Content gap to reviewed update
Turn search gaps, ratings and overdue review into a published improvement.
4 stages · 1 approval
Roles and responsibilities
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Step 1Triage the gap
Gap NumberQueryAudience ScopeAssigned ToInternal
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Step 2Check the current answer
Article NumberTitleOwnerLast Reviewed At
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Step 3Prepare and review the update
ArticleReview RoundSubmitted RevisionSequence
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Step 4Resolve the reader's problem
Review NumberArticleSubmitted RevisionSubmitted By
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Triage the gap
A verified zero-result search contributes once to the audience-scoped normalized ContentGap. Replayed search events do not inflate Frequency. KB Manager assigns an eligible Author, investigates repeated queries and may close irrelevant gaps as WontFix with a reason. A published answer resolves a gap only when its ResolutionVersion is current and accessible to that gap's audience. Publishing an internal answer cannot close a public search gap. Reopening or a later repeated query retains its observation trail.
Check the current answer
The review calendar uses effective template/default ReviewDueDate for every Live article, including articles with no ratings. Low helpfulness is a separate reason to review and never suppresses overdue maintenance. A changed answer follows a new review/publish round. For an unchanged current version, Author proposes a review-only confirmation; KB Manager validates the same version and records LastReviewedAt, LastReviewDecisionAt, next due date and contribution evidence. Ownership or draft activity alone does not reset review freshness.
Approval required
Prepare and review the update
If the answer changes, create a working revision and submit the complete locked packet. Assigned specialist reviewers check that exact revision, including related links and media. Returned work gets a fresh round after revision. Neither a high gap frequency nor a low rating authorizes bypassing required review. An unchanged-version confirmation cannot become approval of a later edited answer.
Resolve the reader's problem
Publish the approved version through KB Manager. Link an exact current ResolutionVersion when closing a content gap and confirm it is available to the gap's audience. An internal article cannot close a public gap, and a draft correction has not yet repaired the customer answer. Keep prior feedback, gap observations and version history so the result can be investigated if the same question returns.
Approvals and controls
1 approval required in this process
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Prepare and review the update
Author and assigned specialist reviewers signs · resolve the reader's problem waits
Articles, ArticleReviewRounds, ArticleApprovalSteps - Every live article remains in the review calendarIncluding unrated answers.
- Public and internal search gaps stay separate.
- Resolution requires an accessible current published version.
- Historical ratings remain attached to the version actually read.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Triage the gap | ContentGapsSearchQueriesAuthors | Assign a scoped gap or close it with a reason |
| 2 Check the current answer | ArticlesArticleVersionsTemplatesKBSettings | Review the effective due date and unchanged-version evidence |
| 3 Prepare and review the update | ArticlesArticleReviewRoundsArticleApprovalSteps | Complete the required review of a proposed improvement |
| 4 Resolve the reader's problem | ArticleVersionsContentGapsArticleFeedback | Make the reviewed improvement available to the intended readers |
Process reports
All reportsSearch Effectiveness
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
Article Engagement
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
Content Gaps Funnel
ContentGaps by Status: Open → InProgress → ResolvedArticleCreated / WontFix, with median time-to-resolve and total observed Frequency. Drills from gap to the resolving Article.
Article Lifecycle
Median days from Draft to Published, time spent in each Status, count of ChangesRequested round-trips per Article. Surfaces authoring-pipeline bottlenecks at the SME and Compliance steps.
Stale-Article Health
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
Author Contribution
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
Run by an agent
Agent support
Proto cannot approve the submitting author's work, skip required specialist review, edit a locked or published snapshot, expose internal content to customers or count incomplete observation windows as successful self-service. Promotion does not grant an author role.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› content gap to reviewed update · triage the gap on ContentGaps, SearchQueries, Authors
✓ A verified zero-result search contributes once to the audience-scoped normalized ContentGap.
› content gap to reviewed update · check the current answer on Articles, ArticleVersions, Templates, KBSettings
✓ The review calendar uses effective template/default ReviewDueDate for every Live article, including articles with no ratings.
› content gap to reviewed update · prepare and review the update on Articles, ArticleReviewRounds, ArticleApprovalSteps
⏸ approval · waiting for the author and assigned specialist reviewers
# 1 more stage after approval: resolve the reader's problem
Other processes
3 moreDraft to published answer
Move an exact article revision through the required reviews into publication.
4 stages · 1 approval
Search to useful answer
Deliver the permitted published answer and capture its actual reading context.
4 stages · 0 approvals
Support knowledge to observed outcome
Promote reusable support answers and measure complete customer reading windows.
4 stages · 0 approvals