---
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


---

# Configure skills for potential gaps

# Configure skills for potential gaps {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.

## Before you begin

Role required: knowledge_admin and knowledge_manager

## Procedure

1. Navigate to AllAI Admin HubAI Skills.
2. Locate and select Platform under AI skills for knowledge, and then select Knowledge, to open the AI skills for knowledge view.
3. Locate the relevant Knowledge gaps skill card.  
   You can enable or disable the following skills:
   * You can activate or deactivate the Knowledge gaps identification (ITSM) skill.
   * You can activate or deactivate the Knowledge gaps identification (CSM) skill.
   * You can activate or deactivate the Knowledge gaps identification (HR) skill.
   {#configure-na-km__choices_h1x_1dv_5kc}
4. Select Activate to navigate to the skill configuration page.
5. In the Choose input section, select Switch scope using the toggle button, and specify the following fields:  
   {#configure-na-km__table_erk_jmw_gfc__entry__2}

   | Field | Description |
   |-|-|
   | Table name | The table on which the skill is configured. This is a read-only field with a default value. It is not editable. |
   | Fields | Specifies the fields which will be used to identify knowledge gaps. This is a read-only field with a default value. It is not editable. |
   | Filter | Select Edit conditions and build filters by adding article related conditions such as article status, and the duration of this status.This is a configurable condition builder. |
   | Gaps generation frequency | Set the frequency at which the job for identifying the gaps in the articles is run. Note: * The skill must be reset every time the frequency is set. * When you select the Run once option and activate the skill, the application runs the job immediately after its activation. Selecting any other option, runs the job soon after its activation and, as per the selected frequency in the subsequent runs. {#configure-na-km__ul_kc3_ylw_3fc} |
   [ ]

   {#configure-na-km__table_erk_jmw_gfc}
6. Select Save and continue.
7. Review your inputs in the Review and activate section and select Done.

## Result

The skill is activated and gap recommendations appear on the home page. The skill activation does not happen instantly. The configuration inputs have to pass through a Group Action Framework to create the specified cluster of
jobs. For more information see, [Group Action Framework](https://www.servicenow.com/docs/access?context=group-action-framework&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
**Related concepts**   

* [Knowledge Center Home Page](https://www.servicenow.com/docs/i3Y49R5eiQd320Hc0aoLfg "Knowledge Center is a plugin within Knowledge Management that helps in the effective management of knowledge articles by using an intuitive interface.")  
**Related tasks**   

* [Manage potential knowledge gaps](https://www.servicenow.com/docs/m1n3pqScbTffxjFlsl_itg "Learn how to review and resolve potential knowledge gaps in the Knowledge Center.")  
**Related topics**   

* [Group Action Framework](https://www.servicenow.com/docs/access?context=group-action-framework&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)

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