---
title: Knowledge demand insights
description: Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/knowledge-management/knowledge-demand-insights.html
release: australia
product: Knowledge Management
classification: knowledge-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Exploring Knowledge Management, Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities]
---

# Knowledge demand insights

Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.

The Knowledge Demand Insights feature automates the discovery of knowledge gaps in your knowledge bases. Knowledge gaps are topics on which knowledge bases are missing knowledge articles.

Addressing knowledge gaps has the following benefits:

-   Improve effectiveness of self-service: Self-service users get more relevant information for research, troubleshooting, and how to queries.
-   Increase case or incident resolutions: Having relevant information available helps you deflect future cases.
-   Improved case resolution: Agents can find more relevant knowledge articles to solve cases, incidents, problems, and so on.

## Activation information

The Knowledge Demand Insights feature requires the Predictive Intelligence for Knowledge Management plugin \(com.snc.knowledge\_ml\). For more information, see [Predictive Intelligence for Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/predictive-intelligence-for-km.md) and [Additional plugins for Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/additional-plugins-km.md).

## Demand insights dashboards

You can use a demand insights dashboard for your tasks to analyze candidate knowledge gaps and create knowledge gap feedback tasks. By default, the Knowledge Demand Insights feature includes **Demand Insights for Incidents**, **Demand Insights for Cases**, and **Demand Insights: Similar HR Cases and Knowledge** dashboards for incidents, customer service cases, and HR cases, respectively. For other tasks, you can create a dashboard. To access a demand insights dashboard, you must have read access to the tasks and the sn\_km\_ml.knowledge\_curation\_user role. For more information, see [Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/analyze-knowledge-gaps-demand-insights.md).

**Parent Topic:**[Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/knowledge-management.md)

**Related topics**  


[Demand Insights for Cases dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/demand-insights-cases-dashboard.md)

[Demand Insights for Incidents dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/demand-insights-incidents-dashboard.md)

[Demand Insights for HR Cases dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/demand-insights-hrcases-dashboard.md)