• Jean-Marie Van Cutsem

Knowledge : How do you know what you do not know?

How do you know what you don't know during these times of 'Remote Working' while having less control over your workforce ?


In another blog, I focused mainly on what the end-users are looking for on the Self-Service Portal but now we're doing it the opposite way. It is even more important to understand what your end-users are searching for and do not find !


When this happens, users usually try searching for something else and/or give up, try to figure it out themselves (maybe resulting in doing something against company policies) or walking away with a lot of frustrations that the "System" does not work.... as always !!


An easy way to figure this out is to look at all the search results that lead to no conversions into knowledge articles or request templates.


How do you fix this?



  1. Users search for keywords that you had not thought about, so add them to the correct request templates and knowledge articles.

  2. Users search for something that is not yet documented, so create the missing articles and request templates if applicable

  3. Users search in different languages, so add the correct translations if applicable in your organization.


If it Works4Me then it Works4You




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