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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Search/Browse

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 Search/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 Search/Browse view

Depending on the user’s Knowledge role, Search/Browse can be accessed in different ways.

Service Manager users

If you have a subscription to use the Service Manager application, you can access Search/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 Search/Browse.

Basic users and those without a Service Manager subscription

If you have either a basic user account or if you are a regular user without a Service Manager subscription, you can access Search/Browse from the Employee Portal.

To access Search/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.

Browse Knowledge

To browse a knowledge base:

  1. Make sure you are in Browse by setting the Search/Browse toggle to Browse. Toggle to Browse from Search
  2. Click the card that corresponds to the knowledge base you want to browse.

When browsing knowledge, the view is split into two sections:

  • The topic navigation is located in the left panel where you can expand and view the topic structure and select the articles that sit under each topic.
  • The right-hand side is the reading pane. In addition to reading an article, you can provide feedback by liking or disliking an article.

Search Knowledge from within Browse/Search

To search the knowledge bases:

  1. Make sure you are in Search by setting the Search/Browse toggle to the search icon. Toggle to Search from Browse
  2. In the Search box, enter your search text.

Search results

The list of search results you get when executing a search in Search/Browse includes links to the relevant articles as well as the following information:

  • Article ID and Title. Click the Article ID to open the article in the Browse view.
  • The name of the knowledge base that the article belongs to.
  • The search-match percentage.
  • The article type.
  • Counts of views, likes, dislikes, and shares.
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