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Documentation

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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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Creating Knowledge

Many ways to capture knowledge

Knowledge can be written from scratch by contributors, or built from the work your team is already doing. Articles can be created from requests and from the resolution of incidents, so know-how captured on the job becomes reusable content. Existing Service Manager FAQs can be converted into knowledge articles, and Hornbill’s HAi AI assistance can help draft articles from solution notes in request records.

Learn more: Welcome to Hornbill Knowledge | Moving FAQs into Knowledge Bases | HAi Knowledge Generator

Rich, engaging content

Contributors use a full article editor to add formatting, tables, images, and links, and to embed videos from YouTube or Vimeo, which supports instructional and video-based content. Administrators can standardize the toolbar options available to everyone so that articles share a consistent look and feel, and can even set a character limit if you want to keep articles concise.

Learn more: Article Editor

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