Contents Customer Service Management Previous Topic Next Topic Report a knowledge gap Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Report a knowledge gap If you cannot find relevant articles that could help resolve a case, you can report a knowledge gap. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin About this taskYou 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 Navigate to Customer Service > Cases. Open a case. You can search for existing knowledge articles or create a knowledge article to help resolve a case. In the Related Links section, click Report Knowledge Gap. Provide details about the knowledge gap in the Description field. 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 tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentUpdate a special handling noteClose a customer service caseResolve cases with knowledge and community contentRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleRelated topicsCreate a knowledge article On this page Send Feedback Previous Topic Next Topic
Report a knowledge gap If you cannot find relevant articles that could help resolve a case, you can report a knowledge gap. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin About this taskYou 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 Navigate to Customer Service > Cases. Open a case. You can search for existing knowledge articles or create a knowledge article to help resolve a case. In the Related Links section, click Report Knowledge Gap. Provide details about the knowledge gap in the Description field. 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 tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentUpdate a special handling noteClose a customer service caseResolve cases with knowledge and community contentRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleRelated topicsCreate a knowledge article
Report a knowledge gap If you cannot find relevant articles that could help resolve a case, you can report a knowledge gap. Before you beginRole required: sn_customerservice_agent, sn_customerservice_manager, or admin About this taskYou 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 Navigate to Customer Service > Cases. Open a case. You can search for existing knowledge articles or create a knowledge article to help resolve a case. In the Related Links section, click Report Knowledge Gap. Provide details about the knowledge gap in the Description field. 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 tasksCreate a customer service caseAssign a customer service caseRespond to a customer chat requestRespond to a consumer chat requestCreate a customer service case from a chatCreate a consumer case from an anonymous chatCreate a consumer record from an anonymous chatCreate a work order for a customer service caseCreate a consumer case from a chatCreate a consumer recordCreate additional consumer addressesManage a proactive case created from an alertSend email responses directly from casesCreate a request on behalf of a customer or consumerInitiate a conference call from a caseResolve cases with knowledge and community contentUpdate a special handling noteClose a customer service caseResolve cases with knowledge and community contentRelated conceptsResponding to cases using predefined email quick messagesList and form views by agent roleRelated topicsCreate a knowledge article
