Open Reports > Content gaps to review questions flagged as missing knowledge. Choose a date range, search the list, and switch between Open, Done, Dismissed, and All.
  1. Select a gap or choose Review next gap.
  2. Read the detection reason, confidence, customer question, and assistant answer. Confirm that the issue is missing knowledge rather than a failed integration or an authorization boundary.
  3. Choose Add article. The knowledge editor opens with a suggested title, summary, customer question, and an empty answer section.
  4. Write an approved answer and save the article. A successful save links the article to the gap and marks it Done. If updating the gap fails, the saved article remains available and an error is shown.
  5. Enable AI Agent, test the saved draft in Sandbox, and Publish when it is ready for Production.
Done records that an article was created; it does not mean the article is enabled or published. Follow the knowledge publication rules before relying on it in customer conversations.
Open content gaps awaiting review.

Open content gaps awaiting review.