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Introduction to Captured Knowledge

Learn how Captured Knowledge organizes property management issues into cases, automates workflows, and integrates with your ERP system

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Written by Nick Laffey

Time required: Approximately 10 minutes reading time

Your colleague asks about the tenant's latest email - but you can't find it. The compliance audit wants all communications for a case - but they're scattered across systems. You promised the tenant a callback - but forgot because there was no reminder.

Captured Knowledge prevents these problems by automatically organizing all communications into cases, suggesting next actions, and keeping everything in sync with your ERP system.

What Happens Without Organization

  • Lost follow-ups - Tenant replies get buried in email. You miss their question or forget what you promised

  • Incomplete audits - Compliance inspector asks for all communications. Emails are scattered, not linked to ERP documentation

  • Team confusion - Colleague picks up your case but can't see the latest email. They ask the tenant the same questions again

  • Wasted time - You spend 30+ minutes daily searching across systems for related information

Captured Knowledge solves this by:

  • Auto-organizing everything - Emails, work orders, and tickets automatically group into cases

  • AI-powered workflows - Get suggested next steps for every issue

  • ERP integration - Create tickets and work orders that sync with your property management system

  • Complete audit trail - Every action and communication is tracked and searchable

Core Concepts

Cases: Your Central Hub - A case is a container for everything related to a single property issue. When a tenant emails about a broken heater, Captured Knowledge creates a case that will collect:

  • The original email and all follow-ups

  • Phone call notes

  • Work orders for repairs

  • ERP tickets documenting the issue

  • All status updates and resolutions

Think of it as a smart folder that automatically gathers related items.

Events: What Comes In - Events are things that happen that you need to know about:

  • Emails received at your support address

  • Phone calls you log after conversations

  • ERP imports - tickets/work orders created in your property management system

Events trigger case creation and add information to existing cases.

Actions: What Needs Doing - Actions are AI-suggested tasks to resolve issues:

  • Linking Actions - Review and link incoming emails, phone calls, or ERP items to cases (requires your approval)

  • Create ERP Ticket - Document in your property management system

  • Send Email - Communicate with tenants or service providers

  • Create Work Order - Schedule repairs

  • Create Damage Report - Document damage for insurance

Actions start as drafts you can review and edit before executing. Linking actions are special—they ask for your permission before connecting new communications to cases, ensuring everything stays organized correctly.

Workflows: AI-Suggested Sequences - A workflow is the AI-recommended sequence of actions. For a water leak:

  1. Create ERP Ticket to document

  2. Send acknowledgment email to tenant

  3. Create work order for emergency plumber

  4. Send appointment confirmation

  5. Follow up after repair

You control every step - the AI just suggests the path.

How It Works: The Flow

1. Event Arrives:

  • Tenant emails about a leaky faucet

  • System checks every 30 seconds for new emails

  • AI reads and understands the issue

2. AI Matches or Creates Case:

  • Checks: Is this related to an existing case?

  • If yes: Creates linking action suggesting to link email to existing case (requires your approval)

  • If no: Creates new case automatically

3. Workflow Generated:

  • AI suggests actions based on the issue

  • Pre-fills details (property, tenant, description)

  • Presents for your review

4. You Execute Actions:

  • Review workflow items

  • Edit as needed

  • Execute (create ticket, send email, etc.)

  • Everything syncs with your ERP system

5. Complete and Track:

  • Mark actions complete as you work

  • Update case status

  • Full timeline preserved for auditing

ERP Integration

Captured Knowledge doesn't replace your property management system - it enhances it:

From ERP to Captured Knowledge:

  • Building and tenant data syncs automatically

  • Work orders and tickets are imported

  • Service provider lists stay current

From Captured Knowledge to ERP:

  • Create tickets that appear in your ERP

  • Generate work orders that sync back

  • All changes reflected in both systems

The One-Ticket Rule - Each case links to one ERP ticket (but can have multiple work orders). This mirrors how most ERP systems work - the ticket is the parent, work orders are children.

Case Status Progression

Cases move through statuses as issues are resolved:

  • Unread → System created case, waiting for your review

  • Open → You've acknowledged it, ready to work

  • In Progress → Actively being resolved

  • Pending → Waiting for someone/something

  • Resolved → Issue fixed, tenant satisfied

Real Estate Organization

Property management revolves around real estate:

  • Buildings - Physical structures (e.g., "Riverside Apartments")

  • Properties - Units within buildings (e.g., "Apartment 4B")

  • Occupants - Tenants or owners living there

The system uses this structure to:

  • Match emails to the right properties

  • Suggest service providers who've worked in that building

  • Auto-populate forms with correct addresses

What Makes It Smart

AI Matching - When an email arrives, AI examines:

  • Property/unit mentioned

  • Issue type (plumbing, heating, etc.)

  • People involved

  • Time proximity to other issues

  • Email thread history

It then decides: new case or link to existing?

Smart Grouping - When selecting service providers, you see:

  • From Case - Already involved in this issue

  • Previously Used - Worked in this building before

  • New to Building - All other providers

This context helps you choose the right vendor quickly.

Pre-filled Actions - AI drafts complete actions with:

  • Property addresses already filled

  • Tenant contact info populated

  • Issue descriptions written

  • Appropriate urgency levels

You just review, adjust if needed, and execute.

Your Workflow in Practice

Morning routine:

  1. Check for new cases (Unread status)

  2. Review AI-suggested workflows

  3. Execute first actions (send acknowledgments)

  4. Create ERP tickets for documentation

During the day:

  1. Work through In Progress cases

  2. Create work orders as needed

  3. Update tenants on progress

  4. Log phone calls to cases

Before closing:

  1. Mark completed work as Resolved

  2. Send final confirmations to tenants

  3. Check Pending cases for follow-ups

Getting Started

To handle your first case:

  1. Check new cases - Look for Unread status

  2. Review the details - Read the email, check property info

  3. Review AI workflow - See workflow items

  4. Execute first action - Usually: send acknowledgment email

  5. Create ERP ticket - Document officially

  6. Create work order - Schedule the repair

  7. Update tenant - Confirm appointment

  8. Mark resolved - When issue is fixed

The tutorial article walks through a complete example step-by-step.

Key Benefits

For Property Managers:

  • Faster response times

  • Nothing falls through cracks

  • Complete documentation

  • Less context switching

For Tenants:

  • Quick acknowledgment

  • Clear communication

  • Visible progress

  • Professional service

For Property Owners:

  • Full audit trail

  • Cost tracking

  • Performance metrics

  • Regulatory compliance

What's Next?

Captured Knowledge is designed to work for you, not the other way around. The AI handles routine organization while you make the important decisions.

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