Report a knowledge gap

If you cannot find relevant knowledge articles that could help resolve a case, you can report a knowledge gap.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, workspace_admin, admin

About this task

You can search for and attach knowledge articles to a customer service case. If you cannot find any relevant articles, you can report a knowledge gap. If you have permission, you can also create a knowledge article.

Customer service case managers can use the Demand Insights for Cases dashboard to identify which cases have no or insufficient knowledge coverage. For more information, see Demand Insights for Cases dashboard.

Procedure

1. Open CSM Configurable Workspace.
2. Open a customer service case.
3. Optional: Search for existing knowledge articles or create a knowledge article to help resolve a case.
4. Click the More UI Actions icon () and then click Report Knowledge Gap.
   In the platform interface, click the Report Knowledge Gap related link on the Case form and provide information in the resulting pop-up window.
   The system opens a new knowledge feedback task in a sub-tab. The short description from the case is copied to the Description field on the task.
5. Optional: Edit the knowledge feedback task description.
6. Click Save.
   The task is added to the Knowledge Gaps related list on the Case form.