---
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 knowledge gap from a case

# Report knowledge gap from a case {#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

An OSP agent can report a knowledge gap for a case.

## Antes de Iniciar

Role required: sn_csm_ocs.ext_agent

## Procedimento

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Open a case.
3. Is knowledge available for the case in the Knowledge Gaps related list.
4. Click Report Knowledge Gap related link.
5. Enter the description.
6. Click Submit.  
   A knowledge gap is created and you can view it under the Knowledge Gaps related list.

   For more details, see [Report a knowledge gap](https://servicenow-prod.fluidtopics.net/W28k6ZbCbIjyNXJdyzICGA "If you cannot find relevant knowledge articles that could help resolve a case, you can report a knowledge gap.")