---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Check Knowledge Center insights

# Check Knowledge Center insights {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Learn how to access detailed views for gaps, duplicates, or article optimization from the Insights section in the Knowledge Center.

## Before you begin

Role required: admin

## About this task

Knowledge Center Insights provide visibility into the health of your knowledge base. Without actionable insights, teams may overlook issues that impact content quality. Insights highlight optimization
needs, duplicates, and gaps, enabling informed decisions and proactive maintenance.

The Insights section provides quick links to key actions such as managing gaps, duplicates, and article optimization. Selecting these links takes you to the respective detailed view for further actions.

## Procedure

1. Navigate to AllKnowledgeKnowledge center.  
   You can also access Knowledge center through WorkspacesKnowledge center
2. In the Insights section, under Top knowledge actions select the action item you want to manage:
   * Select Article Optimization to open the optimization window to edit, view, retire, or delete articles.
   * Select Incident Gap to open the knowledge gaps window to review or resolve gaps.
   * Select Duplicates to open the duplicate articles window to manage duplicate content.  
     Note:  
     The number of items displayed under Knowledge Actions depends on the categories that you have access to. If you have access to all three categories (Duplicates, Gaps, and Article Optimization), six actions appear, with two actions from each category. When access is limited to any two categories, six actions are still shown, but three actions come from each category. If you have access to only one category, all six actions are displayed from that single category. This approach helps in consistency in the total number of actions while adapting to your permissions.
3. Select the item to navigate to its detailed view.

## Result

You're redirected to the relevant detailed view for managing the selected case.
**Related tasks**   

* [Generate and edit articles using the article editor](https://www.servicenow.com/docs/9oLRrqICE2YLl8upzbzj5w "The Knowledge Center (KC) Article Editor delivers an intuitive experience for creating and managing content. Featuring blocks, responsive previews, and AI-powered assistance, it simplifies article design while verifying accessibility and search engine optimization compliance. Backward compatibility with existing templates guarantees a smooth transition for authors and administrators.")
* [Configure skills for potential gaps](https://www.servicenow.com/docs/JqWnZr6jd917OanOUhgoow "The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.")
* [Configure and activate the identify duplicate articles skill](https://www.servicenow.com/docs/ztaPObRd_UxGt09BJqsvxg "Configure the Knowledge content management skill to enable admins and managers to activate the identify duplicate articles skill in ServiceNow Otto.")

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