Category Archives: Knowledge Management
AI Feature: Knowledge Article Suggestion
When a request or a problem is resolved, it is good practice to check if a knowledge article for that issue already exists and if not, to create one. This is facilitated in Xurrent by the ‘Create Knowledge Article’ option in the note actions menu (the 3 dots next to a note). Selecting it opens […]
AI Suggestions to Improve Knowledge Articles
In the context of customer support, ‘shift left’ refers to the practice of moving certain support-related activities and responsibilities closer to the beginning of the customer journey or support process. The goal is to address customer issues and provide assistance as early as possible in the support workflow, empowering users to find solutions independently, which […]
Team Selection for Knowledge Article Feedback
When a specialist presses the Provide Feedback button of a knowledge article, a Standard Request form opens for submitting feedback. The rule that determines which team is selected in the ‘Assignment’ section of this RFC has now been modified. Instead of first looking for a (second line) support team, the first line team for the […]
Reference Knowledge Articles
The Reference feature in the Note fields of requests, workflows, and many other records makes it possible for specialists to include references to other Xurrent records in their notes. This include knowledge articles. When a user types some characters in the reference search box, all records of which the subject contains those characters are suggested […]
Applied Knowledge Articles Stored Per Account
A subtle but for knowledge management important change has been made to the way knowledge articles are stored within a request. One of the strengths of Xurrent® is the ease of assigning requests to teams of other, trusted accounts. Just as some other information of those requests, which can differ depending on the account from […]
Multiple Knowledge Articles Per Request
When a knowledge article is created from a note within an incident (or RFI), or when an existing knowledge article is applied to an incident using the Apply button next to an article in the Service Hierarchy Browser, that knowledge article is then “permanently” related to that incident. Its subject is displayed under the subject […]
Public Access to Knowledge Articles
Since a few months it has been possible for organizations to allow guest users to access their self-service portal. This feature is mainly used by local governments that provide a portal, or retail organizations that want to allow consumers to contact the service desk. From Xurrent Self Service, these guest users can consult knowledge articles […]
Knowledge Articles Provided to Me
When the knowledge articles from a service provider are shared with the covered specialists of trusted accounts, these specialists are immediately provided with vital knowledge that can make a difference in doing their own work or supporting that of others. In some cases, for example with support organizations that have specialist roles in many trusted […]
Updated By Filter for Knowledge Articles
To give knowledge managers and other users more insight into who performed the latest update to a knowledge article, the Updated by column is now available for the ‘Knowledge Articles’ views via the ‘Customize Columns’ option of the Ellipsis menu (the three vertical dots next to the filter icon). ‘Updated by’ has also been added […]