Hello community,
In ITSM, the Identify Knowledge Gaps skill and Now Assist analyze incidents and service interactions to recommend missing or insufficient knowledge articles. I’m looking for the equivalent capability in HR Service Delivery (HRSD).
- Is there an HRSD-specific Knowledge Gaps or Potential Gaps skill available today? If so, which release and plugin deliver it?
- If not available yet, is there an official roadmap or timeline for HRSD parity? Any details on scope (e.g., supported data sources like HR cases, search analytics, Virtual Agent transcripts)?
- Are there supported configurations or best-practice workarounds to approximate this in HRSD (for example, leveraging HR Case Search Analytics, deflection metrics, KCS integration, Predictive Intelligence, or custom indicators)?
- For customers who have implemented a similar approach in HRSD, which patterns or configurations worked best to generate gap recommendations?
Reference doc for the ITSM feature: https://www.servicenow.com/docs/r/servicenow-platform/understanding-knowledge-gaps.html
