Manage unanswered queries

The Unanswered queries tab in the Article feedback manager captures feedback submitted by readers who searched for something in your knowledge base and received no results. Each entry reveals a gap between what your readers expect to find and what your content currently covers. Managing these entries helps you close content gaps, improve keyword coverage, and make your knowledge base more discoverable.

Accessing the Unanswered queries tab

1. Navigate to Feedback manager () in the left navigation bar on the Knowledge base portal.
2. Click Articles.
3. Select the Unanswered queries tab.

Responding to unanswered query feedback

1. Review the search query displayed for a feedback item to understand what the reader was looking for but could not find.
2. Read any additional comments the reader provided for more context.
3. Select a team member from the Assignee dropdown to assign the feedback to the most relevant person.
4. Take the necessary steps to address the gap. Common actions include:
   • Creating a new article on the topic the reader searched for.
   • Updating an existing article to include the missing information or keywords.
   • Adding relevant search keywords to articles so they surface for similar queries in future.
5. Add notes or updates in the Discussions & history field to document what action was taken.
6. Update the Status to reflect the feedback's current progress.

Feedback status reference

Assigning feedback and changing status

To update multiple unanswered query items at once:

1. Select the checkboxes next to the items you want to update. Only items with an Open status can be selected.
2. Click () Assign feedback or () Change status from the toolbar above the list.

The Manage feedback pop-up appears.

3. To assign the items, click the Assign dropdown and select the desired team member. Use the search field to find a user by name.
4. To update the status, click the Select status dropdown and select the desired status.
5. Click Save.

Managing unanswered query feedback from the Overview page

The Tasks card on the Overview page also displays unanswered query feedback items assigned to you from the Feedback manager.

Each feedback task displays the feedback title, task type, status, due date, and assignee. You can take the following quick actions by hovering over a task or selecting its checkbox:

• Snooze (): Temporarily postpone the task. Choose Tomorrow (9 AM), Next week (Monday, 9 AM), or a custom date and time.
• Manage feedback (): Assign the feedback to any user or set its status to Open, Planned, In progress, Complete, or Closed.

Clicking a feedback task on the Tasks card takes you directly to the corresponding item in the Unanswered queries tab of the Feedback manager.

Filter and export unanswered query feedback

Use the Filter option to narrow down the list by:

• Application: Both, Knowledge base, or Knowledgebase assistant.
• Assigned to: Filter by a specific contributor's name.
• Feedback type: Select all, Dislike, or Like.
• Status: Select all, Open, Planned, In Progress, Complete, or Closed.
• Date range: All, 7 days, 30 days, 3 months, 1 year, or a custom date range.

To export the data, click Export CSV (). Up to 90 days of feedback data can be exported at a time.

Best practices

• Review the Unanswered queries tab at least weekly to catch recurring search terms that indicate missing content.
• Group similar unanswered queries before creating new content: if multiple readers searched for the same term, a single well-written article likely resolves all of them.
• When adding keywords to existing articles, focus on the exact phrasing readers used in their queries, as this improves search relevance directly.
• After creating or updating content to address a query, mark the feedback as Complete and note the article title or URL in the Discussions & history field for traceability.
• Coordinate with the content team by using the Assignee field to route queries to the subject matter expert best positioned to fill the gap.

FAQ