KB User's Guide - Live Sites - Suggest a Document Link
Beyond allowing users to request information they could not locate, the Suggest a new document be created link help KB administrators identify content gaps, prioritize new documentation, improve search effectiveness, and better understand user needs. Over time, this feedback helps create a more comprehensive and useful knowledge base for everyone.
Benefits for End Users
- Makes users feel heard and involved in improving the knowledge base.
- Provides a clear feedback channel when needed information is missing.
- Reduces frustration by giving users a way to request help instead of leaving empty-handed.
- Improves self-service resources over time, leading to better search results and more complete documentation.
- Helps surface emerging needs that may not yet be documented due to new processes, technologies, or policy changes.
Benefits for Group Administrators
- Identifies content gaps by showing exactly what users are searching for but cannot find.
- Prioritizes documentation efforts based on actual user demand rather than assumptions.
- Reveals search and navigation issues, such as content that exists but is difficult to find.
- Tracks recurring requests, helping administrators recognize trends and high-impact topics.
- Improves content quality and coverage by using direct user feedback to expand the KB.
- Reduces repetitive support requests once commonly requested information is documented.
- Supports data-driven decision making by providing insight into user information needs.
- Increases adoption of the knowledge base as users see that requested content is being added and maintained.