Knowledge base
The knowledge base is where answers live. One article serves four consumers at once:
- Agents, who see matching articles suggested beside every ticket.
- End users, who search it in the portal before (instead of!) opening a ticket.
- The AI assistant, which grounds its answers in published articles — it cites what it used, and what is not in the base it does not invent.
- The widget on your site, which answers from public articles.
An article’s life
Section titled “An article’s life”DRAFT → PUBLISHED → (ARCHIVED)Only published articles are searchable, suggested, or used by the AI. Drafts are visible to their authors and editors; archived articles leave circulation without losing history.
Visibility: internal vs public
Section titled “Visibility: internal vs public”| Visibility | Who can read it |
|---|---|
| Internal | Your team only — procedures, escalation contacts, internal tooling |
| Public | Also end users in the portal, the widget, and the AI when it answers customers |
This line is enforced everywhere at once: an internal article never appears in the portal, never surfaces in the widget, and is never used by the AI to answer someone outside your team — so an internal procedure cannot leak through an AI reply.
Organization
Section titled “Organization”- Categories group articles by theme.
- Tags, service and configuration item connect articles to tickets — the suggestion engine uses them, so a well-tagged article surfaces even when the ticket uses different words.
- Votes and favorites tell you which articles actually help; view counts count unique readers.
Search
Section titled “Search”Search understands French morphology — a search for connexion finds articles about se connecter through their content — and forgives typos (imprimente finds imprimante). Results are ranked by relevance, not recency.
Next: Writing effective articles.