Knowledge Manager
Product Overview
Digital Worker Name: Knowledge Manager 1.0
Release Version: Q1 2026
Release Date: 1 May 2026
What's New
This release introduces the Knowledge Manager Digital Worker, a configurable, agentic digital worker for end‑to‑end enterprise knowledge management and continuous improvement.
It helps teams discover trusted knowledge faster, identify where knowledge is missing, and support the creation of new knowledge articles through governed workflows.
Designed for enterprise use, the digital worker keeps interactions and actions visible, explainable, and auditable, while fitting into existing support and service processes.
What’s new at a glance:
Knowledge Querying enables unified querying across enterprise knowledge sources to help users find answers faster.
Multi-Source Knowledge Search delivers context-aware retrieval with relevance ranking and confidence scoring.
Ticketing Knowledge & Gap Analysis identifies knowledge gaps using real-world usage patterns and ticket insights, helping teams spot where new knowledge is needed.
Knowledge Base Article Generation assists in drafting knowledge articles from resolved tickets and cases, with mandatory human-in-the-loop approval before publication.
Integrates with widely used enterprise ticketing platforms to support governed gap resolution.
Can be deployed through Microsoft Teams, web widgets, existing chatbots, or API.
Built for scale, configurability, and enterprise governance.
Changes in Product Offering
New or Enhanced Functionality
This release introduces the Knowledge Manager Digital Worker as a new capability within the IFS Loops ecosystem, providing a scalable, governed foundation for enterprise knowledge operations and continuous improvement.
Release Scope & Constraints
This section outlines the supported content types, integrations, and known constraints for the Knowledge Manager Digital Worker in this release.
Supported Knowledge Content Types
Text‑based knowledge articles and structured documents.
PDFs and document repositories accessed via supported knowledge connectors.
Supported Interaction Channels
Microsoft Teams
Embedded web widgets
Existing enterprise chatbots
API‑based access
Supported Ticketing Systems
IFS Cloud (Service Requests)
IFS Assyst
Jira
ServiceNow
Salesforce
Zendesk
Supported Knowledge Connectors
IFS Cloud Knowledge
SharePoint
Confluence
Web‑based knowledge portals (via crawler)
Ticketing systems act as the system of record for tracking, resolving, and governing identified knowledge gaps.
Known Limitations & Edge Cases
The following scenarios are not supported or require human‑in‑the‑loop (HITL) involvement in this release:
Autonomous knowledge publication without human approval.
Voice‑only, hands‑free knowledge interactions.
Continuous gap tracking without integration into a ticketing or case management system.
Prerequisites
This section outlines customer‑side prerequisites required to successfully configure and use the Knowledge Manager Digital Worker.
These prerequisites are in addition to any configuration performed within IFS Loops.
Supported Versions
IFS Cloud Compatibility: Configurable based on customer requirements and integration scope. The Knowledge Manager Digital Worker operates independently of specific IFS Cloud release versions and can be deployed alongside existing ERP and service landscapes.
Knowledge & System Prerequisites
The following must be in place to support effective knowledge operations:
Relevant enterprise documentation should be organized and ready to be made available through supported knowledge connectors
An enterprise ticketing or case management system to enable knowledge gap detection and assisted article generation.
Last updated
Was this helpful?