Conduct a monthly review of Glean Analytics to identify gaps, update documentation, and share changes with the team.
A monthly knowledge gap review keeps your department's institutional knowledge current and complete. By systematically reviewing Glean Analytics, identifying gaps, updating documentation, and communicating changes, you ensure the team always has access to accurate guidance and that the department's knowledge improves month over month.
This practice transforms search analytics into a continuous improvement loop: queries that return low-confidence results or force users to click through multiple documents signal missing, outdated, or hard-to-find documentation. Addressing these gaps proactively reduces repeat questions and builds trust in the knowledge base.
Regularly audit Glean search results to ensure they match the current correct procedure and identify outdated documentation.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.
Use Glean Analytics to identify the most frequent search queries and where documentation is unclear or missing.
Block 30 minutes on your calendar each month for the knowledge gap review. Set this as a recurring event so the practice becomes routine.
Go to Glean's Analytics dashboard and review the most frequently searched queries from the past month. Look for patterns in what the team is asking.
Identify low-confidence queries and topics where users clicked through to multiple source documents. These signal that Glean could not surface a clear answer.
For each gap, determine whether the issue is missing, outdated, or hard-to-find documentation. Categorising the problem helps you decide the right fix.
Update or create the relevant SharePoint SOP. If the document is new, ensure it follows your department's naming and structure conventions.
Confirm the updated or new document re-indexes correctly in Glean. Search for a key term from the document to verify it now appears in results.
Share a summary of documentation updates with the team so everyone knows what changed and why. Include the changelog in a team email or shared document.
Scenario: Your monthly review shows that "[activity type] document checklist" was searched multiple times last month, with users clicking through several different SOPs before finding an answer. Diagnosis: The checklist exists but is buried in a general SOP. Users cannot find it quickly. Action: You create a standalone SharePoint document titled "[Activity Type] Document Checklist" with a clear, scannable list. You confirm it re-indexes in Glean by searching "[activity type] checklist" and seeing the new document appear. Changelog entry: "Created standalone [Activity Type] Document Checklist (previously embedded in [General Process Overview]). Searches for '[activity type] checklist' now return a direct answer." Outcome: Next month's analytics show improved results and users no longer click through multiple documents.
Conduct a monthly review of Glean Analytics to identify gaps in documentation. Update SOPs where needed and share a summary of changes with the team so everyone knows what was updated and why.
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.