KnowledgeOps
From static documentation → living organizational knowledge

Knowledge Health

Live view of where the knowledge base is failing — gaps with no article, and articles drifting from how issues are actually being resolved.

78%
KB Coverage
6
Open Gaps
4
Drift Alerts
11
Articles Published (30d)

Detected Gaps

Recurring questions with no reliable article

VPN token reset — no article covers current flow

Employee IT · asked 47× in last 30 days

47×

Invoice export failing for multi-currency accounts

Billing · asked 22× in last 30 days

22×

SSO login loop on mobile app

Access · asked 15× in last 14 days

15×

Drift Alerts

Published articles contradicted by recent resolutions

"Resetting your password" — steps no longer match UI

Last verified 7 months ago · 19 conflicting tickets

19×

"Exporting reports to CSV" — menu path changed

Last verified 4 months ago · 12 conflicting tickets

12×

"Adding a teammate" — approval step now required

Last verified 5 months ago · 8 conflicting tickets

8×
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VPN token reset

Flagged as a knowledge gap — no existing article reliably resolves this, so every occurrence is being solved manually.

Evidence

#4821 — "My VPN token expired, how do I get a new one?"Resolved manually
#4809 — "Can't reset VPN token from portal"Resolved manually
#4788 — "VPN keeps asking for a token I don't have"Resolved manually
+ 44 more matching tickets in last 30 days
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Review Draft

Generated from a verified agent resolution. Nothing publishes until a human approves it.

Source — Resolved Ticket #4821

Agent note: Walked user through Settings → Security → VPN Access → Revoke, then Generate New Token. Had to explain the token only shows once and must be copied immediately.

AI-Drafted Article

How to reset your VPN token

  1. Go to Settings → Security → VPN Access
  2. Select "Revoke" on your current token
  3. Click "Generate New Token"
  4. Copy the token immediately — it will not be shown again
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Freshness Alert

⚠ This article contradicts 19 recent ticket resolutions — the interface has changed since it was last verified.

Published — Last Verified 7 Months Ago

Resetting your password

  1. Go to Account → Security
  2. Click "Forgot Password"
  3. Check your email for a reset link

Proposed Update — From Recent Resolutions

Resetting your password

  1. Go to Account → Security → Login Methods
  2. Click "Reset Password" (moved under Login Methods in the recent update)
  3. Confirm via the two-factor prompt, then check your email for the reset link