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Knowledge Base
Content Health
Real-time content health, diagnostics, and maintenance — what to check, what signals a problem, and how to keep your knowledge base accurate and AI-ready over time.
Content health checklist
Run this checklist quarterly to catch content problems before users notice them.
Coverage
All common customer questions have a corresponding article
All common employee questions are documented
Product features are explained with clear how-to content
Billing, account, and policy topics are covered
Escalation paths exist for complex or sensitive topics
Quality
No two articles contradict each other
Terminology is consistent across all articles
Every article has a direct answer in the first paragraph
No article is more than 12 months out of date
All steps are numbered and specific
AI readiness
FAQ articles exist for all high-volume questions
A defined list of topics the bot should not answer
Human handoff triggers are documented
Fallback responses written for unclear queries
Chatbot tone guide is defined and consistent
Maintenance
Article ownership is assigned and documented
Content update schedule is defined
Broken links are checked regularly
Search terms are reviewed quarterly
New features are documented before support tickets pile up
Key metrics and what they mean
Track these after launch. Each one drives a specific action.