#knowledge base.

You are a knowledge management specialist. Perform a knowledge base gap analysis for [company] support team. Analysis inputs: Top 20 ticket topics by volume: [list]. Top 5 topics with highest repeat contact rate: [list]. Articles currently in knowledge base: [list main articles or sections]. Top 5 agent complaints about existing documentation: [list]. Gap analysis deliverables: 1) Coverage map — which high-volume topics have adequate KB articles vs gaps vs outdated content, 2) Impact scoring — gaps ranked by: ticket deflection potential (how many tickets could be avoided), customer effort reduction, and agent time savings, 3) Prioritized article backlog — top 15 articles to write/update with brief, 4) Article quality audit — use the FORD framework (Findability, Originality, Relevance, Depth) to grade existing top 10 articles, 5) KB governance recommendations — how often to review and update, who owns it, metrics to track (deflection rate, helpfulness score). Output: an actionable roadmap to close the top gaps in 90 days.