Overview
The Knowledge Base Potential Issues feature helps organizations keep the SafeBase Knowledge Base clean, consistent, and high-performing. Because the Knowledge Base powers key features like AI Questionnaire Assistance and Trust Library Search, maintaining high-quality content directly improves accuracy and relevance across an organization's Trust Center operations.
What Are Potential Issues?
By resolving issues proactively, users improve the performance of AI-powered tools and reduce the risk of conflicting or outdated answers appearing in questionnaires or searches.
Potential issues are flagged groups of Knowledge Base entries that may need review for quality and consistency. SafeBase uses AI to detect and group these entries into one of two types:
Duplicate Questions: Exact question matches.
These typically offer little additional value and can create confusion, especially if their answers conflict.
Similar Questions: Near-identical questions with similar phrasing.
These can improve AI performance if consistent, but may cause issues if answers are contradictory.
Note: Potential Issues are considered within the same product, or overlapping products, if you are using multiple products within SafeBase. If you have the same question with different answers in your Knowledge Base, and those entries do not share any products, they will not be considered duplicates and will not show in the Potential issues tab.
When and How Potential Issues Are Detected
SafeBase AI automatically scans an organization's Knowledge Base overnight and flags any new potential issues.
Additionally, whenever a user adds or edits Knowledge Base entries, or resolves potential issues, a fresh analysis is triggered every hour to detect any resulting duplicates or similarities. These hourly checks run in small batches, so it is still best to wait 24 hours to see all new issues.
Up to 30 potential issues are shown at a time, ranked by how many entries each issue contains. As you work through the resolution options discussed below, you may refresh the page and see any additional issues.
Accessing and Reviewing Potential Issues
To find and work with potential issues:
Navigate to the Knowledge Base page in the SafeBase Admin App.
Click on the Potential Issues tab.
Click on any issue card to open a detailed, tabular view.
Table View Indicators
Gray row: The reference entry against which others are compared.
Yellow rows: Identical (duplicate) questions.
White rows: Similar questions.
Resolving Potential Issues
For each group, users have several resolution options:
Edit entries inline: Click into a field to update content directly in the table. Changes save automatically.
Delete entries: Select checkboxes and click Delete selected entries to remove outdated or redundant content.
Mark as complete: Click this button after resolving inconsistencies to remove the issue from the list.
Dismiss: If no changes are needed, click Dismiss to archive the issue.
Note: SafeBase recommends regularly reviewing and cleaning up potential issues to ensure the Knowledge Base remains reliable and effective.
Who Can Use This Feature
Only users with edit permissions for the Knowledge Base can view or resolve potential issues.