks back on a vague opener. If she asks a clarifying question and the visitor drops off after that, there was never an "outside my knowledge" answer, so that conversation doesn't count here. The vaguest and worst covered topics are exactly the ones that disappear from this report that way. A conversation that still turns up nothing after the follow-up does count normally. See How Sarrai works: from question to answer.

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

• Keeping your content up to date
• Opening, filtering, and drilling into a report