Knowledge Management Overview

A Knowledge Article is a distinct Xurrent record used to share useful information with specialists, end users, or both. It captures a known answer once, the resolution to a common request, the workaround for a known error, or a how-to for a service, so that answer can be reused by everyone who needs it. It doubles as a self-service resource: end users can find the answer themselves instead of submitting a request.

Why it matters

Every request an analyst resolves produces knowledge. If that knowledge stays locked in the request's notes, the next analyst facing the same issue starts from scratch, and the end user has no way to help themselves. Knowledge Management turns one-off resolutions into a reusable knowledge base.

For specialists, that means faster and more consistent resolutions, because the answer to a recurring request is one click away inside the request itself. For end users, it means self service, the ability to find an answer without waiting on the service desk, which reduces request volume for the whole organization.

Because articles are tied to services, and optionally to problems, the knowledge base stays aligned with the service catalog rather than drifting into a disconnected wiki.

Related

See Knowledge Article for the record fields, and Knowledge Article Template for standardizing article structure per service.