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Closing Knowledge Gaps

Detect coverage gaps in your knowledge base, generate AI drafts to fill them, request content from your team, and track resolution.

This guide is for admins and managers who want to find and fill coverage gaps in their knowledge base. You will learn how to detect gaps, prioritize them by frequency, choose the right resolution path, and verify that gaps are closed.

What you will accomplish: Detect coverage gaps in your knowledge base, generate AI drafts to fill them, request content from your team, and track resolution.

1

Review Your Coverage Score

The Health tab in Reports gives you a high-level view of where your knowledge base is strong and where it has gaps.

Open Workspace in the header, then under Analyze choose Reports and open the Health tab.

Review your coverage score, gap count, and gap categories. The coverage score tells you what percentage of key topics are well-documented.

Understand where gaps come from: failed searches (no results), low-confidence chat answers, and auto-detection of underserved topics.

1

Browse the Gap List

Open Requests in the header and switch to the Internal Gaps tab. The gap list shows every detected gap with the context you need to prioritize and resolve it.

Each gap shows the topic, source (search, chat, or auto-detected), frequency, and current status.

Higher frequency means more people hit this gap. Start with the highest-frequency items for the greatest impact.

There are three ways to resolve a gap. Pick the one that best fits the situation.

Option A: Generate draftLet the system create content from related existing knowledge. Click Generate draft, then open Review drafts to refine and publish. Best for quick fills.
Option B: PromoteTurn the gap into a content request so someone with the expertise can write it. Click Promote. Best for expert knowledge you do not want AI to invent.
Option C: Address a PatternSome gaps form patterns. Look for grouped gaps by topic area and create one comprehensive document that resolves multiple gaps at once. Best for related gaps.
1

Confirm the Gap Is Closed

After publishing a draft or completing a request, verify that the gap has been resolved and your coverage has improved.

Check that the gap is marked as resolved on the Internal Gaps tab.

Related gaps may be auto-resolved through cross-resolution. When you fill one gap, similar gaps that the new content also covers are closed automatically.

Return to Reports → Health to see your coverage score improve.

Pro Tip: Address the highest-frequency gaps first. A gap that 10 people have hit is more valuable to fill than one that only appeared once. The frequency column tells you exactly where your team is struggling.

Now that your knowledge base is more complete, take the next step and build an AI agent that uses this knowledge to answer questions automatically. Agents turn your documentation into a self-service resource for your team or customers.

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