All About ServiceAI's Articles Tab

The Articles tab serves as ServiceAI's knowledge management center, transforming documentation into the core engine that drives AI confidence and response quality. 

This section provides MSPs with comprehensive tools to import, generate, and optimize knowledge base content, which directly determines ServiceAI's ability to provide accurate, contextual AI responses and achieve higher Ticket RPS scores across their service desk operations. 

• The Strategic Purpose of Knowledge Management for AI Readiness and Agent Empowerment
• Understanding the Articles Grid
  • About the Article Grid Columns
  • Customizing the Articles Grid to Your Preferences
• Individual Article Analysis and Intelligence
  • Article Details Pane
  • Similar Articles Grid
  • Article Content & Editing Tools
• Available Actions and Business Impact
  • Import External Documentation
  • Generate New Articles
  • Access Idea Library Templates
  • Optimize Article Quality
  • Eliminate Content Redundancy

The Strategic Purpose of Knowledge Management for AI Readiness and Agent Empowerment

• The Articles tab converts static knowledge base content into dynamic AI resources that directly impact Ticket RPS scores and deployment readiness. Better-organized, more readable articles lead to higher AI confidence levels and more successful support interactions, both among AI and human agents. In short, the better the quality of the article, the higher the collective intelligence of the MSP.

Accelerate AI Deployment Through Content Optimization

• By analyzing and improving article quality using AI readability scores and grammar assessments, MSPs can systematically enhance their knowledge base to achieve the documentation standards necessary for successful automation and human agent empowerment.

Enable Data-Driven Documentation Strategy

• Article analysis provides concrete metrics for prioritizing documentation improvements, identifying content gaps, and measuring the direct impact of knowledge base enhancements on AI deployment readiness scores.

Support Consistent Service Delivery Standards

• Knowledge management tools ensure that AI responses reflect current procedures, maintain consistent quality standards, and eliminate outdated or conflicting information that could impact service delivery.

Understanding the Articles Grid

The main articles grid displays all knowledge base content imported into ServiceAI and/or generated through the platform, providing filterable, sortable access to documentation performance metrics and optimization opportunities.

About the Article Grid Columns

Some of the articles grid columns include:

• Title: Knowledge base article names for direct identification.
• Source: Where the article came from — "Internal" for articles created inside ServiceAI, or the connected KB system's name (e.g. "ConnectWise", "HaloPSA", "ITGlue", "Hudu") for imported articles.
• Publish Date: When the article was first published. Articles imported from a connected KB system carry the original publish date; articles created inside ServiceAI are stamped with their creation date.
• AI Grammar Score: AI assessment of writing quality and structure on a 1-10 scale.
• AI Readability Score: How effectively ServiceAI can extract answers from the article content - which directly impacts Ticket RPS performance - on a scale of 1-10.
• Edited At: Latest date of article updates, which provides a content freshness indicator for maintenance planning.

There are many more grid columns that you can customize to your preference to set the portal to look exactly the way you want, providing the most valuable knowledge management data to you at a glance.

Customizing the Articles Grid to Your Preferences

MSPs can personalize the articles grid to match their documentation workflow needs:

Adjust Columns: Click the Settings icon to edit the standard view and add, remove, or reorder columns based on the information most relevant to your knowledge management priorities.

Create Custom Views: Click on the Settings icon and select the New View button to create specific column configurations and combinations for different types of analysis (e.g., "Low Quality Articles" or "Articles Needing Content Review").

Note that custom views are user-specific and not shared between team members, allowing each documentation manager to optimize their individual workflow.

Individual Article Analysis and Intelligence

Clicking on any article opens ServiceAI's comprehensive content intelligence interface, providing several key analysis areas:

Article Details Pane

This pane provides essential content information with critical optimization tools and to assist agents in seeing how their documentation is organized:

• Title: The title of the article pulled from the source of the article (either from a connected KB system, or from within ServiceAI if the article was written in-system).
• Status: The current publishing status of the article (Draft, Published, etc.) pulled from the source of the article, if available.
• Category: The category of the article pulled from the source of the article, if available.
• Section: The section of the article pulled from the source of the article, if available.
• Company: Any specific company associations with the specific documentation, if available. Commonly, IT Glue articles can be associated with specific companies.
• Tags: Any tags pulled from the source of the article, if available.
• Author: The author of the article pulled from the source of the article, if available.
• AI Grammar Score: ServiceAI's interpretation of the grammar and human legibility of the article on a scale of 1-10, with 10 being the best. Improving this can have a positive impact on both agents and requesters (users), as better-formatted and written articles lead to better user experiences and higher resolution rates of issues.
• AI Readability Score:  ServiceAI's interpretation of the AI readability of the article on a scale of 1-10, with 10 being the best. Improving this metric on documentation means that the AI will have an easier and more efficient time with matching answers from an article to requester queries (both from end users and human agents).
• Keywords: The top relevant keywords from the article's body and title, according to ServiceAI.
• AI Summary: The AI-generated summary of the article created by ServiceAI.
• AI Recommendations: The recommendations for improvement on the piece of documentation by ServiceAI. Following these may improve the AI grammar and readability score, as well as general customer satisfaction.

Similar Articles Grid

This grid provides insights into relevant and related pieces of documentation available around the topic. The grid covers:

• Title: The title of the related/similar articles that ServiceAI believes are related with relatively high confidence.
• Match Score: The match score percentage, on a scale of 1 - 100%, that shows how similar articles overlap.
  • Scores of 90-100% generally indicate significant content duplication across articles.
  • Scores of 50-89% generally indicate supplementary or highly related articles.
  • Scores of 49% or below generally indicate loose associations between articles.
• Actions: A quick navigation to either View the article (this opens up the related article within ServiceAI) or the Help Desk button (opens the article in the source location).

The purpose of the similar articles grid boils down to:

• Duplicate Detection: AI identification of potentially overlapping content that could confuse AI responses and degrade user experience
• Content Consolidation Opportunities: Recommendations for merging or restructuring related articles to eliminate redundancy and improve AI response accuracy
• Knowledge Gap Analysis: Identification of areas where multiple articles address similar topics but may have gaps or inconsistencies

Article Content & Editing Tools

Direct content optimization capabilities within ServiceAI help you make edits on the fly without needing to constantly bounce back and forth between documentation toolsets. 

Within ServiceAI, you get: 

• Full Article Preview: Complete article content display within the ServiceAI interface for immediate review by agents.
• AI-Powered Rewrite: Content improvement functionality that restructures and enhances grammar, clarity, and AI readability while preserving technical accuracy.
• Side-by-Side Comparison: Original versus AI-enhanced version comparison tools for evaluating improvements before implementation (available as a part of the AI-powered rewrite experience).
• Integration Options: Ability to update existing knowledge base articles directly or download HTML versions for manual upload to external systems.

Available Actions and Business Impact

ServiceAI provides several knowledge management tools that transform documentation analysis into systematic AI readiness improvements.

Import External Documentation

Integrate existing knowledge base content from established documentation systems. 

How to Use: Use the Import functionality to upload IT Glue exports via ZIP file (up to 100MB, must contain documents.csv file) or connect other documentation sources to migrate existing content into ServiceAI for analysis and optimization as they become available.

• Note: At the time of writing, the only available import option is from IT Glue Export Files. 

Business Impact: Leverages existing documentation investments by enhancing them for AI deployment, accelerates AI readiness by building on proven content, and provides an immediate baseline for AI confidence improvements.

Generate New Articles

Create targeted documentation to address identified knowledge gaps:

How to Use: Click Generate from the button at the top of the Articles section to use AI-assisted article creation with optional source URL references, utilizing the same functionality available throughout the ServiceAI platform.

You will be able to preview and edit the article before creation. You will also be able to save the article as a file (HTML format) for upload to any documentation platform of your choosing, as well as adding it directly to your connected KB system (if applicable) in draft mode. 

Business Impact: Directly improves Ticket RPS scores by filling documentation gaps, reduces time spent on manual article creation, and ensures new content meets AI readability standards from creation.

Want to know the best practices of article prompting and creation? Click here.

Access Idea Library Templates

Utilize pre-populated article templates for common documentation needs. If you are starting from scratch and want some of the most basic and common M365 documents in your own knowledge base pulled from trusted sources, this is a great option.

How to Use: Browse the Idea Library for Microsoft 365 KB article templates and other common IT documentation starting points, with direct links to source materials and one-click article generation.

Business Impact: Accelerates documentation creation for standard procedures, ensures comprehensive coverage of common support topics, and provides proven article structures that optimize AI readability.

Optimize Article Quality

Enhance existing content using AI-powered improvement tools:

How to Use: In a specific article, find the Article Content pane and use the Rewrite button to apply AI-assisted content improvement that restructures articles for better grammar, clarity, and AI accessibility while maintaining technical accuracy. 

• Note: This is most effective on articles with low AI Grammar and AI Readability scores.

As the article is rewritten, you will be able to see both the original version and the refreshed version on the same screen to review the changes. You will have the option to:

• Update in KB: If you have a connected KB system, ServiceAI can overlay the changes on top of your existing article and update it.
• Download: Downloads the changed version of the AI-rewritten article in HTML.
• Cancel: Cancels any changes and does not save the AI-rewritten version of the article.

Business Impact: Systematically improves AI Readability Scores across the knowledge base, enhances AI response quality and confidence, and reduces the manual effort required to optimize documentation for AI deployment.

Eliminate Content Redundancy

Identify and address overlapping documentation that could confuse AI and agent responses:

How to Use: Review Similar Articles recommendations to identify potentially overlapping content, then consolidate, restructure, or eliminate redundant articles that could degrade AI response accuracy.

Business Impact: Improves AI response consistency by eliminating conflicting information, enhances user experience by reducing confusion from multiple similar articles, and streamlines knowledge base maintenance efforts.

Linking an Article to a Company

Internal articles can optionally be associated with a specific company. This is useful for storing company-specific procedures, credentials, or context that should surface when working with that company's tickets or records.

To link an article to a company:

1. Open the article edit blade (click the edit icon on any article, or create a new article).
2. In the Company field between the Title and Content fields, type to search for and select the company.
3. Save the article. It will now be associated with that company and may surface in company-related AI searches.

To remove the company association, clear the Company field and save the article.