Captured Knowledge

Quick solutions for common issues in Captured Knowledge - emails, cases, ERP sync, and more

Troubleshooting Guide

For IT administrators: connect mailboxes on your own Exchange Server (Subscription Edition, 2019 or 2016) to Captured Knowledge through Exchange Web Services, with a dedicated service user and least-privilege access.

Exchange Server (On-Premises): Connecting Your Mailboxes to Captured Knowledge

For IT administrators: connect Exchange Online mailboxes to Captured Knowledge with Exchange RBAC for Applications — access limited to the mailboxes you choose, no tenant-wide admin consent.

Microsoft 365: Connecting Your Mailboxes to Captured Knowledge

For IT administrators: let your staff sign in to Captured Knowledge with their existing Microsoft account (Microsoft Entra ID) — what it grants, how to consent, and how to limit…

Setting Up Sign-In with Microsoft (SSO)

How to pause a colleague on holiday, change an activity level, add or remove people, and change which cases a rotation takes.

Change Your Team's Rotations

Learn how our email ingestion service automatically processes emails from your mail server to create and update cases

Email Ingestion Service

How CK assigns new cases to your team in turn, how activity levels and pausing work, and who can change your team's rotations.

Round Robin Case Assignment

Learn how Captured Knowledge mirrors data from your property management system (ERP), including sync timing and data freshness expectations

Understanding ERP Data Mirroring and Sync

Learn how the AI Knowledge Base helps Captured Knowledge understand your company's policies and procedures to provide more accurate suggestions

Understanding the AI Knowledge Base

Nick Laffey

Troubleshooting tips and solutions for common issues

Help and Support

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