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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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Knowledge Management Overview

Good knowledge management means the right answer reaches the right person at the right moment, whether that’s an analyst working an incident or a user trying to solve a problem themselves. This guide walks through the core capabilities of Hornbill Service Manager that support effective knowledge management, from building and organizing your knowledge through to measuring how well it works and keeping it up to date.

Each topic below gives a short, plain-language explanation of how Hornbill supports that capability, along with links to the relevant Hornbill Configuration and User Guides so your technical teams can explore the detail whenever they are ready. Hornbill Knowledge is included as a core part of Service Manager.

The two guides referenced throughout are the Service Manager Configuration Guide, aimed at administrators setting up and tailoring the application, and the Service Manager User Guide, which covers day-to-day use by your service desk and end users.

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