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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Manage potential knowledge gaps

# Manage potential knowledge gaps {#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 review and resolve potential knowledge gaps in the Knowledge Center.

## Before you begin

Role required: admin.

Suggested reading: [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.")

## About this task

Potential gaps also known as Knowledge gaps represent missing documentation for recurring issues. If it's unresolved, these gaps lead to repeated incidents and higher support costs. Addressing gaps promotes comprehensive
coverage, reduces ticket volume, and enhances self-service adoption.  
Note:  
Currently, the Potential Gap feature is supported only in CSM and ITSM products.

## Procedure

1. Navigate to AllKnowledgeKnowledge center.  
   You can also access Knowledge center through WorkspacesKnowledge center
2. In the Insights section, under Potential gaps, select View more to view the gaps list.
3. Select a view:
   * View all gaps Review the full list of gaps.
   * View top gaps Review only the highest-priority gap groups.
   {#address-knowledge-gaps__choices_xcd_vrh_fhc}
4. Select the gaps that you want to manage and choose one of the following actions:
   * Select Unmark as gap to clear related incidents or cases tasks when the article meets completeness criteria.
   * Select Mark as Resolved to close the incident or cases after creating or updating an article.
   * Select Create an Article to draft a knowledge article to address the gap.
   * Select Report Knowledge Gap to create a feedback task for incidents or cases.  
     Note:  
     When you report a gap, a feedback task is created for the article, and consequently, you can't create that article again.
   {#address-knowledge-gaps__choices_jms_qsh_fhc}
5. Confirm your action if prompted.

## Result

The selected gap is updated or resolved, improving knowledge coverage and reducing repeated incidents.
**Related concepts**   

* [Potential knowledge gaps](https://www.servicenow.com/docs/LdMJNj_0TXZEmwDYwAQ8Gw "Potential knowledge gaps represent areas where you frequently encounter issues but lack supporting articles. Managing these gaps promotes better coverage and improved user experience.")

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