Knowledge Engine: An Introduction

🎯 Who this article is for: Admins responsible for the accuracy and reliability of their intranet, and content owners who may be assigned gaps to resolve.

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

1. What is Knowledge Engine?

Knowledge Engine is a Happeo add-on that helps your intranet stay accurate and trustworthy as your organization grows.

Your intranet is already a valuable place for your team to find information. Knowledge Engine makes it easier to keep it that way. It shows you where employees are searching and what they are looking for, helps you assign content needs to the right people, and gives content owners a guided workflow to publish answers quickly. The result is an intranet that keeps pace with your organization, without requiring one person to manage all of it.

Knowledge Engine works across three connected steps: 

1. Detecting where information is missing or unclear.
2. Managing those gaps in one place.
3. Closing them with AI-assisted content creation. 

Each step is designed to reduce coordination effort and make content ownership feel manageable, no matter how many teams contribute to your intranet.

2. How to enable Knowledge Engine

When you purchase the Knowledge Engine add-on, it is activated for your organization and enabled automatically.

If Knowledge Engine does not appear to be active, you can enable it manually:

1. Click your avatar in the top-right corner of your intranet.
2. Go to Admin Settings.
3. Select Happeo AI.
4. Under Knowledge Engine, toggle Knowledge Gaps on.

🗒️ Note: Automatic gap detection also requires Search AI to be enabled in your environment. Without it, failed searches will not generate gaps automatically, but gaps can still be created manually. If Search AI is not yet enabled, you can turn it on under the Search section in Happeo AI of your Admin Settings.

3. Detect content gaps

Knowledge Engine surfaces content gaps in two ways: 

1. Automatically through Search.
2. Manual flags submitted by anyone in your organization.

Automatic detection runs silently in the background. Every time someone searches your intranet and does not get a confident result, Knowledge Engine records it. Related searches are grouped together automatically, so instead of a long list of individual queries, you see one clear, actionable gap. No setup or configuration is needed, and employees do not need to do anything differently.

Automatic detection also surfaces two types of opportunities that are otherwise easy to miss: content that exists in a connected tool but is not yet reachable through your intranet, and content that exists but is behind access settings that prevent certain employees from seeing it.

Manual flagging lets anyone on your team report an issue they notice, either from a Search result that looks wrong or from a page they are reading. A deliberate flag immediately raises the priority of the associated gap, because it signals that someone was actively looking for something and found the information missing or unclear.

All search data used for gap detection is anonymized. Admins see overall trends and cannot identify individual employees who searched for something.

• 🔎 For full details on how automatic detection works, see Automatically Detect Content Gaps Through Search.
• 🔎 To learn how to flag an issue from Search, see Flag Missing or Incorrect Information From Search.
• 🔎 To learn how to flag an issue from a page, see Flag Missing or Incorrect Information From a Page.

4. Manage gaps in the Gap Dashboard

The Gap Dashboard is where every detected and flagged gap is collected, reviewed, and resolved. Platform admins see a full view of every gap across the organization. Content owners see only the gaps assigned to them, keeping their view clear and focused.

At the top of the dashboard, summary cards give you an at-a-glance view of your Knowledge Health Score, gaps by priority, and the impact of gaps your team has already closed, including time saved across the organization and the number of employees helped.

Below that, the What to focus on next section highlights the gaps that would have the greatest impact if resolved, so you always know where to direct your team's attention.

From the Gap Dashboard, admins can review and prioritize gaps based on impact, assign them to the content owners best placed to resolve them, and track progress without needing to follow up individually. Admins can also create gaps manually for content they already know is missing, for example after a policy change, when a new process has been introduced, or when starting to use Knowledge Engine with a backlog of known needs.

When a gap is assigned, the content owner receives an email notification with the gap title, description, and a direct link to open it in their dashboard. They can update its status as they work, so admins always know where things stand.

• 🔎 For a full walkthrough of the Gap Dashboard for admins, see Manage Content Gaps in the Gap Dashboard.
• 🔎 To learn how to create a gap manually, see Report a Content Gap from the Gap Dashboard.
• 🔎 For guidance on navigating the Gap Dashboard as a content owner, see Navigate Your Gap Dashboard as a Content Owner.

5. Close a content gap

When a gap is assigned to a content owner, they follow a guided workflow to resolve it. The workflow is designed to take the effort out of going from "I know this needs attention" to "it's published and findable."

Step 1: Select a destination. The content owner chooses whether to resolve the gap by updating an existing page or by creating a post in a relevant channel. 

Step 2: Gather sources. The content owner provides the source material Knowledge Engine will use to generate a draft. The system suggests relevant pages or posts automatically, and they can also add their own from Google Drive, existing pages, or by pasting text directly.

Step 3: Create knowledge. Knowledge AI generates a draft based on the source material. The content owner reviews and edits it before anything is published. Nothing is created or changed automatically.

Step 4: Publish knowledge. The content owner publishes the answer to the destination they selected. For page-based gaps, the Pages Agent suggests where in the page the new content fits best. The owner accepts, adjusts, or rewrites as needed, then publishes and marks the gap as closed.

Once published, the answer is searchable and available to anyone who looks for it.

• 🔎 For a full walkthrough of the gap closure workflow, see Close a Content Gap.
• 🔎 For the page-based closure path, see Close a Content Gap via a Page.
• 🔎 For the channel-based closure path, see Close a Content Gap via a Channel.

6. Who does what

Knowledge Engine is built around how content ownership works in practice: platform admins are accountable for the overall health of the intranet, while the knowledge sits with subject matter experts across teams. Knowledge Engine gives both groups a clear, workable role.