02 · Knowledge
One knowledge graph. Three audiences. No copy-paste.
The same source of truth serves your public help center, your signed-in customers, and your internal runbooks — with enforcement at retrieval, not at render.
How it works
From a capture to a governed article, without a second write-up.
- 01A capture becomes an articleOne click promotes a guide into a knowledge base article, keeping its steps, its screenshots and its link back to the capture.
- 02Tag it once per audiencePublic, customer, internal. A chunk can carry several; every query carries a scope. You write once and it appears where it should.
- 03Publish to your own domainA branded help center on your domain, with custom CSS on Scale, full version history and rollback.
- 04Freshness gets an ownerEvery article carries a review SLA and a named person. Past its date, it is flagged and its owner notified. Nothing is nobody’s job.
In the product
Your help center, on your domain
Per-audience variants of the same article, side by side with the version history and the review SLA. The public reader never learns the internal variant exists.
help-center.pngBranded help center with per-audience variants and the version history panel open
The detail
Governance that holds up when someone forwards a link they should not have.
Enforcement at retrievalEvery chunk is audience-tagged and every query carries a scope, so an internal runbook cannot surface in a public answer even if someone links to it directly.
Leak probes in CICross-audience retrieval probes run on every build with a nightly scan. The internal answer appearing publicly is a build failure, not an incident report.
Six export formatsMarkdown, HTML, PDF, DOCX, SCORM and JSON. Exports land in a downloads queue and in your inbox — useful when a customer’s procurement wants the runbook as a document.
Versioning with rollbackEvery published change is a version. Comments, review states and diffs live alongside the article rather than in a separate tool.
Machine translation with provenanceTranslated variants are labelled as machine-translated until a human who speaks the language confirms them. The label is the feature.
Retrieval API and MCP serverYour other AI tools can query the same audience-scoped knowledge, so the knowledge base stops being a dead end.
Where this sits
Knowledge is the asset the two return paths keep improving.
01Capture
02Knowledge
03Engage
04AI agent
Capture flows to Knowledge, to Engage, to the AI agent; a miss becomes a work order and a resolution becomes a draft, feeding back into Knowledge.
Honest limits
Some of this is gated, and translation is still translation.
You will find this section on every feature page. If a constraint would annoy you in week two, we would rather you knew in minute one.
- Machine translation is machine translation. Cairn labels it rather than hiding it, and a translated article stays marked until someone signs off.
- Custom CSS and a custom domain start on Scale. The hosted help center itself starts on Starter.
- Public-publish approval policy — requiring a second pair of eyes before anything goes public — is Enterprise only.
Next
04 · AI agentIt cites its sources. Or it declines.You have been burned by a confident chatbot. The behaviour that matters is not how much it answers — it is what it does when it does not know.Self-healing loopDocumentation doesn’t rot because people are lazy. It rots because nothing tells you it’s wrong.Two return paths nobody else has. A miss becomes a work order. A resolution becomes a draft. Usage improves the asset instead of wearing it out.