---
title: Report a knowledge gap
description: If you cannot find relevant knowledge articles that could help resolve a case, you can report a knowledge gap.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-workspace-report-knowledge-gap.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Report a knowledge gap

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

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager, workspace\_admin, admin

## About this task

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/demand-insights-cases-dashboard.md).

## Procedure

1.  Open CRM Workspace.

2.  Open a customer service case.

3.  Search for existing knowledge articles or create a knowledge article to help resolve a case.

4.  Click the More UI Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: 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.  Edit the knowledge feedback task description.

6.  Click **Save**.

    The task is added to the **Knowledge Gaps** related list on the Case form.