IT Knowledge Management

Build a structured, searchable knowledge base for your IT organization. Use templates for consistency, guided dialogs for structured troubleshooting and embed multimedia like images or videos. Organize knowledge in news articles, attach files and enrich content with decision trees. Easily manage versions, comments, access rights and translations through automated workflows. Every step—from content creation to feedback—is fully configurable and traceable.

Leverage semantic, self-learning search to deliver precise answers—even across federated sources like SharePoint or file systems. Integrate the search directly into ticket workflows: Support agents can find and attach solutions within seconds, boosting productivity and resolution times.

Adapt the interface to match your workflows. Use drag & drop to arrange search bars, result displays, filters, navigation trees and pinned content. Tailor the experience to different user groups—for optimal usability and visibility of essential knowledge elements.

Get the full picture of how your knowledge is used. Analyze failed searches to spot content gaps, monitor document usage and user feedback and track workflow durations. These insights drive optimization—helping you continuously align content with support needs.

Support agent development with built-in e-learning tools. Create and assign questionnaires and tests to assess knowledge levels. Summarize results and track mandatory training completion—identifying skill gaps and certifying learning activities as official training time.