Report knowledge gaps based on unsuccessful searches

---
title: Report knowledge gaps based on unsuccessful searches
description: Report a knowledge gap from the Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/report-knowledge-gap-unsucc-search.html
release: australia
product: Analytics and Reporting Solutions for Customer Service
classification: analytics-and-reporting-solutions-for-customer-service
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Platform Analytics Solutions for Self-Service Analytics for Customer Service, Analytics and reporting, Customer Service Management]
---

# Report knowledge gaps based on unsuccessful searches

Report a knowledge gap from the Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service.

## Before you begin

Role required: sn\_customerservice\_manager

## About this task

The Unsuccessful Searches report in the Self-Service Analytics dashboard for customer service reports a collection of searches for knowledge articles with no results or results with no clicks. You can report a knowledge gap for such unsuccessful searches.

## Procedure

1.  Navigate to **All** > **Self-Service** > **Dashboards**.

2.  Click **Self-Service Analytics**.

3.  On the Knowledge tab, on the Unsuccessful Searches report, click a bar.

4.  Click **Report Knowledge Gap**.

5.  In the **Description** field, describe the knowledge gap.

    By default, the **Description** field shows frequently appearing words in the associated collection. You can also enter custom instructions for addressing the knowledge gap. When entering instructions, you can provide a summary of your analysis so that knowledge authors have the necessary information to create an article from the feedback task.

6.  Click **Submit**.


## Result

If a collection is reported as a knowledge gap, a feedback task of type Unsuccessful search is created in the Knowledge Management application. If the assignment rules are set, the feedback task is assigned to an ownership group or an author.

**Related topics**  


[Self-Service Analytics dashboard for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/ssa-cs-dashboard.md)