As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
A.
Document the knowledge gap in the case work notes and escalate the case
B.
Post a question in one of the various Customer Service Management knowledge bases
C.
Use Related Links on the case form to report a knowledge gap
D.
Use the Create Knowledge button on the case form to report a knowledge gap
C is correct.
Procedure
Open a customer service case.
(Optional) Search for existing knowledge articles or create a knowledge article to help resolve a case.
Click the More UI Actions icon (agent workspace more UI actions icon) and then click Report Knowledge Gap.
In the platform interface, click the Report Knowledge Gap related link on the Case form and provide information in the resulting pop-up window.
The system opens a new knowledge feedback task in a sub-tab. The short description from the case is copied to the Description field on the task.
(Optional) Edit the knowledge feedback task description.
Click Save.
The task is added to the Knowledge Gaps related list on the Case form.
given answer is correct
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/administer/workspace/task/csm-workspace-report-knowledge-gap.html
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