Manage Content Gaps in the Gap Dashboard

🎯 Who this article is for: This article is for admins who manage knowledge governance across their platform. 

🔎 If you've been assigned a gap and are looking for guidance on how to resolve it, see our Gap Dashboard guide for content owners.

💼 Package requirements: The Gap Dashboard is part of Knowledge Engine, which is available as an add-on for the Starter, Growth, and Enterprise Package.

🔎 For a full overview of how content gaps are detected and what the Knowledge Engine does, see our Knowledge Engine overview article.

1. Overview

The Gap Dashboard gives you a centralized view of what users have searched for but could not find, how often it has happened, and what needs to be done about it. Rather than relying on complaints or informal feedback to surface problems, the dashboard brings together automatically detected gaps and manually flagged issues in one place, so you always have a clear, prioritized picture of where your content stands and what to act on next

From the Gap Dashboard, you can review what needs attention, set priorities, assign gaps to the right people, and track progress over time. It replaces the guesswork of periodic content reviews with evidence based on real search behavior across your platform.

2. Use cases

• Keeping content accurate as your organization evolves: Rather than waiting to find out through automatic gap detection, you can proactively create and assign a gap in the dashboard before anyone is affected, ensuring the right person has ownership from the start.
• Turning employee feedback into a clear next step: Employees often raise content problems informally, through a message in Slack, an email, or a quick conversation. The Gap Dashboard gives you a place to log those reports as gaps with a title, a description, and an assigned owner, so the issue is visible, owned, and moving toward resolution, rather than getting lost in a thread.
• Getting structured from day one during a Knowledge Engine rollout: When your organization is new to Knowledge Engine, gaps may already exist before the system has had time to detect them through search. You can manually create gaps for known problem areas from the start, establishing ownership and structure right away rather than waiting for patterns to emerge.

3. Before you begin

• Knowledge Engine must be enabled for your organization. 
• As an admin, you have access to the full Gap Dashboard and can see all gaps across your organization.
• Users who have been assigned a gap can see a limited view showing only their assigned gaps. See our Gap Dashboard guide for content owners.
• The Gap Dashboard is available on desktop only.

4. How to access the Gap Dashboard

The Gap Dashboard is where all content gaps across your organization are collected, reviewed, and resolved. A content gap is an indication that something users are looking for is missing, incorrect, or outdated. Content gaps are detected automatically when searches fail to return a helpful result, and can also be created manually by admins via the Gap Dashboard.

To access the Gap Dashboard:

1. Click your avatar in the top navigation of your platform.
2. Select Knowledge Gaps from the dropdown menu.

5. Understanding the Gap Dashboard

When you arrive at the Gap Dashboard, you'll see a summary view at the top, followed by your high-impact gaps, and then your full list of all gaps below.

The date range selector

In the top-right corner, set a date range to filter the data shown in the entire dashboard. The available options are the last 7 days, 30 days, 90 days, or 6 months. 

This affects the stats shown in the summary cards and the Top Contributors list. Switching between time ranges helps you track whether your team is making progress over time, not just what is open right now.

Next to the date range, you'll also find the Report New Gap button, which lets you manually create a gap directly from the dashboard. 

🔎 For a step-by-step guide to creating gaps manually, see our Create a Content Gap from the Gap Dashboard article.

The summary cards

At the top of the dashboard, four cards give you an at-a-glance view of your current gap landscape.

Knowledge Health Score is a score indicating the overall health of your content, based on usage, how current your content is, and relevance.

Knowledge Gaps by Priority shows a breakdown of all current gaps organized into high, medium, and low priority, along with a count for each.

Gap Closure Results shows the cumulative impact of closing gaps across your organization. It includes:

• Time saved: The total time saved across your organization as a result of closed gaps, shown as a progress bar.
• Users helped: The number of users who benefited from gaps being closed.
• Questions answered: The total number of search queries that are now resolved.
• Hours saved per user: The average time saved per user as a result of closed gaps.

Top Contributors shows the people who have closed the most gaps within your selected time period. This is a useful way to recognize team members who are actively keeping your platform's content accurate and up to date.

🗒️ Note: Top contributors are sorted by assigned gap count descending, then by resolved gap count.

What to focus on next

Below the summary cards, the What to focus on next section shows the high-priority gaps that, when resolved, would have the greatest impact on your Knowledge Health score and user time saved. The subtitle tells you exactly what closing these gaps would achieve, shown as a point improvement to your Knowledge Health score and hours of user time saved.

Each card preview shows:

• The gap title.
• A short summary.
• The gap priority (high, medium, low).
• Its current status (open, in progress, resolved, ignored).
• Its assignee if one has been set.
• How many times the gap has been identified through search.

This is a good place to start when deciding where to focus your attention first.

All Gaps

Further down the page, the All Gaps section shows your complete list of gaps. Here you can:

• Search for gaps by keyword.
• Filter by assignee, status, or priority.
• Sort by priority, most identifications, or last occurrence.

Use Sort by most identifications to surface the gaps your employees are encountering most frequently. Use Sort by last occurrence to catch issues that are still actively recurring. 

Board view and list view

You can switch between two views using the icon next to the sorting options.

Board view organizes gaps into columns by status: open, in progress, resolved, and ignored. Clicking any column takes you into a list of all gaps with that status, making it easy to focus on one stage at a time.

List view displays all gaps in a scrollable list with the same filtering and sorting options available. This is useful when you want to compare gaps across statuses or work through the data with detailed sorting applied. Combining filters, for example filtering to "open" with "high priority", creates a focused action list for your next review session.

6. Understanding a gap

Click on any gap to open its Gap Details panel. You can also quickly update a gap's priority, status, or assignee directly from its preview card in the All Gaps list without opening the full detail view.

What you'll see inside a gap

Priority is shown in the top left of the panel. Click on it to change the priority level to high, medium, or low. 

🗒️ Note: 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.

Title is the name of the gap. Click on it to edit it. For automatically detected gaps, the system generates a title. You can rename it to make it clearer for whoever is resolving it.

Summary is a short description of what the gap is about. For automatically detected gaps, the system generates a summary based on the gap's signals. Click on it to edit it and add or clarify context for the person responsible for closing it.

Signals show the specific search queries linked to a knowledge gap. Each signal represents a search that failed or returned an unreliable result. Signals are based on semantics and categories, so related searches are grouped together. The signal title reflects the core search query. For example, a signal called "How does login work?" might also include related failed searches like "How can I access the platform?" and "How can I log in?" because they all point to the same missing answer.

🗒️ Note: Gaps created manually will show an indication under signals stating by whom the gap was reported.

Status is shown in the upper right of the Gap Details panel. Click the dropdown to update it. The four statuses are:

• Open: The gap has been identified and is waiting for action.
• In Progress: Someone is actively working on resolving it.
• Resolved: The gap has been closed and the relevant content has been created or updated.
• Ignored: The gap has been reviewed and is not something your organization needs to address, for example a recurring search for something that is intentionally out of scope.

🗒 Note: Status must be updated manually by the content owner or admin. The system does not automatically mark a gap as resolved when an update is published. See section 7 in this article for more information.

Assignee shows the current content owner for the gap. Click the field to search for and select a user. Each gap can only have one assignee at a time. To reassign a gap, click the field and select a different person. The new assignee is notified by email. The Knowledge Gaps menu option via the avatar is only visible to users who have at least one gap assigned to them.

🗒️ Note: When you assign a gap, the assignee receives an email notification that includes the gap title and description, search volume, impact data, and a button linking directly to the gap. The email is sent with a short delay to account for accidental assignments.

⚠️ Important: The Knowledge Gaps menu option is only visible to users who have at least one gap assigned to them. If all their gaps are removed or resolved and unassigned, the menu option will no longer appear for them.

Opened and Updated dates show when the gap was first created and when it was last changed. The updated date changes when a new signal is added to the gap or when its status is updated.

Impact shows how many times the gap and its related signals have been identified through Search, and an estimate of how many people would benefit if it were resolved. Use this alongside priority when deciding where to focus. A gap with a high number of identifications and a large potential audience is a strong candidate for immediate action.

Similar Gaps are shown at the bottom of the Gap Details panel. These are not linked gaps. They are gaps that share thematic similarities, such as two gaps both relating to location-specific policies like office parking and safety protocols. Use this section to spot related problems that may point to a broader area of your platform where content needs attention.

Remove a gap

It is not possible to remove a gap. Gaps that have been addressed can be marked as Resolved. Gaps that are not relevant or are out of scope can be marked as Ignored.

7. Close a gap

Closing a gap means the missing or incorrect information has been addressed. The gap closure workflow is built into the dashboard. When a gap is ready to be resolved, the assignee opens it and selects Start closing gap to begin the process. If a draft has already been started for this gap, the button will display Continue instead, allowing the assignee to pick up where they left off.

The gap closure workflow starts with a choice. When you open a gap and click Start closing gap, you'll pick how you want to resolve it:

• Update an existing page (with or without an AI-generated draft).
• Create a new post in a channel (write it yourself or with optional AI assistance).
• Link a page or document (coming soon).
• Write an answer (coming soon).

🔎 For a full step-by-step guide to closing a gap, see our Gap Closure article.

8. Best practices

The Gap Dashboard's filters, sorting, and priority tools make it straightforward to stay on top of your intranet’s knowledge without it becoming someone's ongoing project. A few simple habits make the biggest difference.

• Use filters and sorting to work through your backlog systematically: Rather than scrolling through all gaps at once, use the filter and sort options in the All Gaps section to create a focused view. Filtering to "open" and sorting by most identifications shows you the gaps affecting the most users. Filtering by assignee helps you review workloads and make sure nothing is sitting unattended.
• Assign gaps as soon as they are ready to act on: Even if a gap is not ready to be closed right away, assigning it to the right person keeps it moving. The assignee is notified automatically and can track their work from their own view.
• Manually created gaps are set to high priority by default: Review the priority after creation and adjust it if needed.
• Use impact data alongside priority: The number of times a gap has been identified and the number of users it would help are the clearest signals of where to focus. A gap set to low priority but with a high identification count may be more urgent than it first appears. Cross-referencing both gives you a more accurate picture of what to tackle next.
• Set a regular review cadence: The Gap Dashboard is most useful when it is part of a regular routine, giving you an ongoing view of where your intranet is performing well and where a small action would make a meaningful difference.

9. Limitations

• Gap status is updated manually: Once content has been published, the assignee or an admin can mark the gap as Resolved from the Gap Dashboard. The system does not update this automatically.
• Manually created gaps do not merge with similar ones automatically: Even if a manually created gap covers the same topic as an existing one, the two will not be consolidated. Review the Gap Dashboard before creating new gaps to avoid duplicates.
• Search data is anonymized: You can see signals and impact data, but individual user searches are not identifiable. This is intentional — gap detection is designed to surface patterns across your platform, not to monitor what specific people are searching for.
• Gap closure is currently limited to Pages 2.0 and channel posts: All gaps are resolved by updating content in existing Pages 2.0 pages or by creating a new post in a relevant channel. The ability to create a new page directly from within the closure workflow, link an existing page or document as a resolution, and write a short inline answer are all planned for future releases.
• Custom gap categories are not yet available: This feature is planned for a future release. This article will be updated when it becomes available.

10. Frequently asked questions

Can I filter gaps by whether they were created manually or detected automatically? 

No. The Gap Dashboard does not currently support filtering by manual or automatic gap creation. You can use the search and other filter options to narrow down gaps by assignee, status, or priority.

Will manually created gaps ever merge with automatically detected gaps? 

No. Manually created gaps do not merge with automatically detected gaps, even if they cover the same topic. To avoid duplicates, review the Gap Dashboard before creating a new gap manually.

Are manually created gaps treated differently from automatically detected gaps once created? 

No. Once a gap exists in the dashboard, it follows the same lifecycle regardless of how it was created. The only difference is its origin: one was flagged by the system, the other was added by an admin.

Does changing the date range filter which gaps appear in the list? 

No. The date range selector only affects the data shown in the three summary cards and the Top Contributors list. The gaps shown in the High Impact Gaps and All Gaps sections are not filtered by date range.

Can I change the priority of a gap after it has been set? 

Yes. You can update the priority of any gap at any time, either by opening the gap and clicking the priority label, or directly from the All Gaps list by clicking the priority shown on the gap's preview card.