Knowledge Management

Knowledge Articles are articles that are written and maintained by Service Desk technicians and are a way of providing your staff and/or customers with a clear and common understanding of your services. They can be created either manually or spawned from other Cherwell record types (such as Incidents or Service Requests). Knowledge Articles have a dedicated workflow, including approvals and review periods, to ensure that the information is accurate and suitable for sharing with staff, with the ability to mark Knowledge Articles as being technician or customer facing (making them visible within the customer Self-Service Portal) if required.