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Integrating CloudRadial UCP Articles to ServiceAI

Ricky Cecchini
  • Updated

MSPs using CloudRadial's Unified Client Portal (UCP) can seamlessly integrate their portal's documentation with ServiceAI, enabling bi-directional article management. This integration not only allows ServiceAI to learn from your existing UCP articles but also enables you to push AI-generated articles back to your portal for review and distribution.

Supported Import Methods

Currently, CloudRadial UCP integration works via API connection only. This method keeps your documentation synchronized and allows ServiceAI to both read from and write to your UCP article library.

Creating CloudRadial UCP API Keys

  1. Log in to your CloudRadial UCP portal
  2. Navigate to Partner > Settings
  3. In the Configuration column on the right, select Integrations
  4. Select the API (Beta)
  5. Click + Add API Key to generate a new set of keys
  6. Name the key set ServiceAI Documentation (or similar)
  7. Once generated, copy both the API Key and API Secret and store them in a secure location

Identifying Your Target Company ID

ServiceAI requires a Company ID to determine where AI-generated articles should be pushed within your UCP portal. This ensures articles are sent to a specific company for review before broader distribution.

Understanding Company IDs:

  • Company ID 1 is typically your main partner/MSP company
  • This is the recommended target unless you want articles to route to a specific client company first

To find Company IDs:

  1. In your CloudRadial UCP portal, go to Partner > Clients
  2. Click on the Agents tab
  3. You'll see a Company ID column showing the numeric ID for each company

Connecting the CloudRadial UCP Articles to ServiceAI

  1. Log in to ServiceAI and select the Settings gear at the top
  2. In the Overview tab (where you land by default), select + Add Integration
  3. Under the Integration Type, select Articles
  4. Select CloudRadial for the Article System
  5. Enter the following:
    • The API Key that you generated in the previous step
    • The API Secret that you generated in the previous step
    • The Company ID where you want AI-generated articles to be pushed
      • Typically, 1 for your partner company is recommended
    • Your UCP Domain URL (e.g., https://yourcompany.cloudradialapp.com)
    • The API URL (e.g., https://api.us.cloudradial.com)
  6. Click the Test Connection button to ensure ServiceAI has connected successfully to your UCP portal
  7. Select Save Changes to finalize the setup

Your CloudRadial UCP articles will now begin to sync over. Depending on the volume of your documents, the initial sync could take anywhere from a few minutes to a few hours.

How the Integration Works

Article Import (UCP → ServiceAI)

Once connected, ServiceAI will automatically ingest articles from all companies within your CloudRadial UCP portal. These articles become part of ServiceAI's knowledge base and are used to:

  • Train AI responses based on your established procedures
  • Provide contextual suggestions during ticket analysis
  • Generate improved RPS scores with comprehensive documentation access

Understanding Article Duplication

CloudRadial UCP creates individual copies of articles for each company they're published to.

If you publish an article to five companies in UCP via Content, ServiceAI will import five separate copies - each attributed to its respective organization. While this creates more entries in your ServiceAI Articles section, it provides crucial benefits: company-specific modifications are preserved, and ServiceAI will only reference the appropriate version when providing ticket assistance for that specific company.

This ensures maximum precision in AI responses while respecting client-specific documentation variations.

Article Export (ServiceAI → UCP)

When creating new articles in ServiceAI using AI generation, you have the option to push these articles back to your CloudRadial UCP portal. Here's how it works:

  1. Generate an article in ServiceAI using the AI generation feature
    • You can do this directly within the Articles area
  2. Select + Add to KB
  3. You'll see the option to add to the Internal ServiceAI KB, which will not push the article out; however, selecting CloudRadial will push the article back into UCP as well as add it to the Internal KB
  4. The article is sent to the Company ID you specified during setup
    • Again, this is typically Company ID 1 (your partner company)
  5. Review and refine the article within UCP as needed
    • The article will be located in the target company's Knowledge Base.
    • You will be able to edit this content and Save As (if you have Partner Administrative powers) to distribute it to other organizations in UCP, if you wish to.
  6. Manually distribute the article to specific client companies within UCP as appropriate

Understanding Why Articles Push to One Company

AI-generated articles pushed from ServiceAI to CloudRadial UCP are sent only to the Company ID you specified during setup, not distributed to multiple companies simultaneously.

This is intentional: the article arrives at your Partner company (or designated review company) as a single instance. You maintain full control over which client companies receive the article by manually publishing it within UCP after review.

This workflow ensures quality control while preventing unwanted or premature distribution of AI-generated content.

Why Integrate CloudRadial UCP Articles to ServiceAI?

CloudRadial UCP articles transform your portal documentation into dynamic AI intelligence. This integration provides:

Enhanced AI Capabilities:

  • Surface relevant documentation automatically during ticket analysis
  • Provide contextual suggestions within ticket pods across supported PSA systems
  • Generate improved RPS scores by giving ServiceAI access to comprehensive documentation
  • Enable AI-powered responses that reflect your specific methodologies and standards

Documentation Consistency:

  • AI responses align with your established procedures and standards
  • Consistent troubleshooting approaches across all technicians
  • Client-specific configurations and requirements are reflected in AI suggestions
  • Organizational best practices are embedded in automated assistance

Streamlined Content Creation:

  • Generate new articles using AI based on your existing documentation style
  • Push AI-created articles to UCP for review and refinement
  • Maintain a single source of truth for both human technicians and AI agents

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