Close a Content Gap via a Channel

🎯 Who this article is for: Content owners who have been assigned a gap and want to resolve it by creating a post in a channel.

💼 Package requirements: Knowledge Engine add-on, available on Starter, Growth, and Enterprise packages.

🔒 Permissions: Users who have been assigned a gap and have access to at least one channel where the content would logically live.

💻 Desktop only: The gap closure workflow is not available on mobile.

🔎 Part of a series: This article covers the channel-based path through the gap closure workflow. For an overview of the full workflow, see Close a Content Gap.

1. Overview

Some information does not need a home in your intranet's navigation. It just needs to reach people clearly, in a place they already check. Resolving a gap through a channel post is the right call when the answer is self-contained — something that stands on its own rather than belonging to a larger document.

The channel-based path opens a post creation page where you write your answer or optionally use Knowledge AI to generate a first draft from source material. Once you are satisfied with the content, you select the most relevant channel and publish. You then mark the gap closed once it is live. Quick to do, and one less question your colleagues have to ask.

2. Should I resolve a gap in a page or a channel?

Use this as a quick guide if you are deciding between the two paths.

Create a post in a channel when:

• The information is self-contained and tied to a moment, such as an update, announcement, or clarification.
• It does not need to be structured or maintained as a standing reference.
• A feed-based format fits the content better than a document would.

Update an existing page when:

• The information is reference material people will return to, such as a policy, process, or guide.
• The content benefits from structure, such as sections, headings, or specific widgets.
• It needs a fixed, consistent home in your intranet that grows and stays up to date over time.

🔎 For the page-based path, see Close a Content Gap via a Page.

3. Use cases

• Share a timely answer that colleagues keep asking for: When the same question comes up repeatedly in conversations or messages, a well-written channel post gives everyone a single, clear answer to point to. Closing the gap this way means the information is out there, findable, and no longer dependent on one person to repeat it.
• Clarify something after a process or policy change: When something in your organization shifts and people are searching for updated guidance, a channel post is a fast way to get the right information in front of the right people. The gap gets resolved and colleagues are no longer left guessing about what applies now.
• Give a direct answer when documentation would be overkill: Not every gap needs a full page. Sometimes a colleague searched for something simple; a quick clarification, a number, a short process, and came up empty. A channel post is the right tool when the answer is brief, complete on its own, and does not need headings, sections, or ongoing maintenance to be useful.

4. Before you begin

• You must have a gap assigned to you to use this workflow. Only platform admins can assign gaps. Once assigned, you will receive an email notification with the gap title, description, search volume, impact data, and a link to open the gap directly.
• You need editing rights to at least one channel where the content would logically live.
• Some channels restrict posting to editors only. If you do not have the right access, contact your platform admin or the channel owner before starting.
• You can only resolve gaps through posts, not articles.

5. Close a gap via a channel

This section covers the channel path through the gap closure workflow, picking up from where you select Create a post in the first step of the gap closure process. If you have not yet started the gap closure flow and chosen your closure method, start with Close a Content Gap.

Find a channel

The system recommends relevant channels. You can also scroll through the full list or use the search bar to find a specific channel.

The list includes channels you are a member of and channels that are open to everyone. Channels that restrict posting to editors will still appear in the list, but you will not be able to post in them if you are not an editor.

🗒 Note: If you cannot click Create post next to a channel, you do not have the access needed. Contact your intranet admin or the channel owner to request access.

When you find the channel you want to post to, hover over it and click Create post next to it. Your content will be placed in the channel post editor.

Write your post

1. Write your post directly in the text field or click Help me write to generate a draft from source material using Knowledge AI. If you choose to use Help me write:
   1. Upload a file, paste a note, or add source material.
   2. Confirm your sources.
   3. Click Regenerate at the bottom to produce a draft based on your input.
   4. Review and edit the content before continuing.
2. The gap coverage indicator updates as you work. See How does the gap coverage indicator work? in the FAQ of this article for more detail.
3. When you are satisfied with the content, click Continue. You will be taken to the channel selection step.

💡 Tip: Click Save & exit at any point to save your progress and return later. All your work is preserved.

Publish your post

1. Review the post and make any further adjustments using the post formatting options.
2. Click Post to publish.

💡 Tip: Read the post as if you are the person who searched for this information. If the answer is clear and complete on its own, it is ready to go.

Mark the gap as closed

Publishing a post does not automatically close the gap. Once your post is live, you’ll be given the option to close the gap.

1. Click Close gap to resolve it.
2. The gap moves to the resolved column in your Gap Dashboard.

⚠️ Important: If you skip this step, the post will be live but the gap will remain open in your dashboard. Return to the gap at any time and update the status to Resolved manually.

6. Best practices

• Choose the channel where people would naturally look, not just the most active one: A busy general channel gets a lot of traffic, but that does not mean it is the right home for every answer. Think about which channel the person searching would logically check first.
• Close the gap straight after publishing: The redirect back to the gap closure view is your prompt to do it. One click keeps your Gap Dashboard accurate and saves you from having to track it down later.

7. Frequently asked questions

What if none of the recommended channels feel right?

Use the search bar to find a different channel. If no suitable channel exists, you or your intranet admin can create a new one, but before going that route, it is worth checking whether a relevant page already exists where this information could live instead.

Can I edit the draft before I post it?

Yes. The draft you built is a starting point. You have full control over what goes into the post before you publish it.

How does the gap coverage indicator work?

The indicator analyzes your selected sources against the search queries and behaviors that triggered the gap. It estimates how closely your sources address what people were searching for. A higher percentage means your sources are well aligned with the gap. You do not need to reach 100%.

Can I close the same gap through a channel and a page?

Yes. You can return to your Gap Dashboard, filter by closed, reopen the gap, and go through the closure process again. Keep in mind that if you already published a post, that post will remain in the channel even if you re-close the gap through a page instead.

What if I posted to the wrong channel?

The gap will remain marked as resolved, but the post stays in the channel you published to. If you remove the post without placing the information somewhere else, colleagues searching for it will still come up empty, which can trigger a new gap through automatic detection or manual flagging. Moving the content to the right channel and updating the gap status manually keeps everything accurate.