Knowledge Base Health Audit (QA)

Knowledge Base Health Audit (QA)

1. 01

   Inventory all knowledge base articles and map them to the top 20 support queries from the last 90 days

   Pull ticket volumes by category from the helpdesk, then tag each article with the query types it addresses. This exposes coverage gaps where agents are answering the same question repeatedly without a canonical source.

2. 02

   Measure article freshness by checking the last edit date and flagging anything older than 180 days

   Stale articles drift from current product behavior and confuse both agents and customers. Set a review cadence that matches the client's release cycle, not a calendar quarter.

3. 03

   Test article accuracy by having two agents independently follow the instructions on a sample of 10 articles

   Ask them to complete a representative task, like resetting a password or configuring an integration. Divergent outcomes reveal where the documentation is ambiguous or wrong.

4. 04

   Check whether the knowledge base is actually used by reviewing internal search logs and article views

   If agents are not opening articles, the content may be hard to find or not trusted. Low usage also signals that the knowledge base is not integrated into the agent workflow.

5. 05

   Verify that AI-assisted responses cite the correct articles and do not hallucinate steps

   With AI agents now resolving up to 70% of inquiries in some platforms, a wrong citation can scale a bad answer across hundreds of conversations. Spot-check AI-generated replies against the source articles.

6. 06

   Confirm that knowledge base permissions match the client's security requirements

   Internal notes, pricing pages, or client-specific data should not be visible to end customers. Review the sharing settings and test with an external account.

7. 07

   Document the audit results in a scorecard that ranks each article by coverage, freshness, and accuracy

   Share the scorecard with the client and agree on a remediation plan. This turns the audit into a repeatable deliverable that justifies the retainer.