Manage potential knowledge gaps

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Now Assist Skills for potential 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 All > Knowledge > Knowledge center.
      You can also access Knowledge center through Workspaces > Knowledge 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.
    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.
    5. Confirm your action if prompted.

    Result

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