Automated SAP Knowledge Gap Report
Every Monday, WebRun opens SAP Service Cloud, reads the cases closed in the past week, groups them by the question customers actually asked, ranks the themes with no knowledge base article behind them, opens a Trello card per article to write, and files the report in Google Drive.
How do I find the support questions our knowledge base does not answer?
Every Monday, WebRun opens SAP Service Cloud, reads the cases closed in the past week, and groups them by the question customers actually asked. It ranks the themes with no knowledge base article behind them, opens a Trello card per article to write, and files the report in Google Drive.
- Every proposed article is backed by the cases that prove people keep asking
- The article backlog is ranked by case volume, not by opinion
- Recurring gaps stand out across weeks in the Google Drive history
Built for support leads · knowledge managers · customer service teams · self-service owners
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.sap.comin a real browser with your saved login - no setup, no API keys. -
1
SAP Service Cloud - read the week's closed cases
sap.com
WebRun opens SAP Service Cloud to read the week's closed cases. - Open SAP Service Cloud and list the cases closed in the last seven days
- Read the subject, category, and resolution on each so the underlying question is clear
- Group cases that asked the same thing and count how many customers raised each theme
Done when The week's closed cases are grouped into themes with a count against each.
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2
Trello - open a card per article to write
trello.com
WebRun opens Trello to open a card per article to write. - Check each theme against the knowledge base articles that already exist
- Open a card for every theme with no article, ranked by how many cases it caused
- Put the case numbers and a suggested title on the card so the writer starts with evidence
Done when Each unanswered theme has a Trello card with its case count and evidence.
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3
Google Drive - file the weekly gap report
drive.google.com
WebRun opens Google Drive to file the weekly gap report. - Save the week's gap report as a dated file in your support folder
- Include every theme, its case count, and whether an article already covers it
- Keep earlier weeks in place so recurring gaps stand out over time
Done when The dated knowledge gap report is filed in Google Drive.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it publish articles to the knowledge base?
No. WebRun proposes what to write and leaves a Trello card for a person. Nothing is published to customers, and no case is edited or reopened.
Does it contact any customer?
No. It reads closed cases and writes internally only, to Trello and a file in your Google Drive. No customer is emailed or surveyed.
How does it decide an article is missing?
It groups the week's closed cases by the question asked, then checks each theme against the articles you already have. Themes with several cases and no article are ranked at the top.
Related templates
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