Report knowledge gap from a case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • When an OSP agent has a knowledge gap which impacts the ability to resolve a case, the agent can report the knowledge gap.

    Before you begin

    Role required: sn_csm_ocs.ext_agent

    Procedure

    1. Navigate to All > Outsourced Customer Service > Cases > My 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.