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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How Knowledge content is accessed

Once an end user has been granted access to Knowledge, that user can find articles in several ways:

  • global search
  • through Search on the portals
  • in the Knowledge Base Articles widget that can be added to the portals
  • in the Services widget against the articles’ associated service

Knowledge articles also can be surfaced when service desk agents raise requests. The agent can begin typing in the Summary field of a new incident and then immediately see relevant articles. The agent can then use the articles to support the customer directly, or share them with the customer.

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