I missed taking a screenshot of the error, but the error in the top right corner said “Failed to Expand Knowledge Base”. I've attempted several times to move through the builder, but keep landing on this error. We have over 1400 articles.
I mostly want to use the Knowledge Builder to discover content gaps from cases. I don't need it to build me a new Knowledge Base.
Hi @liz14 ,
Thanks for the feedback. The Knowledge Builder feature is designed for the customers who either don't have a HC yet or need to start from the beginning. It won't work as a mechanism to detect knowledge gaps. However that't something that we are working on at the moment and we might have something available for you towards the end of the year.
Oh, then the description of the EAP should include that. The way it is currently worded, “Enhancing an existing help center with Knowledge Builder” by pulling content from support tickets from the past 90 days, makes it sound like it would work for my use case.
Oh, that's disappointing. The EAP description should be updated then because “If you already have a help center, you can use Knowledge Builder to analyze your Support ticket data and suggest additional articles to enhance your existing help center.” This sounds like the use case I am trying to achieve.
You are right Liz, apologies for misleading you. It should be working also for existing knowledge bases and unfortunately a few other customers are experiences similar behavior as you. The team is investigating it as we speak and hopefully they will find solution soon.
Facing the same issue and the same use case! Would love to get this up and running soon. Thanks!
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