Critical IT knowledge lives everywhere except your knowledge base. Senior engineers remember "that workaround" for the legacy ERP. Solutions hide in Slack threads, closed tickets, emails, and people's heads. When experienced staff leave, their expertise vanishes. Documentation efforts fail because writing articles is busywork that's outdated by next sprint.
Traditional knowledge bases require manual article writing that never happens. Cenna flips this: knowledge capture is automatic from every resolution, Slack answer, and troubleshooting session.
The system understands context and relationships. When an engineer discovers an error code indicates certificate issues, Cenna applies that insight automatically. When documentation drifts from reality, agents detect and update it during live troubleshooting.
For employees: conversational support with environment-specific answers. "Can't access shared drive from home" → Agent knows VPN status, checks permissions, identifies known gateway issue, provides exact workaround.
