Admin · Allow about 12 minutes
Before you begin
Workspace Owner or Admin with access to the relevant knowledgebase. Have a subject expert available to verify new or corrected guidance.
1. Separate Reader signals from AI findings
Open Reader signals from Home → Explore gaps, or the Knowledge Intelligence navigation. Start with Missing answers for searches without results and unanswered questions.
Use Article review to investigate article feedback and maintenance signals. Change Filter gaps by status and choose Apply filter to include in-progress or resolved work.
Check the knowledgebase, signal count, and existing content. Workspace-wide demand is not automatically a gap in every knowledgebase, and Priority is a triage score rather than AI confidence.
2. Assign and investigate the work
Open Manage signal on the relevant item. Choose an assignee, set Status to In progress, add useful Notes, and choose Save workflow.
Search the existing library as the intended Reader. The answer may already exist but be unpublished, poorly named, inaccessible, or placed in the wrong category.
For a genuine missing answer, use Create draft where available, then Open draft. For article-related signals, use Open article or Open draft to improve the existing guidance.
3. Verify and close the signal
Write or correct the guidance with the subject expert, review access, and publish the article through its normal publication action.
Repeat the Reader’s search or question and follow the relevant article. Check the actual answer, not just the presence of a search result.
Return to Manage signal and record the outcome. Choose Resolved when addressed, or Dismissed with a reason when the signal does not justify a content change, then Save workflow.
Use AI coverage findings separately for inferred coverage issues. A Reader signal is evidence to investigate, not an instruction to generate or publish content automatically.
Check your result
The signal has an owner, a documented outcome, and a verified Reader answer or a clear dismissal reason.
If something goes wrong
You cannot open Reader signals: ask an Owner or Admin; this queue is not available to every authoring role.
Create draft is unavailable: the signal may already have an article, be resolved, or require investigation of an existing article instead.
An answer exists but Readers cannot find it: check publication, permitted access, title, summary, and search filters before creating a duplicate.
The same phrase appears twice: check whether one signal is workspace-wide and another is knowledgebase-specific before resolving either.