We didn’t have an article for that yet.
A new product or a changed way of working raises questions. See where knowledge still needs to be supplemented.
No Answer log
No answer?That’s whereimprovement begins.
Which questions can Archie not answer yet? The No Answer log shows you where answers are missing. Use these signals to expand your Knowledge in a targeted way and better support your team.
- Unanswered questions made visible
- Real questions as a starting point
- Work purposefully on better knowledge
From a missing answer to a concrete improvement point.
Archie · Insight & qualityNo Answer log
What can you learn from an unanswered question?
A customer asks
“Can I return my online order in the store?”
No complete answer
In this example, the available knowledge contains no clear policy on returning items in the store.
Start with the question. What exactly did the customer want to know?
Topic · Returns
Returning by mail is described. Returning in store is not.
Knowledge to add
Check whether this policy is missing from the returns article or described elsewhere.
Investigate the knowledge. What information is needed for an appropriate answer?
A possible improvement action
Complete the returns policy.
Check the content first
Have the content owner confirm the correct policy and add it to the article before publication.
Improve the source. Then check whether the question can be answered properly.
Illustration with fictional content. Not a live product view.
Listening to what still doesn’t workThe question is already there.
The question is already there.
Now all that’s needed is the right knowledge.
An unanswered question gives you a concrete reason to investigate the knowledge base. For example, when dealing with a new situation, an exception or an unclear policy.
The basics are there. This case is not.
A general explanation may be useful, while a specific customer question may require additional conditions or a different next step.
There is information, but no clear answer.
Investigate whether the explanation is complete and clear enough. Sometimes better wording helps more than an additional article.
How to use the No Answer log
From unanswered questions to better knowledge.
Use the No Answer log as a starting point for your knowledge management. You can see which questions need attention and decide for yourself how to follow them up.
Review the unanswered question.
What was someone trying to find out? Start with the specific question from the customer or employee.
Investigate what is missing.
Compare the question with your available knowledge. Is an agreement, an exception or an explanation of the next step missing?
Update the knowledge and review it.
Add the right information, have it reviewed for accuracy and publish it through your usual process. Then check again whether the question can be answered.
From signal to improvement
This is how it fits together.
01
No Answer log
Which questions remain unanswered?
02
Insights
Which themes and knowledge gaps do you see recurring?
03
Knowledge
Which knowledge will you supplement or clarify?
Make follow-up practical
A signal only becomes valuable when you act on it.
Make reviewing the No Answer log part of your knowledge management. Set a clear priority and assign someone to take ownership of the content.
What will have the greatest impact?
For example, start with questions that hold customers back, require employees to spend a lot of time searching for answers or recur frequently. Use these insights to support your decision.
Who knows the correct agreement?
Assign the improvement point to the person who knows the content. Have them confirm what the answer should be and which conditions apply.
Does the new knowledge really help?
After the change, check whether the article is clear and whether the original question can be answered properly. Use new signals to continue improving.
Go deeper with Archie Insights
From individual questions to a broader pattern.
The No Answer log shows where answers are not being provided. With Insights, you investigate the underlying themes and knowledge gaps. This allows you to work more purposefully on your Knowledge.
Identify themes in missing answers.
Insights bundles fully or partially unanswered questions into recognizable themes. This helps you investigate related questions.
Turn a knowledge gap into a draft.
From a knowledge gap or topic, you can use Insights to draft an article. Your team adds the right content and reviews it.
Stay in control of the editorial process.
A draft is not published automatically. It goes through the regular editorial process, so you decide what is added to the knowledge base.
Good to knowYour questions.
Your questions.
Clearly answered.
This is what you need to know about the No Answer log and improving your knowledge.
What is the No Answer log?
The No Answer log shows which questions Archie was unable to answer. You use these questions to investigate where knowledge is missing or clarification is needed.
Does an unanswered question always mean that knowledge is missing?
You cannot conclude that from the absence of an answer alone. Review the question and the available knowledge. Information may be missing, an agreement may be unclear, or the situation may require additional context. The signal is the starting point for your investigation.
How is it different from Insights?
The No Answer log focuses on questions that remain unanswered. Insights provides broader analyses of questions, topics and performance. You can use it to investigate knowledge gaps further and get help drafting articles.
Is missing knowledge published automatically?
No. Reviewing the log does not automatically change your knowledge. An article drafted via Insights also follows the regular editorial process and is not published automatically.
Are questions from Microsoft Teams included as well?
Yes. Conversations with Archie in Microsoft Teams are included in the reports, Insights and No Answer analysis. This also lets you see where employees did not receive an answer via Teams.
How do we get started with this in our team?
Choose an application and review a number of unanswered questions. Agree on who will assess the relevant knowledge, which improvements should take priority and when you will check the results. In a personal demo, we show how this fits your situation.
Make it personal
Which questions are left unanswered in your organization?
Bring along a recognizable customer or internal question. Discover with an Archie expert how to use missing answers to improve your knowledge.
Your practice as the starting point. Together with an Archie expert.