Knowledge Article Suggestions after Service Selection

After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge articles for the selected service.


Similarly, after a service desk analyst has selected a service in the Service Desk console, the available knowledge articles for this service are proposed below the service’s request templates.

Like with the request templates, the most-used knowledge articles are presented at the top of the list. This means that Xurrent now proactively proposes the most-used knowledge, even when people are not searching.