Flag Missing or Incorrect Information From Search

🎯 Who this article is for: Anyone who wants to report when search results are missing, outdated, or not useful. 

💼 Package requirements: Knowledge Engine is available as an add-on for the Starter Package, Growth Package, and Enterprise Package on Google and Microsoft suites. 

⚙️Search AI required: This feature requires Search AI to be enabled in your environment. If you're unsure whether Search AI is active, check with your admin.

🔒 Permissions: Any user can flag missing or incorrect information from Search. Only admins can view and manage flagged issues in the Gap Dashboard.

💻 Desktop only: This feature is not available on mobile.

1. Overview

See a search result that's outdated or incomplete? Flag it directly from Search. No need to message a colleague or track down an admin.

Knowledge Engine lets anyone report a search result that's missing, outdated, or incorrect — directly from Search. Every flag lands in the Gap Dashboard, where admins can review and resolve issues to keep your platform's information accurate and findable for everyone.

2. Use cases

• Keeping your intranet accurate as processes evolve: Processes, tools, and policies change regularly, and documentation doesn't always keep up. When an employee searches for the current expense reimbursement process and finds a result that references a tool the company no longer uses, flagging it ensures the right team is made aware before others act on incorrect guidance.
• Helping your intranet keep pace with new processes: When a team introduces a new process, there's often a window where people start searching for guidance that hasn't been written yet. If a search for a recently announced approval workflow returns nothing, flagging it gives admins a clear signal that this documentation needs to be created and added to the platform.
• Making sure useful content is actually findable: Documentation sometimes exists but isn't connected to your platform in a way that makes it findable. For example, when you search for a supplier onboarding guide and get no result — because the document lives in a Google Drive folder that hasn't been integrated — flagging it helps admins identify that this knowledge needs to be brought into your platform or linked in a way Search can reach.

3. Before you begin

• Knowledge Engine and Search AI must be enabled in your environment.
• Any user can flag issues from Search — no admin access required.
• All search data used for gap detection is anonymized. Admins see overall search trends and cannot identify which individual users searched for something.
• Once flagged, the issue appears in the Gap Dashboard, where only admins can view and manage it.
• There is currently no in-app notification to let you know when a flagged gap has been addressed. Admins or content owners (assignees) are encouraged to post an update in the relevant channel once content has been corrected.

4. How to flag missing or incorrect information from Search

1. Run a search query. When Search AI returns a response, review the result. If something looks wrong, outdated, or incomplete, click Mark as incorrect at the bottom of the generated response.
2. In the side panel, select a category from the dropdown that best describes the issue: Missing information, Incorrect information, or Other. 
3. (Optional): Click Add details to expand the form. Give the issue a clear, descriptive title — for example, "Expense reimbursement process references outdated tool." Then describe what should be updated — for example, "The process now uses Ramp, not Expensify. The page needs to reflect the current workflow." 
4. 5. Click Submit. Your flag is sent directly to the Gap Dashboard, where your admins can review and act on it.

5. What happens after you flag an issue

Once you submit a flag, it is passed to your organization's admins for review. Here is what happens from that point:

• The flag appears in the Gap Dashboard as a content gap — a recorded issue that admins can review and act on.
• If a similar issue already exists in the dashboard, your flag is linked to it, helping admins see that more people are affected.
• If no similar issue exists, a new one is created.
• Admins review the issue, assess its priority, and assign it to the right person to resolve. Gaps that accumulate multiple automatically detected signals reach a maximum automatic priority of medium. When a user manually flags an issue, the priority is bumped to high, because a deliberate flag is a clear signal that someone was actively looking for something and deserves a reliable answer.
• Once resolved, for example, a page has been updated or new information has been added, the issue can be marked as closed in the Gap Dashboard. 
• If similar issues are flagged again after a gap has been closed, it can resurface in the dashboard, ensuring fixes hold over time.

6. Best practices

• Be specific when flagging: The more context you provide when flagging an issue, the easier it is for admins to act on it quickly. If you can describe what you were searching for and why the result wasn't helpful, that detail helps admins assess and resolve the issue faster.
• Use page titles, headers, and terminology that reflect how people actually search: Many issues surfaced through flagging often happen because the way content is written doesn't match how people search for it. Reviewing page titles, headers, and wording regularly improves findability across your intranet and helps Search connect people to the right content faster.
• (Admins or content owners) Close the loop when content is updated: Because users cannot track progress in the Gap Dashboard, it’s recommended to post in the relevant channel when an issue has been resolved. This ensures the people who needed the information know it's now available, and keeps your intranet working as a reliable source of truth.
• (Admins) Review manual flags alongside automatically detected gaps: Manual flags and automatically detected gaps tell different parts of the same story. Reviewing them together in the Gap Dashboard gives you a complete, evidence-based picture of where your intranet needs attention, without relying on manual audits or waiting for complaints.