# Knowledge Base Generation

Automatically generate, maintain, and optimize your knowledge base. Turn resolved tickets, internal documents, and company policies into structured, searchable articles - without asking anyone to write them by hand.

## Knowledge Base Generation

Automatically generate, maintain, and optimize your [knowledge base](https://docs.harmony.io/settings/managing-knowledge-base). Turn resolved tickets, internal documents, and company policies into structured, searchable articles, without asking anyone to write them by hand.

## How Knowledge Base Generation helps your teams

Auto-generate KB articles: from resolved requests and agent interactions

Unify scattered sources: transform [Confluence](https://docs.harmony.io/integrations/knowledge-base/confluence), [Notion](https://docs.harmony.io/integrations/knowledge-base/notion), and [SharePoint](https://docs.harmony.io/integrations/knowledge-base/sharepoint) pages, PDFs, and past requests into one structured knowledge base

Keep documentation current: by detecting outdated content and [suggesting updates](https://docs.harmony.io/dashboard-and-analytics/using-harmony-insights-for-kb-and-service-catalog-recommendation)

Power self-service deflection: surface the right article before a ticket is ever created

## Documentation that writes itself

- **#1**: Eliminates the #1 blocker to self-service: empty or outdated knowledge bases

- **90%**: Cuts KB creation effort by 90%: no more chasing teams across the company for articles

### Always Improving

Improves continuously: based on what employees actually search for and what resolves their issues

### Higher Resolution

Feeds directly into the AI Service Desk Agent: for higher autonomous resolution rates

## Powerful capabilities built for enterprise IT

- AI-driven article generation: from request resolutions, past knowledge, and internal docs
- Automatic content gap detection: identifies topics employees ask about with no coverage
- Staleness detection: rewrite suggestions based on changing processes
- Approval workflows: for IT review before publishing
- Multi-format ingestion: Confluence, SharePoint, Google Docs, PDFs, Slack threads, and more

## Ingest knowledge from the sources your teams already maintain

- Documentation: [Confluence](https://docs.harmony.io/integrations/knowledge-base/confluence), [Notion](https://docs.harmony.io/integrations/knowledge-base/notion), [Microsoft SharePoint](https://docs.harmony.io/integrations/knowledge-base/sharepoint)
- Service desks: [Freshservice](https://docs.harmony.io/integrations/knowledge-base/freshservice), [ServiceNow](https://docs.harmony.io/integrations/knowledge-base/servicenow-knowledge-base)
- Employee platforms: [Workvivo](https://docs.harmony.io/integrations/knowledge-base/workvivo), [Simpplr](https://docs.harmony.io/integrations/knowledge-base/simpplr)
- Manual upload: PDFs, internal docs, and any file format

## FAQ

### What does Harmony's Knowledge Base offering include?

Harmony’s Knowledge Base combines the best of your existing documentation with AI-powered knowledge creation.

Unified knowledge: connect and synchronize content from your existing knowledge sources - such as Confluence, Notion, SharePoint, and Freshservice KB - so Harmony’s AI can instantly search and answer from your organization’s collective knowledge.

Harmony Insights: continuously improve your knowledge base by automatically identifying knowledge gaps and generating new article suggestions based on patterns detected across resolved support conversations.

### Which external knowledge sources does Harmony sync with?

Harmony connects to and indexes Confluence, Notion, SharePoint, Freshservice KB, and Simpplr, letting the AI agent draw on this content when answering employee requests without employees needing to know where the answer lives.

### How does Harmony Insights generate new KB articles?

Harmony Insights analyzes resolved support conversations and ITSM ticket history to detect recurring patterns. When it identifies a knowledge gap, it generates or updates a KB article suggestion with a recommended title, content outline, source conversations, and volume count.

### How does Harmony tell a knowledge gap apart from a recurring service request?

Harmony Insights classifies recurring patterns automatically: how-to or troubleshooting questions become a knowledge gap suggestion, while repeated requests for something to be done, like software access or hardware issues, generate a Service Catalog item suggestion instead. No manual tagging is required.

### What data can Harmony Insights analyze to find KB gaps?

Harmony Insights can run its analysis on conversation history from Slack, Teams, and portal channels, on ITSM ticket history from a connected platform, or on both together for cross-channel pattern confirmation - filterable by date range and category.

### What are the main benefits of Harmony's Knowledge Base offering?

Harmony's Knowledge Base offering closes documentation gaps automatically: Harmony Insights detects recurring how-to questions and drafts a ready-to-publish KB article, including source conversations and volume counts, so teams don't have to guess what to document next. Syncing Confluence, Notion, SharePoint, ServiceNow KB, Freshservice KB, and Simpplr into one searchable layer also means employees get answers without knowing where the source content lives.