Creating a Knowledge Gap Detection AI Agent in AI Agent Studio
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4 weeks ago
I'm working on the Zurich version and trying to build an AI Agent in AI Agent Studio to automate Knowledge Gap Detection. My goal is to have the agent analyze last week's resolved incidents, identify gaps, and draft articles from resolution notes using OOB skills (Identify, Find Gap, Optimize Article).
However, I am blocked by immediate access issues. When testing, I get: "Identify knowledge gap: Access Denied." If I try to rebuild, the error just jumps to a different skill with the same access denied message.
Does anyone have the step-by-step procedure or official documentation for this specific setup in Zurich? I need help immediately as this is a high-priority automation.
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4 weeks ago
HI @stomar ,
The out‑of‑box (OOB) skills like Identify Knowledge Gap, Find Gap, and Optimize Article are controlled by Now Assist Admin.
In Zurich, these skills are shipped but not automatically active. If they aren’t enabled, or if your user doesn’t have the right roles, the agent will throw “Access Denied.”
That’s why the error jumps from one skill to another—it’s not a workflow bug, it’s a permissions/configuration issue.
1. Check roles
Make sure your account has both `admin` and `now_assist_admin`.
Without `now_assist_admin`, you can build agents but they won’t be able to call the OOB skills.
2. Activate the Knowledge Gap skills
Go to All > Now Assist Admin > Skills > Platform > Knowledge.
Enable:
Knowledge gaps identification (ITSM)
Knowledge gaps identification (CSM)
Confirm they show as Active.
3. Configure your AI Agent
In AI Agent Studio, create your agent and add the three OOB skills:
Identify Knowledge Gap
Find Gap
Optimize Article
Define the plan: “Analyze resolved incidents from the last 7 days, extract resolution notes, identify gaps, and draft articles.”
4. Test the agent
Run a manual test on one incident.
If you still see “Access Denied,” check:
Your user roles.
Whether Now Assist Guardian is blocking the skill call.
The activity logs in AI Agent Studio for detailed error traces.
Common Pitfalls
Plugins not installed: Ensure the Now Assist AI Agents plugin is active in Zurich.
Sub‑prod vs prod differences: You may have elevated roles in sub‑prod that aren’t mirrored in prod.
Skill not activated: Even if the plugin is installed, you must explicitly activate the skill in Now Assist Admin.
