---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Report knowledge gaps based on unsuccessful searches

# Report knowledge gaps based on unsuccessful searches {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllSelf-ServiceDashboards.
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.
**Related concepts**   

* [Self-Service Analytics dashboard for customer service](https://www.servicenow.com/docs/ooJXxLXZx2BPo9ct9MvpUQ "Measure and track the effectiveness of self-service content through user activities on a self-service portal to enrich the content and address any self-service gaps.​")

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