CEDX 2026 Service Release: Predictive SLA triage, omnichannel queues, and live contract context on one record Explore the CEDX Knowledge Base architecture ->
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CUSTOMER SERVICE CEDX Knowledge Base
Overview Categories Articles Workflow & Tour Operators TCO Model 14-Day Sandbox Live build ↗
CUSTOMER SERVICE CEDX Knowledge Base · Customer Service · knowledge-base.cedxsystems.com

A help centre that knows what it deflects.

Knowledge Base measures itself the way a sceptic would: every article carries views, avoided contacts, deflection rate and helpful votes; the searches that found nothing are a queue of their own.

Open live CEDX Knowledge Base -> Inspect 4-screen build tour
320 articles in the library 40% self-serve deflection rate 71 open no-hit queries Zero-ETL Shared Postgres Record
CEDX Knowledge Base Enterprise Architecture Briefing
CEDX Knowledge Base · 320 articles in the library

"We started with one application to fix our most painful bottleneck, and added five more modules on the same login with..."

Arjun Patel · SVP of Global Operations · Keystone Logistics · 0.01s Canonical Sync
CEDX Knowledge Base reads and writes the exact same canonical Postgres record as CEDX Desk, CEDX Live Chat, and CEDX Copilot with zero third-party webhooks.
🔒 https://knowledge-base.cedxsystems.com/workspace/live
CEDX Knowledge Base · Overview (The health of the library, argued)
knowledge-base.cedxsystems.com · 01 Overview · Live Canonical Dataset
● Overview Active · 0.011s Sync Open /app/knowledge-base ↗
ARTICLES IN THE LIBRARY
320
229 published · 28 in review · 45 draf
SELF-SERVE DEFLECTION RATE
40%
avoided ÷ (avoided + contacted)
OPEN NO-HIT QUERIES
71
8.6% of 30-day searches
PUBLIC HELP-CENTRE VIEWS IN 30 DAYS
918K
81% helpful on reader votes
Ticket / Incident ID Customer & ARR Tier Assigned Queue & Pod SLA Breach Clock Root-Cause Context Resolution Score
INC-49201 · API Webhook LagCEDX Knowledge Base · Record #1040 Meridian Corp · $420K ARR Tier-3 Platform Pod 18m remaining ● Linked to PR #4812 98% Confidence
TCK-88310 · Billing Seat SyncCEDX Knowledge Base · Record #1041 Harbor Retail · $640K ARR Enterprise Billing Ops 1h 42m remaining ● Auto-Resolved via Books 100% Verified
INC-49209 · SSO SAML RotationCEDX Knowledge Base · Record #1042 Atlas Logistics · $285K ARR Identity & Access Queue 44m remaining ● Cert Runbook Attached 95% Confidence
TCK-88344 · Field Dispatch RMACEDX Knowledge Base · Record #1043 Cedar Foods · $310K ARR Field Service Dispatch 3h 15m remaining ● Parts Reserved in WMS 94% Confidence
✦ CEDX Knowledge Base Copilot · INC-49201 · API Webhook Lag
Overview Verified
Forty per cent deflection with the dials behind it: 229 published, 28 in review, 45 draft, 18 archived. The alerts are root-caused: one no-hit cluster has 286 misses and a suggested title; 46 published articles are not indexed, so self-serve fails before it starts.
CEDX Knowledge Base operator workspace in natural daylight
FIELD DOCUMENTARY · CUSTOMER SERVICE

320 articles, each with a deflection rate

The Deflection screen prints its formula under the funnel: avoided ÷ (avoided + contacted). A number with its working shown is a number you can argue with. That is the point.

CAMERA: CANON EOS R5 · 35MM F/1.4 · NATURAL DAYLIGHT ESTATE ROUTE: /APP/KNOWLEDGE-BASE
CORE CAPABILITIES · CEDX KNOWLEDGE BASE

Three architectural jobs CEDX Knowledge Base gets right on one record.

Every capability below runs against the shared CEDX Postgres database with zero external sync queues or reconciliation lag.

01 · CUSTOMER SERVICE FOUNDATION

320 articles, each with a deflection rate

The article list reads like a ledger: views, avoided contacts, deflect %, helpful %, status and author on every row. The password-reset article deflects 46% on 14K views; a data-residency article deflects 26% and is flagged for work in the same table.

✓ Views, avoided, deflect % and helpful % per articleVerified
✓ Status chips: published · in review · draft · archivedVerified
✓ CSV of the filtered view, not a separate reportVerified
02 · LIVE EXECUTION

36 categories with an owner and a mean

Categories are managed, not just nested: 697 articles summed across 36 of them, with a 43% mean deflection and an owner on every row. Billing & plans deflects 52% on 64K views; the search category sits at 22%, visibly below the line.

36 categories with an owner and a mean
CEDX Knowledge Base Live Telemetry ● 320 articles in the library
03 · DETERMINISTIC GOVERNANCE

A funnel with its formula underneath

918K article views in 30 days become 71K estimated contact intents, 29K avoided tickets and 42K still-contacted, and the screen says how: intent contacts are readers who would have opened a ticket without self-serve.

✓ Deflection rate = avoided ÷ (avoided + contacted)Active
✓ Savings at $24 per avoided ticket, stated on screenActive
✓ Deflection by category against a target lineActive
04 · VERIFIED DEMO DATASET METRICS

What the live CEDX Knowledge Base build looks like when you open /app/knowledge-base.

Every figure below is directly inspectable in the running CEDX Knowledge Base application workspace with zero synthetic projections.

ARTICLES IN THE LIBRARY
320
229 published · 28 in review · 45
SELF-SERVE DEFLECTION RATE
40%
avoided ÷ (avoided + contacted)
OPEN NO-HIT QUERIES
71
8.6% of 30-day searches
PUBLIC HELP-CENTRE VIEWS IN 30 DAYS
918K
81% helpful on reader votes
4-SCREEN RUNNING BUILD TOUR

Four screens captured from knowledge-base.cedxsystems.com, in the order operators run them.

Click any screen below to inspect how CEDX Knowledge Base moves from initial intake to verified cross-estate completion.

01 OVERVIEW
The health of the library, argued
Forty per cent deflection with the dials behind it: 229 published, 28 in review, 45 draft, 18 archived. The alerts are root-caused: one no-hit cluster has 286 misses and a suggested title; 46 published articles are not indexed, so self-serve fails before it starts.
02 CATEGORIES
Where the library is strong, and thin
Thirty-six categories ranked by views with deflection drawn as bars: billing leads at 52%, a search category trails at 22%. The mean, 43%, is on the summary card, so every row reads as above or below it.
03 ARTICLES
The ledger of what answers earn
Three hundred twenty articles, sortable by the columns that matter: an expense-codes article avoided 676 contacts in 30 days on 15K views, and its 75% helpful rate says readers needed follow-up. Low-helpful is its own filter chip.
04 DEFLECTION
The funnel, with the working shown
Views to intent to avoided to still-contacted, with the formula printed under the chart and the per-article contributions table below it: views, avoided, contacted, deflect % and savings per article.
01 OVERVIEW · KNOWLEDGE-BASE.CEDXSYSTEMS.COM

The health of the library, argued

● Live Screen Capture

Forty per cent deflection with the dials behind it: 229 published, 28 in review, 45 draft, 18 archived. The alerts are root-caused: one no-hit cluster has 286 misses and a suggested title; 46 published articles are not indexed, so self-serve fails before it starts.

✓ Do-this-next list with counts: 54 unowned, 42 to writeVerified in /app/knowledge-base
✓ Highest-ROI articles with 30d savings per rowVerified in /app/knowledge-base
✓ Helpful rate 81% on yes/no votesVerified in /app/knowledge-base
The health of the library, argued
OPERATING CADENCE · CUSTOMER SERVICE

How CEDX Knowledge Base runs across the week, in the exact order work happens.

Every support agent sees the customer ARR, overdue invoices, active renewal date, and linked engineering sprint issue without switching tabs.

STAGE 01

Capture & Ingest

Records land in CEDX Knowledge Base already linked to the canonical customer, employee, or vendor ID.

STAGE 02

Score & Triage

Deterministic rules and auditable Copilot signals rank every item by financial and SLA impact.

STAGE 03

Execute & Approve

Operators resolve work in one click with role-based guardrails and instant cross-app writeback.

STAGE 04

Reconcile & Report

Every completed action updates live executive dashboards and the immutable audit log automatically.

OPERATOR WORKSPACES · WHO RUNS CEDX KNOWLEDGE BASE

Three roles open CEDX Knowledge Base every day. Each sees the exact surface they own.

Role-based views and permissions are enforced at the database row level so executives, managers, and frontline operators share one source of truth.

Help centre owner using CEDX Knowledge Base

Help centre owner

Works the do-this-next list: 54 published articles without owners, 42 articles to write straight off the no-hit board.

● unowned · 54
Support lead using CEDX Knowledge Base

Support lead

Reads the 71 open no-hit queries as the voice of the queue. These are the exact strings customers typed and found nothing for.

● no-hit rate · 8.6%
Findability and docs using CEDX Knowledge Base

Findability and docs

Runs the index audit. Forty-six published articles are not indexed, which means self-serve loses before the first keystroke.

● not indexed · 46
ONE CANONICAL RECORD ACROSS 132 APPLICATIONS

Support Queues That Read the Live Revenue & Engineering Graph

CEDX Knowledge Base is not an isolated point tool. It reads and writes the exact same customer, ledger, and identity records as the rest of the CEDX software estate.

CONNECTED MODULE 01 Open /desk/ ->

CEDX Desk

Desk's knowledge screen is the agent-side view of the same idea: macros and articles with uses-30d and the same stale flags.
CONNECTED MODULE 02 Open /live-chat/ ->

CEDX Live Chat

The chat bot's containment, 40% on its floor, is only as good as the articles it answers from. That library is this one.
CONNECTED MODULE 03 Open /copilot/ ->

CEDX Copilot

Ask AI (⌘J) sits on every screen here. Grounded answers cite their sources; this is the kind of source they cite.
CONNECTED MODULE 04 Open /feedback/ ->

CEDX Feedback

Votes and no-hits are two spellings of the same signal. Feedback counts the first; this page counts the second.
ARCHITECTURAL PROOF · OPERATOR PERSPECTIVES

Why enterprise operators replace stitched SaaS stacks with CEDX Knowledge Base.

"We started with one application to fix our most painful bottleneck, and added five more modules on the same login without a single migration project."

Arjun Patel
Arjun Patel
SVP of Global Operations · Keystone Logistics

"Consolidating onto CEDX eliminated four middleware connectors and cut our weekly forecast and close reconciliation from two days to twelve minutes."

Marcus Vance
Marcus Vance
Chief Revenue Officer · Meridian Systems

"When Sales, Operations, and Finance read and write the exact same Postgres record, month-end stops being a detective investigation across six spreadsheets."

Elena Rostova
Elena Rostova
Chief Financial Officer · Northline Group
LIVE TCO & CONSOLIDATION MODEL · CUSTOMER SERVICE

Stop paying five vendors to re-sync the same customer service record.

Drag the seat slider to compare your current stitched stack (ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty) against running CEDX Knowledge Base natively on the unified CEDX estate.

Organization Seats 250 seats
25 seats 500 seats 1,250 seats 2,500 seats
Legacy Stitched Stack
ServiceNow CSM + Zendesk Enterprise + Intercom + PagerDuty
$1,380,000 / yr
CEDX Knowledge Base + Full Estate Bundle
All 132 applications · Canonical Postgres · Unlimited Copilot
$267,000 / yr
Verified Annual Hard Savings
Plus 0 middleware sync failures
$1,113,000 / yr
TECHNICAL & PROCUREMENT FAQ · CEDX KNOWLEDGE BASE

Questions operators and architecture teams ask before piloting CEDX Knowledge Base.

01 Is the software on this page real? +
Yes. Every screenshot is a capture of the running build, open at /app/knowledge-base . It runs on demo data. The help centre name on the chrome is the demo tenant.
02 How is deflection calculated? +
On the screen: intent contacts are estimated readers who would have opened a ticket without self-serve, and the deflection rate is avoided ÷ (avoided + contacted). The formula is printed under the funnel, and per-article contributions are in the table below it.
03 What is the no-hit board? +
The list of searches that returned nothing useful: 71 open queries at 8.6% of 30-day searches in the demo. Each cluster can be assigned an author, and one arrives with a suggested title already drafted.
04 Why do savings use $24 per ticket? +
Because that is the rate printed on the demo screen, and we would rather show the screen's arithmetic than invent an industry number. Your avoided-ticket value is part of what a pilot would establish.
05 Is Knowledge Base audited or certified? +
No certification has been issued. What we can evidence about hosting, encryption and access is on the security page .
LIVE SANDBOX · ZERO MIDDLEWARE · NO CARD REQUIRED

CEDX Knowledge Base is running right now. Open it and inspect the record.

Explore the live CEDX Knowledge Base workspace on canonical demo data at /app/knowledge-base, or book a 30-minute architecture session to map your first entity rollout.

Open live CEDX Knowledge Base (/app/knowledge-base) -> Book an estate architecture map