Knowledge Base
Self-service article library that empowers agents and customers to resolve issues faster using documented solutions.
Overview
The Knowledge Base is a searchable article library within the Service Desk module. Agents create how-to guides, troubleshooting procedures, and FAQ articles categorized by topic. Once an article is saved it is immediately available to all agents searching for solutions.
Agents can reference articles while handling tickets and link documented solutions directly to resolved cases, building an institutional knowledge repository that improves first-contact resolution rates over time.
Key Features
Article Editor
Rich text editor with fields for title, body, category, and tags. Write step-by-step procedures or explanations in a clean, distraction-free interface.
Category Filtering
Browse articles by predefined categories such as Hardware, Software, Network, and Account. Narrow your search to the relevant domain instantly.
Full-Text Search
Instantly find articles by keyword across both title and body content. Results update in real time as you type, so you reach the right article in seconds.
Article Detail Panel
Click any article in the list to open the full content in a side-by-side reader panel. Read, edit, or delete without leaving the Knowledge Base screen.
Article Fields
Each article stores the following information:
| Field | Required | Description |
|---|---|---|
| Title | Yes | Short, descriptive title that summarises the article topic (e.g. "How to reset VPN credentials"). |
| Body | Yes | Step-by-step solution or explanation written in plain text. Focus on one issue per article for clarity. |
| Category | Yes | Classifies the article for filtering. Choose from Hardware, Software, Network, Account, or other available categories. |
| Tags | No | Comma-separated keywords that improve searchability. Add terms users are likely to search for even if they do not appear in the title. |
| Author | Auto | Set automatically from the logged-in user at save time. Cannot be edited manually. |
Creating an Article
Follow these steps to add a new article to the Knowledge Base:
Articles are immediately searchable after saving. There is no draft or publish workflow — once saved, the article is live for all agents.
Quick tip
The Save button remains disabled until both Title and Body fields contain text. Fill in those two fields first before selecting a category.
Editing & Deleting Articles
Editing articles
Any agent can edit an article to keep it current. Open the article in the detail panel by clicking it in the list, then click the Edit button. All fields — title, body, category, and tags — are editable. Save the changes when finished.
Deleting articles
Deletion is permanent. There is no recycle bin or recovery option. Copy or download the article content before deleting if you think you may need it later.
Best Practices
Writing effective articles
- Write article titles as questions or action phrases — for example, "How to reset your password" or "Resolving slow network connectivity".
- Keep each article focused on a single issue. Create multiple articles rather than one long mega-article that covers several unrelated topics.
- Review and update articles quarterly to prevent outdated solutions from misleading agents. Mark stale articles for review using a tag such as needs-review.
- Link Knowledge Base articles in ticket resolution notes for traceability. This creates an audit trail showing which documented solution resolved each ticket.
- Use tags generously. Include synonyms and common misspellings so agents can find articles even if they do not know the exact terminology.
Search Tips
The search bar sits in the toolbar at the top of the Knowledge Base screen. Searches are performed in real time as you type — there is no need to press Enter. The search engine matches keywords against both the article title and body text.
For best results, filter by category first to narrow the article pool, then type your keyword into the search field. This two-step approach is faster when you know the domain of the issue (for example, select "Network" before searching "VPN").
- Keyword matching — searches scan the full title and body, so partial words such as "connect" will match "connectivity" and "disconnected".
- Tag matching — tags are also indexed, so adding relevant tags to an article makes it discoverable even when the search term does not appear in the body text.
- Category filter — use the dropdown to restrict results to one category before searching. Clear the filter to search across all categories.
Embedded AI Assistant
The Knowledge Base includes an embedded AI Assistant that helps agents manage and discover documentation more efficiently. Click the AI Assistant button in the top-right corner to open the panel.
Intelligent Article Retrieval
Describe a customer issue or support request, and the AI Assistant searches the Knowledge Base and surfaces the most relevant articles automatically. This accelerates first-contact resolution by surfacing solutions that agents might have otherwise missed.
Article Suggestions
Submit a ticket description or customer problem, and the AI Assistant recommends existing Knowledge Base articles that may help resolve the issue. The suggestions are ranked by relevance so you prioritize the most applicable solutions.
FAQ Optimization
Paste an article draft or ticket response, and the AI Assistant identifies common question patterns, suggests FAQ headlines based on actual customer inquiries, and recommends restructuring to improve clarity and searchability.
Document Organization
Get AI-powered recommendations for categorising articles, applying tags, and restructuring your Knowledge Base taxonomy. The assistant analyzes your existing articles and suggests improvements to make the library more discoverable and well-organised.
Attach Knowledge
Click Attach Knowledge in the assistant's bottom dock to ground its answers in your My Knowledge library — your own uploaded sources, or anything a colleague has shared tenant-wide. Sources are ranked by relevance as you type, so the most useful reference material surfaces first.
From Suggestion to Save
AI-suggested articles and optimised content can be directly copied and saved into the Knowledge Base. Use the assistant to brainstorm article structure and tagging strategies, then create or update articles in the main interface with a single click.