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Welcome

Hornbill’s Knowledge offering is available to you as a core part of Service Manager. It’s free for all customers and ready for you to use today.

Why use Service Manager Knowledge?

  • Save time. Instant access to how-to knowledge boosts productivity, empowers people to act quickly, and saves time spent on reinventing solutions.
  • Improve services. Knowledge content accelerates issue resolution by up to 95% — reducing service downtime and improving customer satisfaction.
  • Break down silos. Teams can share knowledge across departmental boundaries — spreading efficiency at scale.
  • Flexibility. You can have as many knowledge bases as you want. Different teams can capture, curate, and share their own knowledge in the way that works for them.
  • Control. Knowledge is shared using entitlements. You can decide which groups have access to which knowledge bases.
  • AI-driven content assistance. Integrated AI tools make it quick and easy to create and edit new knowledge articles from existing solution notes in tickets.

How does it work?

We’ll show you how — step by step. Watch the three videos below to see everything you need to know to get started.

1. Get started with Service Manager Knowledge

First, decide who will be your Knowledge Administrator (who will oversee global settings and assign roles). It is likely that your current Hornbill Admin will also be your Knowledge Admin.

Your Hornbill Admin must assign the Knowledge Administrator role to the nominated person (or themselves) - so they can access the settings and role assignment features.

The Hornbill Admin and the Knowledge Admin (if different people) should watch this video to learn about the structures, settings, and roles:

2. Understand knowledge bases and knowledge managers

With Hornbill Knowledge, any team can have its own knowledge base. Each one needs a Knowledge Manager to create it and manage the contained knowledge. To do so, they must be assigned the Knowledge Manager role by the Knowledge Admin.

Knowledge Admins should watch this video to understand how knowledge bases are managed — and then share the link with team leaders who might want to set up knowledge bases for their teams:

Note

The Knowledge Admin should assign each team leader with the Knowledge Manager role first so that they can access the features after watching the video.

3. Create and share knowledge

Knowledge Admins and Knowledge Managers should watch this video to understand how subject matter experts can contribute knowledge — and how it is shared with service teams and service consumers:

Knowledge Managers should then share this video with the subject matter experts in their teams so that they can start contributing to the team knowledge base.

Find out more

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