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Report a knowledge gap

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Report a knowledge gap

If you cannot find relevant articles that could help resolve a case, you can report a knowledge gap.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

You can search for and attach knowledge articles related to a case in a Case form. If you cannot find the relevant articles, you can create a knowledge article that could help resolve the case. If you do not have permissions to create an article, report a knowledge gap.

Procedure

  1. Navigate to Customer Service > Cases.
  2. Open a case.
    You can search for existing knowledge articles or create a knowledge article to help resolve a case.
  3. In the Related Links section, click Report Knowledge Gap.
  4. Provide details about the knowledge gap in the Description field.
  5. Click Submit.
    A knowledge feedback task is created and is added to the Knowledge Gaps related list.

What to do next

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