---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Knowledge demand insights

# Knowledge demand insights {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Identify knowledge gaps and improve content of your knowledge base using the Knowledge
Demand Insights feature.

The Knowledge Demand Insights feature automates the discovery of knowledge gaps in your
knowledge bases. Knowledge gaps are topics on which knowledge bases are missing knowledge
articles.

Addressing knowledge gaps has the following benefits:

* Improve effectiveness of self-service: Self-service users get more relevant information for research, troubleshooting, and how to queries.
* Increase case or incident resolutions: Having relevant information available helps you deflect future cases.
* Improved case resolution: Agents can find more relevant knowledge articles to solve cases, incidents, problems, and so on.

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## Activation information {#knowledge-demand-insights__section_k3s_1x1_mjb}

The Knowledge Demand Insights feature requires the Predictive Intelligence for Knowledge
Management plugin (com.snc.knowledge_ml). For more information, see [Predictive Intelligence for Knowledge Management](https://servicenow-prod.fluidtopics.net/1FijTyEOF0cW8nGI23feiQ "The Predictive Intelligence for Knowledge Management capability uses machine-learning algorithms to provide various Knowledge Management capabilities, such as similar articles and knowledge demand insights.") and [Additional plugins for Knowledge Management](https://servicenow-prod.fluidtopics.net/g6m9BQ5Dyit051Fg1doDyw "After Knowledge Management is activated, you can activate additional plugins that provide access to various additional Knowledge Management features.").

## Demand insights dashboards {#knowledge-demand-insights__section_jhg_ty5_qmb}

You can use a demand insights dashboard for your tasks to analyze candidate knowledge gaps and
create knowledge gap feedback tasks. By default, the Knowledge Demand Insights feature includes
Demand Insights for Incidents, Demand Insights for Cases, and Demand Insights: Similar HR Cases and Knowledge
dashboards for incidents, customer service cases, and HR cases, respectively. For other tasks,
you can create a dashboard. To access a demand insights dashboard, you must have read access to
the tasks and the sn_km_ml.knowledge_curation_user role. For more information, see [Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks](https://servicenow-prod.fluidtopics.net/5qqHmec0_rqh50vhgWukYQ "Use the demand insights dashboard for your tasks to analyze candidate knowledge gaps and create knowledge gap feedback tasks.").
**Zugehörige Konzepte**   

* [Demand Insights for Cases dashboard](https://servicenow-prod.fluidtopics.net/Dqw41qksibA0quD047cloQ "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.")
* [Demand Insights for Incidents dashboard](https://servicenow-prod.fluidtopics.net/MV3cjJ5duWSAmVo86jaU9g "The Demand Insights for Incidents dashboard enables you as an incident manager to identify which incidents have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such incidents.")
* [Demand Insights for HR Cases dashboard](https://servicenow-prod.fluidtopics.net/384n97Tc6BnIcC8_sQo9SA "The Demand Insights for HR cases dashboard enables you as an HR agent to identify which HR cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such HR cases.")