Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Report a knowledge gap

    Report a knowledge gap

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    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

    Work on a feedback task
    Related tasks
    • Create a customer service case
    • Assign a customer service case
    • Respond to a customer chat request
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Manage a proactive case created from an alert
    • Send email responses directly from cases
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Resolve cases with knowledge and community content
    • Update a special handling note
    • Close a customer service case
    • Resolve cases with knowledge and community content
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role
    Related topics
    • Create a knowledge article

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Report a knowledge gap

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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

      Work on a feedback task
      Related tasks
      • Create a customer service case
      • Assign a customer service case
      • Respond to a customer chat request
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Manage a proactive case created from an alert
      • Send email responses directly from cases
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Resolve cases with knowledge and community content
      • Update a special handling note
      • Close a customer service case
      • Resolve cases with knowledge and community content
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role
      Related topics
      • Create a knowledge article

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login