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Knowledge Management integrations

Knowledge Management integrates with Service Desk, Incident Management, and Problem Management to help meet your business needs. When Knowledge Management is integrated with each of these Service Manager modules, users can do the following:

  • Starting at Service Desk, users responding to an Interaction record can search for similar interaction records with solutions.
  • Users updating Incident records can search for similar issues with solutions in the knowledgebases.
  • When working on Problem records, users can perform the following tasks:
    • search for similar problems, incidents, known errors, or knowledge documents
    • use the resolution from an existing resolved issue in a knowledgebase as a solution for the problem
    • use the information from a problem resolution to create a new knowledge document

Related topics

Knowledge Management record mapping

Knowledge Management integration with Service Desk Interaction

Knowledge Management integration with Incident Management

Knowledge Management integration with Problem Management

Search for a solution
Create knowledge from an interaction, incident, problem, or known error