The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

The Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) includes the Demand Insights for Cases dashboard. For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

End user and roles

End user and goal	Required roles
Customer service case manager: Needs to identify which cases don't have good knowledge coverage.	sn_km_ml.knowledge_curation_user and sn_customerservice_manager

Reports

Title	Type	Description
Candidate Knowledge Gaps for Case	Pareto Chart	Displays data from the Knowledge Curation Task [kb_curation_task_cluster] table with the following conditions: Curation configuration = sn_customerservice_case AND Solution.Active = true