Potential knowledge gaps

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 2분

    • Potential knowledge gaps represent areas where you frequently encounter issues but lack supporting articles. Managing these gaps promotes better coverage and improved user experience.

    The Knowledge Center identifies gaps based on case or incident trends and their reporting patterns. These gaps highlight missing or insufficient knowledge articles that need attention.
    주:
    The Knowledge Gap also known as Potential gaps feature is supported currently in CSM and ITSM products.

    Types of views

    • All Knowledge Gaps: Displays a complete list of gaps across the organization.
    • Top five Gap Views: Shows information of the top five gaps from the incident and cases.

    Benefits

    Addressing gaps helps reduce repeated incidents, improves self-service, and promotes a comprehensive knowledge base.

    Available knowledge actions

    • Unmark as gap: Remove invalid gaps discovered and remove the issues and all its tasks from the list.
    • Mark as resolved: Close gaps after creating or updating articles.
    • Report a gap: Create feedback task for the articles where you believe that a gap exists. Once the article is created, the gap can’t be reported again.
    • Create an article: Draft new content to address the gap.