---
title: Manage potential knowledge gaps
description: Learn how to review and resolve potential knowledge gaps in the Knowledge Center.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/address-knowledge-gaps.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using Knowledge Center, Knowledge Center, Manage content capabilities, Extend ServiceNow AI Platform capabilities]
---

# Manage potential knowledge gaps

Learn how to review and resolve potential knowledge gaps in the Knowledge Center.

## Before you begin

Role required: admin.

Suggested reading: [Configure skills for potential gaps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/now-assist-in-knowledge-management/configure-na-km.md)

## About this task

Potential gaps also known as Knowledge gaps represent missing documentation for recurring issues. If it’s unresolved, these gaps lead to repeated incidents and higher support costs. Addressing gaps promotes comprehensive coverage, reduces ticket volume, and enhances self-service adoption.

**Note:** Currently, the Potential Gap feature is supported in CSM, ITSM, and HR products.

## Procedure

1.  Navigate to **All** > **Knowledge** > **Knowledge center**.

    You can also access Knowledge center through **Workspaces** > **Knowledge center**

2.  In the **Insights** section, under **Potential gaps**, select **View more** to view the gaps list.

3.  Select a view:

    -   **View all gaps** Review the full list of gaps.
    -   **View top gaps** Review only the highest-priority gap groups.
4.  Select the gaps that you want to manage and choose one of the following actions:

    -   Select **Unmark as gap** to clear related incidents or cases tasks when the article meets completeness criteria.
    -   Select **Mark as Resolved** to close the incident or cases after creating or updating an article.
    -   Select **Create an Article** to draft a knowledge article to address the gap.
    -   Select **Report Knowledge Gap** to create a feedback task for incidents or cases.

        **Note:** When you report a gap, a feedback task is created for the article, and consequently, you can’t create that article again.

5.  Confirm your action if prompted.


## Result

The selected gap is updated or resolved, improving knowledge coverage and reducing repeated incidents.

**Related topics**  


[Potential knowledge gaps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/understanding-knowledge-gaps.md)