# Knowledge Base Software in Kidderminster > Need knowledgebase in Kidderminster? CubeMSP implements and supports knowledge base software across Kidderminster, Worcester, Redditch and Malvern and the wider Worcestershire area. **URL:** https://cubemsp.co.uk/software/knowledge-base-software/worcestershire/kidderminster Being comfortably within a morning’s drive of our Olney office, Kidderminster is somewhere we get to regularly. Discovery, training and go-live are all better done in the room, and at 67 miles that is entirely practical. ## Details - **Solution:** Knowledge Base Software - **Group:** Service desk - **Platform:** CubeMSP (https://cubemsp.co.uk/platform) - **Location:** Kidderminster, Worcestershire - **Distance from our Olney office:** 67 miles - comfortably within a morning’s drive of our Olney office - **Postcode districts:** DY10, DY11 - **Also known as:** IT knowledge base software, Knowledge management software, IT documentation software, Internal wiki for IT teams, Runbook software, AI knowledge base ## Coverage We cover Kidderminster and the surrounding area, including Town Centre, Bewdley, Stourport-on-Severn, Blakedown and Hagley, across the DY10 and DY11 postcode districts. We also work with businesses in Worcester, Redditch and Malvern and elsewhere in Worcestershire. ## What is included - **Drafted from the incident:** When an incident is resolved, the symptom, the diagnosis and the fix are already recorded. An article is drafted from them and put in front of a human to approve, edit or discard. - **Semantic search, not keyword matching:** Search by describing the problem in your own words. Meaning is matched rather than exact terms, so "Outlook keeps asking for the password" finds the article about a broken modern-authentication token. - **Nothing published without approval:** The AI drafts; a person decides. An article is not visible to the desk until somebody with the right role has read it and said yes. Wrong documentation is worse than none. - **Traceable back to the incidents:** Every article records the incidents it came from, so you can see the evidence behind it - and, from an incident, the article it contributed to. - **Client-specific where it needs to be:** Some knowledge is universal and some applies to exactly one client’s awkward legacy application. Articles can be scoped either way, and client-specific articles surface first for that client. - **Review dates on every article:** Articles carry a review date and an author. Documentation that has not been touched in two years is flagged as suspect rather than being quietly trusted. ## Real-world use cases ### A knowledgebase project abandoned twice **Scenario:** Two attempts had been made to document common fixes - once in a wiki, once in a shared document library. Both reached about forty articles and stopped, because writing them was somebody’s Friday afternoon job and Friday afternoons kept being needed for something else. **Outcome:** Articles are now drafted automatically at resolution and approved in a minute or two. The library grew past two hundred articles in the first quarter without anybody being asked to write documentation. ### Knowledge that left with an engineer **Scenario:** A senior technician of nine years’ standing retired. Within a month the desk had spent days rediscovering three things he would have known instantly, and one client noticed the difference. **Outcome:** His last eighteen months of resolved incidents had been drafted into articles and indexed. The retrieval surfaces them by meaning, so his experience is still answering questions. ### Documentation nobody could find **Scenario:** The information existed, spread across a wiki, a shared drive and several long email threads. Finding it required knowing what it had been called, which meant asking the person who wrote it. **Outcome:** Semantic search over one indexed corpus means the technician describes the symptom and gets the answer. Nobody needs to know the filename any more. ## Figures - **At resolution** When the article is drafted, not on a Friday - **Human** Approves every article before publication - **By meaning** Search matches the problem, not the wording ## Frequently asked questions **Does the AI publish articles by itself?** No, and it will not be made to. Generation produces a draft; a person with the right role approves it. This is a deliberate design rule rather than a default setting, because confidently wrong documentation costs more than no documentation. **Is our data used to train the model?** No. Your content is sent to the model provider to answer a specific request and is not used for training. Retrieval is scoped to your tenant by construction - a search cannot reach another provider’s corpus because it is not in the index being searched. **What is semantic search, in practice?** Text is converted into a numerical representation of its meaning, and searching finds the closest matches to your description rather than documents containing the same words. It is why describing a symptom finds an article that never used your phrasing. **Can we write articles by hand as well?** Yes. Drafting from incidents is the mechanism that makes the library grow, not the only way in. Hand-written articles, runbooks and client-specific procedures sit in the same library and are indexed identically. **How does it handle client-specific knowledge?** An article can be scoped to a client, and those articles rank first when working on that client’s incidents. General articles remain available to everyone, so one client’s quirk does not pollute the general library. ## Related solutions - **Service Desk Software** - A real queue instead of a shared mailbox - incidents logged against the client, site and service they affect, with priority, ownership and time. https://cubemsp.co.uk/software/service-desk-software/worcestershire/kidderminster - **MSP Ticketing System** - Multi-client ticketing built for a provider - client, site and service on every ticket, and a clean line between one customer’s data and another’s. https://cubemsp.co.uk/software/msp-ticketing-system/worcestershire/kidderminster - **IT Service Management Software** - Incidents, requests, problems and knowledge handled consistently, with the service catalogue and the client record in the same system. https://cubemsp.co.uk/software/it-service-management-software/worcestershire/kidderminster - **MSP Software** - One system for clients, services, renewals, incidents, projects and reviews - built in the UK by a managed service provider. https://cubemsp.co.uk/software/msp-software/worcestershire/kidderminster ## Elsewhere in Worcestershire See https://cubemsp.co.uk/software/knowledge-base-software/worcestershire for knowledge base software across Worcestershire. ## Contact - **Product:** CubeMSP - **Trading name of:** Cube Systems Limited (company number 17220899, ICO registration number ZC216972) - **Email:** hello@cubemsp.co.uk - **Sales:** sales@cubemsp.co.uk - **Support:** support@cubemsp.co.uk - **Telephone:** 01234 672 617 (+441234672617) - **Address:** Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP - **Opening hours:** Monday to Friday, 9am to 5.30pm - **Part of:** Crushed Ice Group (https://crushedicegroup.co.uk)