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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Potential knowledge gaps

# Potential knowledge gaps {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 20, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.  
Note:  
The Knowledge Gap (also known as Potential Gaps) feature is supported in CSM and ITSM products.

## Types of views {#understanding-knowledge-gaps__section_af5_dnh_fhc}

* All Knowledge Gaps: Displays a complete list of gaps across the organization.
* Top five Gap Views: Shows information about the top five gaps from incidents and cases.
{#understanding-knowledge-gaps__ul_crd_hnh_fhc}

## Benefits {#understanding-knowledge-gaps__section_gps_4nh_fhc}

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

## Available knowledge actions {#understanding-knowledge-gaps__section_skp_rnh_fhc}

* Unmark as gap: Remove invalid gaps and remove the issues and all associated tasks from the list.
* Mark as resolved: Close gaps after creating or updating articles.
* Report a gap: Create a feedback task for articles where a gap exists. After the article is created, the gap can't be reported again.
* Create an article: Draft content to address the gap.
{#understanding-knowledge-gaps__ul_bsp_tnh_fhc}
**Related tasks**   

* [Configure skills for potential gaps](https://www.servicenow.com/docs/Pg6DgrYLgslQGYUO2zQMyA "The knowledge gaps feature identifies missing knowledge articles. Activate the Knowledge Gaps skill in the ServiceNow Otto AI Admin console before working with gaps.")