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Explore how BYOK encryption provides superior data security compared to standard Platform Managed Keys, giving organizations complete control over their sensitive information in the cloud.

Exploring Generative AI's role in Xurrent's ITSM platform, including AI-powered virtual agents, request summaries, and automation builders that boost productivity across 90% of customers.

Struggling with IT support? These 7 service desk tips will change how you work — fast.

Discover the 10 critical areas where service management is evolving from 'good to great,' including AI automation, security, and user experience. Learn how Xurrent's modern platform transforms ITSM with concrete examples of innovation.

Discover why MSPs need to protect their business with modern ITSM solutions. Learn how Xurrent's platform helps reduce the 12% customer churn rate through AI automation, incident management, and customer satisfaction tracking.

Learn what Retrieval Augmented Generation (RAG) is and how Xurrent implements this AI approach to enhance ITSM solutions. Discover the key benefits of RAG, including improved accuracy and reduced hallucinations in AI responses.

Xurrent has acquired Zenduty to lead the future of IT Operations Management. Read the blog post to find out more.

Learn what Supervised Machine Learning is, how it works, and its real-world applications. Discover why Xurrent chose a different AI approach using RAG and LLMs instead of traditional supervised learning models. Includes practical examples and business implementation insights.

Discover how Xurrent's secure AI-powered platform drives productivity across ITSM, ESM, and ITOM. Learn about key features including auto-classification, translations, and knowledge article creation.

The Xurrent +AI can now help knowledge managers to easily update existing knowledge articles, by suggesting improvements.

Knowledge Article contents based on the notes of a request are now suggested by Xurrent when the AI app is installed.

A ‘Public’ visibility option was added to all knowledge articles with status ‘Validated’, allowing people to access them without logging in.

For reporting following KCS standards, the application of knowledge articles to a request is now stored per account.

When multiple articles have been applied to a request, all those knowledge articles are now stored and displayed on that request.

It is no longer possible to reference a knowledge article whose status is ‘Archived’ within a note field.

The rule that determines which team is selected in the ‘Assignment’ section of a knowledge feedback RFC has been modified.

A new view with ‘Knowledge Articles Provided to Me’ has been added to the ‘Knowledge Articles’ section of the Records console.

The Updated by column is now available for the ‘Knowledge Articles’ views via the ‘Customize Columns’ option of the Ellipsis menu.

It is now possible to set and update the Created by field of knowledge articles using the import functionality of Xurrent.

It is now possible to add attachments to knowledge articles, which is an alternative to including links with which files can be downloaded.

For several years already, organizations have been able to add a useful widget called most_viewed_knowledge_articles to the homepage of their self-service portal. This widget has been improved slightly to ensure that, if the person accessing the self-service homepage has the Specialist role, the widget considers all articles that the person has access to when it […]

The link rate calculation for the report ‘Knowledge Article Link Rate’ has been adjusted to better align with the KCS methodology.

When a knowledge article is offered to a specialist and the article has not yet been validated, the 'Not Validated' warning is now displayed.

Specialists can now easily grab the hyperlink of a knowledge article, request template or configuration item so that it can be shared with an end user.

Henceforth, knowledge articles can also be translated in the 'Translations' section of the Settings console.

Organizations should consider using their ESM solution to efficiently handle the COVID-19 questions that their people have in a consistent manner.

The view 'My Knowledge Articles' has been renamed to 'Knowledge Article Managed by Me' to make it more clear that this view lists the articles that are linked to a service for which the person who opened the view is the knowledge manager.

The Search functionality in Self Service now provides the ability to look for knowledge articles or request templates only.

Xurrent's attachment file size limit has increased dramatically so that users no longer need to worry about the size of the files they share in Xurrent.

A significant performance enhancement has been deployed to ensure that specialists can look up knowledge articles even faster.

Xurrent now proactively proposes the most-used knowledge articles, even when people are not searching.

Sometimes a new knowledge article needs to be prepared that is very similar to an existing one. Duplicating this article can save you some time.

Specialists are now able to preview a knowledge article before applying it to a request to make sure that the article is the one they were looking for.

The status of each knowledge article is now visible in the search results for service desk analysts and specialists. This makes it easier to spot ’New’ articles. The result should be that the instructions are more carefully reviewed after a ‘New’ article has been applied to a request, avoiding small mistakes from getting passed to […]