---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Report a knowledge gap

# Report a knowledge gap {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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

## Antes de Iniciar

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent,
sn_customerservice_manager, workspace_admin, admin

## Por Que e Quando Desempenhar Esta Tarefa

You can search for and attach knowledge articles to a customer service case. If you
cannot find any relevant articles, you can report a knowledge gap. If you have
permission, you can also create a knowledge article.

Customer service case managers can use the Demand Insights for Cases dashboard to
identify which cases have no or insufficient knowledge coverage. For more
information, see [Demand Insights for Cases
dashboard](https://www.servicenow.com/docs/access?context=demand-insights-cases-dashboard&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Procedimento

1. Open CSM Configurable Workspace.
2. Open a customer service case.
3. **Opcional:** Search for existing knowledge articles or create a knowledge article to help resolve a case.
4. Click the More UI Actions icon (![More UI Actions icon.]()) and then click Report Knowledge Gap.  
   In the platform interface, click the Report Knowledge Gap related link on the Case form and provide information in the resulting pop-up window.  
   The system opens a new knowledge feedback task in a sub-tab. The short description from the case is copied to the Description field on the task.
5. **Opcional:** Edit the knowledge feedback task description.
6. Click Save.  
   The task is added to the Knowledge Gaps related list on the Case form.
{#csm-workspace-report-knowledge-gap__steps_hyw_4kc_qfb}