Knowledge Base Audit
Comprehensive review revealing critical gaps in process documentation
The Challenge
Agents were making inconsistent decisions on similar customer issues. Quality audit teams noticed conflicting resolutions for identical scenarios across different time periods and agents.
"Same customer scenario, different outcomes. When we asked agents for their reasoning, they all pointed to different knowledge articles—each with slightly different guidance. The knowledge base had become a maze of contradictions."
We conducted a comprehensive audit of 100+ process articles, focusing on scenarios where quality issues and customer complaints were highest.
Critical Gaps Identified
14+
Critical Process Gaps
7
Conflicting Articles
100%
Documentation Updated
Gap Categories
Missing Timelines (5 Articles)
Articles stated "customer must contact within policy period" but never defined what the policy period was. No clear timeline for service denial.
Example: Wrong delivery article said "raise complaint till 7 days" but another said "no timeline defined." Agents confused on when to deny service.
Conflicting Information (7 Articles)
Same scenario with two different SOPs in different articles. Agents following whichever they found first, causing inconsistent resolutions.
Example: Mobile protection plan—one section said LCD damage covered, another said cosmetic damage NOT covered. Complete contradiction.
Incorrect Service Tier Info (3 Articles)
Articles stated services only available for premium tier but customers with standard service were receiving same benefits. Process reality didn't match documentation.
Example: Open box delivery article said "only for premium tier" but non-premium customers were getting it. Article had outdated information.
Undefined Post-Policy Scenarios (4 Articles)
No clear SOP for what happens when customers contact after policy expires. Agents creating returns inconsistently, some approving, some denying.
Example: Article said "return possible within 3 days post-policy" but gave no criteria. Agents creating returns for any reason beyond policy.
Real Examples
Wrong Delivery SOP Gap
Issue: Article mentioned "create incident with 5-day TAT" but agents supposed to share TAT from internal system, not article.
Impact: Agents giving wrong timelines to customers causing follow-up calls and complaints.
Fix: Article edited to reference internal system for accurate TAT instead of hardcoded timeline.
Warranty Claim Confusion
Issue: Article said "customer must connect within 48 hours" but didn't clarify 48 hours from when. Also no SOP for after 48 hours.
Impact: Inconsistent service denials. Some agents denying at 49 hours, others accepting at 72 hours.
Fix: Clarified 48-hour timeline starts from delivery date. Added post-48-hour service denial protocol.
Address Change Process Gap
Issue: SOP said "change via console if not shipped" but console requires tracking ID, which isn't generated until shipped. Circular logic.
Impact: Agents unable to help customers with pre-shipment address changes. High escalation rate.
Fix: Added alternate process for pre-tracking ID scenarios and third-party logistics handling.
Impact Delivered
14+ Process Gaps Documented
Complete catalog of contradictions, missing information, and outdated processes with specific article references.
Conflicting SOPs Resolved
Identified 7 cases where same scenario had multiple conflicting resolutions across different articles.
Timeline Clarity
Established clear service timelines and denial protocols where previously undefined or ambiguous.
Actionable Recommendations
Detailed article update recommendations with exact changes needed for consistency.
Our Recommendations
- Single source of truth - Consolidate conflicting articles into one authoritative process document per scenario
- Mandatory timeline definition - Every policy-related article must clearly state timeline and post-policy actions
- Quarterly KB audit - Regular review cycle to catch process changes before they create documentation gaps
- Agent feedback loop - Create channel for agents to flag conflicting or unclear articles in real-time
- Version control system - Track article changes with approval workflow to prevent unauthorized edits
Audit Your Knowledge Base
Ensure your process documentation is consistent, complete, and enabling agents to deliver excellent service.
Schedule KB Audit