Knowledge Intelligence
Trusted answers, continuously improved
The Knowledge Agent grounds every answer in approved sources, then reports where knowledge is missing, stale, duplicated, or unhelpful.
Tickets without matching KB
1,340
New articles drafted by AI
86
Articles with low helpfulness
42
Knowledge reuse rate
64%
Most used KB articles
Highest reuse across employee self-service and agent answers.
- 4.6 / 5
Reset MFA method for corporate devices
9,120 uses this quarter
- 4.2 / 5
Teams call quality troubleshooting
6,480 uses this quarter
- 4.0 / 5
Request application access via portal
5,240 uses this quarter
- 4.1 / 5
VPN client reinstall for field laptops
3,910 uses this quarter
Knowledge gaps and hygiene
Missing, outdated, duplicate, and retirement candidates.
- Missing
Conditional access app failures
418 tickets with no matching article
- Outdated
Device refresh VPN steps
Last updated 14 months ago
- Duplicate
Teams audio troubleshooting
3 near-identical articles
- Retire
Legacy Office install guide
Helpfulness score 2.1 / 5
- Missing
ServiceNow macro for access issues
Would deflect ~1,900 tickets/yr
AI recommendations
Actions queued for knowledge management review and approval.