Manage Content Gaps in the Gap Dashboard

This article explains how to use the Gap Dashboard to keep your intranet accurate and up to date, without manual audits or guesswork. As an admin, you can see exactly what your employees are looking for, act on what matters most, and ensure the right people are keeping content current.

🎯 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.

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.

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.

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.

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.

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.

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.

Assignee shows the current content owner for the gap. Click the field to search for and select a user.

Opened and Updated dates show when the gap was first created and when it was last changed.

Impact shows how many times the gap and its related signals have been identified through Search.

Similar Gaps are shown at the bottom of the Gap Details panel. These are not linked gaps.

Remove a gap

It is not possible to remove a gap. Gaps that have been addressed can be marked as Resolved.

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.

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
• Create a new post in a channel
• 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.
• Assign gaps as soon as they are ready to act on.
• Manually created gaps are set to high priority by default.
• Use impact data alongside priority.
• Set a regular review cadence.

9. Limitations

• Gap status is updated manually.
• Manually created gaps do not merge with similar ones automatically.
• Search data is anonymized.
• Gap closure is currently limited to Pages 2.0 and channel posts.
• Custom gap categories are not yet available.

10. Frequently asked questions

Can I filter gaps by whether they were created manually or detected automatically? No.

Will manually created gaps ever merge with automatically detected gaps? No.

Are manually created gaps treated differently from automatically detected gaps once created? No.

Does changing the date range filter which gaps appear in the list? No.

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