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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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Putting Knowledge to Work

Knowledge where people are working

Knowledge is built into the self-service experience and into the Intelligent Capture logging experience for analysts, so relevant articles can be suggested while a request is being raised. Hornbill links knowledge bases to services, which means knowledge reaches the people who use those services, and popular articles can be promoted through portal widgets. Users can reach knowledge from the Employee Portal or Customer Portal as well as from within Service Manager, with access controlled through the same roles and subscriptions described above. Linking an article to specific record types beyond requests and services, such as configuration items or continuity plans, isn’t covered in the documentation reviewed, so it’s worth confirming if that’s a firm requirement.

Learn more: Welcome to Hornbill Knowledge | Intelligent Capture Designer | Customer Portal Configuration

Finding the right article quickly

Search results show the article’s summary, knowledge base and article type. Within Browse, users navigate the topic structure on one side and read the article on the other.

Learn more: Search/Browse

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