Use Glean Analytics to identify the most frequent search queries and where documentation is unclear or missing.
When multiple officers search for the same information repeatedly, you have a signal that documentation is unclear, hard to find, or incomplete. Glean Analytics surfaces the most frequent search queries and their confidence scores, letting you identify knowledge gaps and prioritise documentation updates where they will have the greatest impact.
You use this guide to turn search patterns into a prioritised backlog of documentation fixes. Instead of guessing which SOPs need attention, you let actual usage data show you where officers are struggling.
Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.
Set up manager-approved verified answers for the most common and highest-risk questions to ensure team consistency.
Go to Glean's Analytics dashboard.
Review the most frequently searched queries from the past month.
Identify queries where Glean's confidence score was low, or where users clicked through to multiple source documents—both signal an unclear or fragmented answer.
For each gap identified, determine whether the issue is missing documentation, outdated documentation, or documentation that exists but is hard to find.
Update or create the relevant SharePoint SOP, and confirm it re-indexes correctly in Glean within a few minutes.
You open Glean Analytics and see that **"[NOC type] document requirements"** was searched [N] times in the past 30 days, with an average confidence score of [X]%. You click into the query detail and notice officers clicked through to [multiple] different SharePoint documents, none of which gave a complete answer. You diagnose the gap: the SOP exists but is split across [multiple] outdated documents and [an] email thread archived in Outlook. You consolidate the information into a single SharePoint SOP titled **"[NOC Type] – Document Requirements Checklist"**, publish it, and confirm Glean re-indexes it within a few minutes. The next week, the same query returns a single, high-confidence result.
Show me the top 10 most frequent search queries from the Registry team over the last 30 days, along with the average confidence score for each. Highlight any queries with confidence below 70%.
Compare written SOPs against how cases were actually processed to identify gaps between documented procedure and real practice.
Search Salesforce case history to find precedent for specialised or unusual activity requests.