---
title: HR PIWB template: Predict knowledge gaps and insights
description: Use the classic template that walks you through setting up a machine learning model to automate the discovery of knowledge gaps and recommend insights into improving knowledge by demand.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/hr-service-delivery/hr-piwb-kb-gaps-insights.html
release: australia
product: HR Service Delivery
classification: hr-service-delivery
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [HR Predictive Intelligence Workbench implementation, HR Predictive Intelligence Workbench, Integration of HR Service Delivery with ServiceNow applications, HR Service Delivery, Employee Service Management]
---

# HR PIWB template: Predict knowledge gaps and insights

Use the classic template that walks you through setting up a machine learning model to automate the discovery of knowledge gaps and recommend insights into improving knowledge by demand.

## Before you begin

Role required: sn\_piwb\_hr\_content.admin

## Procedure

1.  Navigate to **All** > **Predictive Intelligence Workbench** > **Use Cases** > **Create New from Templates**.

2.  From the templates list, go to **Similar HR cases with knowledge gap** template and click **Start**.

    A pop-up with model name appears. This use case is handled in the classic Predictive Intelligence. You will be taken there to complete setup. You can perform the following steps:

    1.  Ensure you click **View product documentation for setting up this use case** to review the instructions on how to configure the solution definition.

        **Note:** Ensure you review and understand the documentation for creating the solution definition.

    2.  Click **Take me there** to get started with the solution definition.
    Machine Learning Solutions landing page appears.

    \[Omitted image "piwb-hr-ml-list.png"\] Alt text: List of ML usecases for HR PIWB

3.  Go to **Similarity** and click **Configure**.

    The solution definition appears.

4.  On the form, verify the default field values and customize the solution as required.


## Result

When the configuration is complete, machine learning algorithm provides various Knowledge Management capabilities, such as similar articles and knowledge demand insights.

## What to do next

You can verify the integration status from **HR Administration** > **HR AI Configurations** > **Solution definition**. The use case is now mapped to the selected solution definition.

**Parent Topic:**[HR Predictive Intelligence Workbench implementation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-piwb-implementation-guidance.md)

**Related topics**  


[Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/predictive-intelligence.md)

[Get started with Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/install-predictive-intelligence.md)