How do we spot gaps in our knowledge base from recurring questions?

Review tickets, chat themes, and search misses to decide what to publish next in the Knowledge Base.

Harriet is only as good as the corpus you maintain. Gaps show up as repeated questions, low-confidence answers, or tickets opened right after chat.

Where to look

Tickets: tags or subjects that keep appearing (onboarding, expenses, IT access).
HR inbox themes: what your team answers by email even though it should be self-serve.
Pilot feedback: what champions say employees still ask in Slack or Teams.

What to do when you find a gap

Draft a short, factual knowledge article in plain language.
Assign groups and geography metadata if the answer is not universal.
Link from related articles so Harriet can hop between “overview” and “detail.”

Example

Five tickets this month ask “Do we pay for home internet?” You publish a two-paragraph policy snippet with effective date and expense link; similar tickets drop next month.

Guardrails

Do not copy vendor or client confidential material into global knowledge without review.
Date-stamp time-bound programmes (“2025 bonus FAQ”) so you retire them cleanly.