<h2>Knowledge demand insights</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2025" /><meta name="DC.rights.owner" content="(C) Copyright 2025" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Knowledge demand insights" /><meta name="abstract" content="Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature." /><meta name="description" content="Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature." /><meta name="DC.relation" scheme="URI" content="../../../product/knowledge-management/concept/knowledge-management.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/concept/capabilities-bundle-landingpage.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/reference/manage-content.html" /><meta name="DC.relation" scheme="URI" content="demand-insights-cases-dashboard.html" /><meta name="DC.relation" scheme="URI" content="demand-insights-incidents-dashboard.html" /><meta name="DC.relation" scheme="URI" content="demand-insights-hrcases-dashboard.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2024-08-01" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="knowledge-demand-insights" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Knowledge demand insights</title></head><body id="knowledge-demand-insights"> <div class="breadcrumb"><a class="link" href="../../../administer/general/concept/capabilities-bundle-landingpage.html" title="Extend the Now Platform with additional applications and features.">Extend Now Platform capabilities</a> > <a class="link" href="../../../administer/general/reference/manage-content.html" title="Handle all the necessary aspects of document and knowledge base management for your enterprise with several ServiceNow products.">Manage content capabilities</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Knowledge demand insights</h1> <div class="body conbody"><p class="shortdesc">Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.</p> <p class="p">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.</p> <p class="p">Addressing knowledge gaps has the following benefits:</p> <ul class="ul" id="knowledge-demand-insights__ul_xdp_kx5_sjb"><li class="li">Improve effectiveness of self-service: Self-service users get more relevant information for research, troubleshooting, and how to queries.</li><li class="li">Increase case or incident resolutions: Having relevant information available helps you deflect future cases.</li><li class="li">Improved case resolution: Agents can find more relevant knowledge articles to solve cases, incidents, problems, and so on.</li></ul> <div class="section" id="knowledge-demand-insights__section_k3s_1x1_mjb"><h2 class="title sectiontitle">Activation information</h2> <p class="p">The Knowledge Demand Insights feature requires the Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml). For more information, see <a class="xref" href="predictive-intelligence-for-km.html" title="The Predictive Intelligence for Knowledge Management capability uses machine-learning algorithms to provide various Knowledge Management capabilities, such as similar articles and knowledge demand insights.">Predictive Intelligence for Knowledge Management</a> and <a class="xref" href="../reference/additional-plugins-km.html" title="After Knowledge Management is activated, you can activate additional plugins that provide access to various additional Knowledge Management features.">Additional plugins for Knowledge Management</a>.</p> </div> <div class="section" id="knowledge-demand-insights__section_jhg_ty5_qmb"><h2 class="title sectiontitle">Demand insights dashboards</h2> <p class="p">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 <span class="ph uicontrol">Demand Insights for Incidents</span>, <span class="ph uicontrol">Demand Insights for Cases</span>, and <span class="ph uicontrol">Demand Insights: Similar HR Cases and Knowledge</span> 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 <a class="xref" href="../task/analyze-knowledge-gaps-demand-insights.html" title="Use the demand insights dashboard for your tasks to analyze candidate knowledge gaps and create knowledge gap feedback tasks.">Analyze knowledge gaps from a demand insights dashboard and create knowledge gap feedback tasks</a>.</p> </div> </div> <div class="related-links"> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/knowledge-management/concept/knowledge-management.html" title="The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.">Knowledge Management</a></div> </div> <div class="linklist relinfo relconcepts"><strong>Related concepts</strong><br /> <ul class="linklist"><li class="linklist"><a class="link" href="demand-insights-cases-dashboard.html" title="The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.">Demand Insights for Cases dashboard</a></li><li class="linklist"><a class="link" href="demand-insights-incidents-dashboard.html" title="The Demand Insights for Incidents dashboard enables you as an incident manager to identify which incidents have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such incidents.">Demand Insights for Incidents dashboard</a></li><li class="linklist"><a class="link" href="demand-insights-hrcases-dashboard.html" title="The Demand Insights for HR cases dashboard enables you as an HR agent to identify which HR cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such HR cases.">Demand Insights for HR Cases dashboard</a></li></ul></div> </div> </body></html></div>