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Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

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Building Your Knowledge Repository

A home for your organization’s knowledge

With Hornbill, any team can have its own knowledge base, so a service desk, an HR team, or a security team can each capture, curate, and share knowledge in the way that works for them. Everything in your knowledge bases can be found through Hornbill’s global search, and users can browse by topic or search by keyword from a single Search/Browse view. Articles can also link out to external content.

Learn more: Welcome to Hornbill Knowledge | Search/Browse

Different types of knowledge

Every article is created as a particular article type, and Service Manager comes with several example types that you can edit, remove, or add to. Administrators can then create article templates and link them to one or more types, so a procedure, an FAQ, or a set of user instructions each starts from the right structure. Each article type has its own name, description, icon, and status, and types can be used for filtering, searching, and controlling some aspects of visibility.

Learn more: Article Types | Article Templates

Organizing knowledge into topics

Within each knowledge base, you can build a hierarchical topic structure that groups articles logically and makes it easy for people to navigate to what they need. Topics can be marked as Active, In Development, or Retired, and an article is placed into a topic with a simple selection. Together with article types, topics give you flexible ways to organize knowledge around your audiences, whether that’s end users, the service desk, IT, or the wider business.

Learn more: Topic Structure | Article Types

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