CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ32

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

As an agent, you can report a knowledge gap when you cannot locate relevant articles that could help resolve a case. What action is required to create the knowledge gap?

Explanation

ServiceNow Customer Service Management agents create a knowledge gap from the case form by using Related Links to report it. This records that relevant knowledge content is missing for resolving the case.

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