PSCX Edge / Module
Knowledge Curation
The Edge's real-time understanding of a customer's actual environment dynamically associates knowledge with specific users, sites, devices, configurations, workflows, and problems.
Schedule a DemoKnowledge Isn't Static.
Knowledge Curation turns the information surrounding a communications environment into a continuously updated knowledge system. Edge ingests configuration data, runbooks, SOWs, architecture documents, vendor documentation, support tickets, troubleshooting history, change records, and institutional knowledge.
Knowledge Curation is tied to your environment, not to a product. When you change platforms, The Edge changes with you.
01 / The knowledge workspace
See what needs attention.
Check for outdated policies and guidance
Run compliance checks across your knowledge bases to flag outdated policies, conflicting guidance, and content that no longer reflects your current standards. Review the findings and update the source material so teams can work from current guidance.
Edge Knowledge Curation Library
Communications knowledge
| Document | Audience | Review due | Status |
|---|---|---|---|
| Access review policyReview of employee access | Private | Overdue | |
| Support transcript policySupport transcripts · retain for 90 days | Private | Conflict | |
| Contact-center retention policySupport transcripts · retain for 365 days | Private | Conflict | |
| Customer support guideApproved customer-facing guidance | Public | Current |
Two policies assign different retention periods to the same support transcripts: 90 days and 365 days. Review the approved rule before either policy is used.
Outdated and contradictory guidance is surfaced before it reaches users or AI assistants.
02 / Connected knowledge
One home for your knowledge. More ways to use it.
Bring trusted knowledge to the tools your teams use.
Bring your knowledge bases together
Store knowledge bases, internal policies, runbooks, and reference material in one central location in Edge. Bring knowledge from across teams together alongside the configuration data and operational history already curated for your environment.
Connect your knowledge through MCP
Edge generates a custom Model Context Protocol (MCP) connection to your curated knowledge. Plug that connection into third-party providers that support MCP so their assistants and tools can use the knowledge stored in Edge, with context specific to your environment.
Sources
Public knowledgeVendor documentation · published knowledge bases
Private knowledgeInternal knowledge bases · policies · runbooks
Environment contextConfigurations · support tickets · change records
Knowledge Layer
One knowledge location.
Your environment in context.
- Curate source material
- Check policies & guidance
- Connect approved knowledge
Approved Destinations
Public-facingCustomer assistants
Public knowledge experiencesContent approved for public use
Private-facingEmployee assistants
Internal tools and workflowsAuthorized internal knowledge