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Knowledge lets users browse and search documents from a connected knowledge system. The visible provider, folders, and documents depend on your organization’s integrations; IT Glue is supported in the current Knowledge experience when configured.

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Find a document

  1. Open Knowledge.
  2. Browse the available folders or search by the terms a technician would use.
  3. Open the document and check its title, account or organization scope, and last-update information when available.
  4. Verify critical steps, credentials handling, and customer-specific exceptions before using it.

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Use knowledge with Chat

When you ask Chat to use a knowledge article:
  • name the article or attach the relevant file;
  • state whether it is the current approved procedure;
  • ask Forge to cite or identify the supporting section;
  • compare conflicting documents rather than silently choosing one;
  • record outdated content for its owner.

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Keep the knowledge base usable

A useful article has:
  • a clear title using the language people search;
  • scope and prerequisites;
  • ordered steps with observable outcomes;
  • safety, rollback, and escalation boundaries;
  • an owner and review trigger;
  • account-specific differences in the appropriate scope.
Search results show available source material; they do not guarantee that an article is current or approved. The source knowledge system remains authoritative.
Runbooks and skills turn selected guidance into agent-ready procedures. Continue with Skills or Runbooks.