# Knowledge Gap Finder Agent

Canonical: https://synconai.com/ai-agents/knowledge-gap-finder-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Runs in the background

The Knowledge Gap Finder Agent reviews the last 30 days of closed cases every Monday, finds topics that were solved without a Knowledge article, groups them, and drafts new articles for a Knowledge manager to approve.

Outcome: A Knowledge base that grows from real case history instead of guesswork, and fewer repeat cases.

- Works with: Knowledge managers and team leads
- Where: Background. Approval request by Salesforce approval and an optional Slack post.
- Runs on: Service Cloud, Salesforce Knowledge, Agentforce
- Best fit: Cross-industry service teams

A typical fit: A software support team closing 600 cases a month.

## How it works

- **Find gaps.** Group closed cases without articles into topics with counts.
- **Draft articles.** Draft a Knowledge article for each gap that meets the threshold.
- **Request review.** Send each draft for approval and report the week's results.

## The rules it follows

- The agent creates Draft articles only. It never publishes.
- Only create an article for a cluster with 5 or more cases.
- Remove customer names, emails, phone numbers and account names from every draft.
- Use only facts present in the case resolutions. If the resolution steps are unclear, write the article as Needs expert input and list the open question.
- Maximum of 10 drafts per weekly run.
- Never delete or edit existing articles.

## What we need from you

- Service Cloud with Salesforce Knowledge enabled and a Knowledge manager user.
- At least 3 months of closed cases with resolution comments.
- Your approver and the article template fields.

## Not included

- Publishing or retiring articles.
- Editing or merging existing articles.
- Translating articles.
- Real time suggestions to agents while they work a case.

## FAQ

### What does the Knowledge Gap Finder Agent do?

The Knowledge Gap Finder Agent reviews the last 30 days of closed cases every Monday, finds topics that were solved without a Knowledge article, groups them, and drafts new articles for a Knowledge manager to approve. A Knowledge base that grows from real case history instead of guesswork, and fewer repeat cases.

### Which Salesforce products does it run on?

Service Cloud, Salesforce Knowledge, Agentforce. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Background. Approval request by Salesforce approval and an optional Slack post.

### What does it not do?

Publishing or retiring articles; Editing or merging existing articles; Translating articles; Real time suggestions to agents while they work a case.

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us