Answers
Answer gaps
Track missing knowledge surfaced by failed answers.
5 min read · Updated Jul 2026
Answer gaps capture missing or insufficient knowledge discovered when tests or live runs fail to source good answers.
What you will learn
- How gaps are created from failed runs
- Assigning gap owner
- Closing gaps with new documents
- Prioritizing by severity
Steps
- 1
Open Knowledge Gaps
Answers, Knowledge Gaps.
- 2
Review open gaps
Sort by recent failures on Support Assistant.
- 3
Open gap detail
Read triggering question and failed run link.
- 4
Assign owner
Assign support lead to write missing Help Center article.
- 5
Create knowledge
Add document, verify, allow collection access.
- 6
Re-run test
Close gap when test case passes.
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