Report knowledge gaps based on unsuccessful searches

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Report a knowledge gap from the Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service.

    Before you begin

    Role required: sn_customerservice_manager

    About this task

    The Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service reports a collection of searches for knowledge articles with no results or results with no clicks. You can report a knowledge gap for such unsuccessful searches.

    Procedure

    1. Navigate to All > Self-Service > Dashboards.
    2. Click Self-Service Analytics.
    3. On the Knowledge tab, on the Unsuccessful Searches report, click a bar.
    4. Click Report Knowledge Gap.
    5. In the Description field, describe the knowledge gap.
      By default, the Description field shows frequently appearing words in the associated collection. You can also enter custom instructions for addressing the knowledge gap. When entering instructions, you can provide a summary of your analysis so that knowledge authors have the necessary information to create an article from the feedback task.
    6. Click Submit.

    Result

    If a collection is reported as a knowledge gap, a feedback task of type Unsuccessful search is created in the Knowledge Management application. If the assignment rules are set, the feedback task is assigned to an ownership group or an author.