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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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Browse Knowledge

This view is shared by all Knowledge users as a place to find and read the Knowledge content that is available to them. From here, you can browse through knowledge bases by topic, or use the search bar to find specific articles.

Search and Browse Knowledge

Before you begin

To access the Browse view:

  • You must have the Knowledge User Role assigned to your Hornbill account.
  • You must have access to at least one active knowledge base.

Accessing the Browse view

Depending on the user’s Knowledge role, browsing a knowledge base can be accessed in different ways.

Service Manager and Platform users

If you have a subscription to use the Service Manager application or the platform, you can access Browse from the Knowledge option under the Service Manager application menu.

  1. In the left-hand menu bar, navigate to Service Management > Knowledge.
  2. Click Browse.
  3. Select a knowledge base.
  4. Expand the topic structure to view the articles that sit under each topic.
  5. Select an article to view its content.

Basic users

Users with a basic user account can access the Browse view from the Employee Portal.

To access Browse as a basic user:

  1. Log in to the Employee Portal.

  2. In the top horizontal bar, click Knowledge.

    Knowledge button in top bar

    Tip

    Using the Links widget, an Employee Portal designer can create an easy-to-access link to Knowledge that can be added to any page.

Searching Knowledge

The search bar in the top right of the Browse view allows you to search for articles across all knowledge bases that you have access to. You can search by keywords or tags.

To search the knowledge bases:

  1. On the search bar, select to search on either keywords or tags.
  2. Select the search text box to enter your search query.
  3. In the Search box, enter your search text.
  4. The results page will display a list of articles that match your search query as you type in the Search box.
  5. Select an article to view.

Search results

The list of search results includes links to the relevant articles as well as the following information:

  • The name of the knowledge base that the article belongs to.
  • The article title.
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