Cases Vs Knowledge Base Data Visualization Report

The Cases Vs Knowledge Base Data Visualization report is created for support teams to stay up-to-date on the case volume and the share of resolution articles for the incoming cases. Each resolution article is a knowledge article that can solve one or more cases. It helps Knowbler administrators:

  • Identify the gaps in existing knowledge. Find the overlap score between incoming cases and existing articles. The overlap score tells you the share of cases for which a knowledge article already exists.

  • Prioritize content creation. Once you know that a content gap exists, you can find cases (blue dots) at a distance from articles (green dots) for which knowledge should be created.

  • Discover new issue types. Hover the cursor over a blue dot (case) to find its subject and ID. That’s a way to discover new issue types.

Connecting the Dots: Cases and Articles

Cases and articles are represented as dots on the Cases Logged vs Knowledge Base Data Visualization board.

Each blue dot is a case. The number of blue dots on the board is equal to the number of cases logged in the past six months (default date range) in the selected Service Desk Management Tool. The case title or subject is displayed when you move the cursor over a blue dot.

The exact number of cases logged is captured right in the metric Cases. You can use the Case Created Date filter to view case data for a different time period.

NOTE.

The data is updated once a week so the new cases and articles may not show immediately on the report.

Figure: The Case Created Date filter.

Each green dot on the board is an article from the Service Desk Management Tool. Using the Case Created Date filter doesn’t have an impact on the number of green dots on the board because all articles are shown.

When a green dot (article) overlaps a blue dot (case), it means that the green dot is a resolution article for the case. In the next image you can see a resolution article. The article Title and ID are displayed when you move the cursor over a green dot.

Reading the Board

Looking at the board, you can:

Identify Content Gaps

The Cases vs Article Overlap score is a proxy for the content gap. It is displayed right on top of the board along with the number of cases logged (Cases) and all the articles in your Service Desk Management Tool (Articles).

Figure: Snapshot of the Cases logged, related Articles found, and the Cases vs Article Overlap score.

An overlap score of 100% means that all the logged cases during the selected time period have resolution articles. In the same context, a score of 0% means that there is no article related to the cases logged during the selected period. The scores 0% and 100% are extremes. You are unlikely to see them in real-life. For most support teams, an overlap score of 65-70% is considered normal. An overlap score of 70% means that only the remaining 30% of the logged cases deserve attention. The next section explains how to find those 30% cases.

Prioritize Content Generation

Once you know about the existence of a content gap, the next step is to locate it. The board makes that task easier. Notice all the blue dots (cases) that are at a distance from the green dots (articles). Each blue dot at a distance from a green dot is a case that doesn’t have a resolution article. Hover the cursor over the blue dot, note down the case title or subject and ask your writers to create a knowledge article around it. In the next image, there is no knowledge article for the case “Maintenance guidelines for generator u…”.

Discover New Areas for Content Expansion

While observing the blue dots on the board, you can discover all the issues that haven’t been documented in your knowledge base. For example, you can find several blue dots about a topic that no one planned to document. In the next image, there is no knowledge article for the highlighted blue dots.