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 organizations, the amount of knowledge articles (KAs) to search through can even become overwhelming. For this reason, the new ‘Knowledge Articles Provided to Me’ view has been added to the ‘Knowledge Articles’ section of the Records console.
The ‘Knowledge Articles Provided to Me’ view shows all KAs that a specialist of the account selected in the Account Switcher has access to, which are all the KAs that can be found using global search. The view includes an ‘Account’ column and can be sorted and filtered on account, as well.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.
Managing risks and delivering successful AI-driven outcomes at the Service Desk
Discover how IT leaders can navigate AI risks and achieve successful outcomes at the service desk. Learn strategies for cost control, robust security, and minimizing AI hallucinations to deliver measurable ROI. Download the Gartner report for deeper insights.