Report knowledge gap from a case

An OSP agent can report a knowledge gap for a case.

Before you begin

Role required: sn_csm_ocs.ext_agent

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases.

2. Open a case.

3. Is knowledge available for the case in the Knowledge Gaps related list.

4. Click Report Knowledge Gap related link.

5. Enter the description.

6. Click Submit.

   A knowledge gap is created and you can view it under the Knowledge Gaps related list.

   For more details, see Report a knowledge gap