Knowledge Bases
Organize the knowledge available to your organization.
Knowledge BasesOrganize the knowledge available to your organization.
Article RecordsMaintain governed operational knowledge.
CategoriesAlign request and knowledge categorization.
External SourcesConfigure the knowledge sources the platform can use.
OrganizePublish
Manage knowledge bases, categories and external sources, and make knowledge available to service teams and portal users.
What Connects Here
Explore in detailArticle Records
Maintain governed operational knowledge.
Categories
Align request and knowledge categorization.
External Sources
Configure the knowledge sources the platform can use.
Organize → Publish → Find
Explore the details below, then bring your workflow, source data and questions to a guided conversation.
Built into the platform
The capabilities behind
the experience.
Knowledge bases
Organize the knowledge available to your organization.
Article records
Maintain governed operational knowledge.
Categories
Align request and knowledge categorization.
External sources
Configure the knowledge sources the platform can use.
Service context
Use knowledge alongside incidents and requests.
Portal discovery
Give users a path to find help before raising work.
Actual product view
Inside Knowledge Management.
See the running demo environment. Features and records are subject to your role, configuration and integrations.
Connected by design
Context travels
with the work.
Service records, configuration items, people, locations and evidence share the same operational foundation. Move from investigation to the related asset, service or customer workflow with clear ownership.
Explore the platform architectureImplementation context
Views and actions follow configured roles, permissions, enabled modules and connected source data. Screens show a demonstration environment.
Who this is for
Knowledge managers, service desk leads, article owners and employee support teams
Helpful information is difficult to reuse when articles, categories and external sources are disconnected from the work users are trying to complete. Teams need governed knowledge records and a clear path from portal discovery to service context.
Illustrative walkthrough
Connect published help with a service request
A fictional employee seeks help with an access issue while an analyst investigates a related request. The knowledge owner wants both users to find the appropriate published guidance and understand its operational context without exposing unrestricted external material.
01Organize the knowledge structure
Review knowledge bases and article records, then align their categories with the service request topics the organization expects employees and agents to use. Organize the knowledge available to your organization.
02Qualify the available sources
Inspect configured external knowledge sources and the operational knowledge relevant to the current incident or request before relying on an article as guidance. Align request and knowledge categorization.
03Test the user discovery path
Find help through the service portal and compare the result with the knowledge available alongside the agent record, respecting each audience and its permissions. Use knowledge alongside incidents and requests.
Have an employee and an agent find guidance for the same illustrative service issue, then show the article record, category and configured source behind the selected information. Use demonstration records and preserve the applicable reporting scope.
Explore the platform
See Qintorava in action.
Open a workspace for a closer look.
Prepare the evaluation
Bring the right inputs.
What to prepare
- Knowledge base and article records
- Service and article categories
- Configured external knowledge sources
Candidate measures to agree
- Common requests with relevant published guidance
- Time to find an applicable article
- Articles reviewed with clear source context
These are evaluation criteria, not promised outcomes. Agree the baseline, scope, source coverage and acceptance method with the responsible owners before drawing conclusions.
Questions for this topic
Get the details.
Can knowledge appear beside service work?
Yes. Knowledge is available alongside incidents and requests so service teams can examine relevant guidance in context rather than searching an unrelated repository.
Does every external document become available automatically?
No. External sources are configured, and the evaluation should establish which sources, records and audience permissions are actually available for the proposed knowledge experience.
Does finding an article guarantee ticket deflection?
No. Portal discovery creates a self-service path, but successful resolution and any reduction in requests require measurement against the organization’s own baseline and user outcomes.
Your next operating chapter
See what connects
when everything connects.
Bring one workflow, one service challenge or one part of your estate. We’ll show you where Qintorava fits.