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When the knowledge articles are accessed in the Records console of Xurrent, there are a few views available. One of these used to be called: ‘My Knowledge Articles’.
The name of this view seemed to suggest that it lists the knowledge articles that were created by the person who opened the view. But this view actually presents the articles that are linked to a service for which the person who opened the view is the knowledge manager.
To make this more clear, the view has been renamed to ‘Knowledge Article Managed by Me’.
Note that the knowledge manager for a service is defined in the ‘Responsibilities’ section of the service.
A Note From the Road: What SPARK Taught Me About Time
During the second SPARK event in Antwerp, I stood at the back of a training room and watched a customer build a custom integration with our new iPaaS, wiring Xurrent to another system in her stack that had never talked to it before. No services rep doing it for her. No statement of work, no project plan with a kickoff and a go-live date. Just a person with live beta access in her hands, connecting two systems by hand, and finishing it before her coffee went cold. A year ago that would have been a multi-week project with a budget attached. She looked up, a little surprised it had actually worked, and said something I have not stopped thinking about since. She said it just gave her her week back.
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Most vendors will tell you ITSM implementation takes six months to a year — but modern, configuration-first platforms have rewritten the math entirely. See what real implementations look like in 2026, and why a long rollout is now a choice, not a given.
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