# Knowledge Manager

{% updates format="full" %}
{% update date="2026-05-01" %}

## 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

<details>

<summary>New or Enhanced Functionality</summary>

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.

</details>

<details>

<summary>Deprecated Functions</summary>

Not applicable.

</details>

<details>

<summary>Removed Functions</summary>

Not applicable.

</details>

### Release Scope & Constraints&#x20;

This section outlines the supported content types, integrations, and known constraints for the Knowledge Manager Digital Worker in this release.

<details>

<summary>Supported Knowledge Content Types</summary>

* Text‑based knowledge articles and structured documents.&#x20;
* PDFs and document repositories accessed via supported knowledge connectors.&#x20;

</details>

<details>

<summary>Supported Interaction Channels</summary>

* Microsoft Teams&#x20;
* Embedded web widgets&#x20;
* Existing enterprise chatbots&#x20;
* API‑based access&#x20;

</details>

<details>

<summary>Supported Ticketing Systems</summary>

* IFS Cloud (Service Requests)&#x20;
* IFS Assyst&#x20;
* Jira&#x20;
* ServiceNow&#x20;
* Salesforce&#x20;
* Zendesk&#x20;

</details>

<details>

<summary>Supported Knowledge Connectors</summary>

* IFS Cloud Knowledge&#x20;
* SharePoint&#x20;
* Confluence&#x20;
* Web‑based knowledge portals (via crawler)&#x20;

Ticketing systems act as the system of record for tracking, resolving, and governing identified knowledge gaps.

</details>

#### Known Limitations & Edge Cases&#x20;

The following scenarios are not supported or require human‑in‑the‑loop (HITL) involvement in this release:&#x20;

* Autonomous knowledge publication without human approval.&#x20;
* Voice‑only, hands‑free knowledge interactions.&#x20;
* Continuous gap tracking without integration into a ticketing or case management system.&#x20;

### Prerequisites

This section outlines customer‑side prerequisites required to successfully configure and use the Knowledge Manager Digital Worker.&#x20;

These prerequisites are in addition to any configuration performed within IFS Loops.&#x20;

#### Supported Versions&#x20;

**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:&#x20;

* Relevant enterprise documentation should be organized and ready to be made available through supported knowledge connectors&#x20;
* An enterprise ticketing or case management system to enable knowledge gap detection and assisted article generation.&#x20;
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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://kb.theloops.io/releasenotes/release-notes/digital-workers-release-notes/knowledge-manager.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.