Note

   

This documentation supports the 20.21.02 version of BMC Helix Remedyforce.

To view an earlier version, select the version from the Product version menu.

Knowledge management

This topic was edited by a BMC Contributor and has not been approved.  More information.

Knowledge articles are simple documents of information that are created to offer help to the users of the organization. They include information such as troubleshooting topics, how-to topics, FAQs, known errors in the application, useful resources, and so on.  

These articles can be created by ServiceDesk Staff users or ServiceDesk Change Managers by default. Users can search these knowledge articles from the Global Search page, Remedyforce Console forms, Self Service, Communities, and Salesforce Mobile application.







Types of knowledge articles

Knowledge article types are helpful in categorizing or determining the type of information you want to provide. 

BMC Helix Remedyforce provides the following out-of-the-box knowledge article types:

  • FAQs
  • How To
  • Known Error
  • Problem Solution

If you need additional article types to organize your knowledge articles, you can add those article types. For more information, see Configuring custom article types.


Lifecycle of a knowledge article



Example of how knowledge articles are used in an organization

To understand the usage of knowledge articles (KAs), consider the following personas and a scenario in the Remedyforce application:

  • Mark is the Remedyforce administrator. He is the one to assign necessary permissions to the staff users or change managers for creating KAs.
  • Steve is a staff member who will be creating, editing, publishing, or deleting the KAs.
  • Jake is a client who will be using the created KA.

Mark logs onto Remedyforce Administration (Manage Users > Add and Edit User +). Here he opens Steve's profile and assign the Knowledge User permission. Additionally, Mark also creates an approval process in Salesforce to define the workflow of the article review process.

Now, Steve logs onto the Knowledge Articles tab and starts the KA creation process. Let us say his client user Jake needs to know "How to request time off (PTO)?".

Steve selects the article type as FAQ and enters the necessary details as per the KA creation wizard. The most important details here being the title, keywords, question, and answer. He even checks the Display in Self Service checkbox so that Jake can view it in Self Service. Steve then saves the form and submits the article for approval.

The article goes through the approval process set by Mark and upon approval, Steve goes ahead to publish the article. This article is now available for Jake when he searches for it on the Self Service portal.


Navigating the Knowledge Articles tab


AnnotationNameDescription
1View

Lets you select the required option for the knowledge articles list view.

You can choose from the following default options or custom views if available:

  • All
  • Draft and In-Review Articles
  • Published Articles
  • Retired Articles
2EditEdits the selected view. You can edit the view name, criteria, fields to be displayed, and set visibility rules.
3Create New ViewCreates a view.
4NewCreates a knowledge article.
5Display Selection

Shows the articles in the current view based on the selected condition. You can select from the following options:

  • Recently Viewed
  • Recently Modified
  • Recently Created



Parameters of a knowledge article

A knowledge article is composed of the following sections:


The parameters of a knowledge article are as follows:

SectionDetails

Article Information

This section contains basic information of an article such as Owner, Category, Article Type, Status, and so on.
Article Details

This section contains core information based on which the article content is created, which includes Title, Keywords, and so on.

Based on the article type, this section includes additional details, as follows. 

  • Question and Answer fields for a How To or FAQ type article
  • ErrorRoot Cause, and Workaround fields for a Known Error article type
  • Problem and Solution fields for a Problem Solution article type.
Video DetailsThis section contains information about an video uploaded for the knowledge article such as URL, width, and height.
Additional Information

This section contains information about the published date, review date, retired date, and so on for an article.

Additionally it includes the following details.

  • Used by Staff Members # : Indicates the count of a knowledge article being referred or linked to an incident record by staff users.
  • Used by Staff # : Indicates the total number of times a knowledge article is referred or linked to incidents, problems, and change requests by staff users.
  • Used in Self Service # : Indicates the number of times Self-Service clients selected Yes in the option Did this article meet your need for a knowledge article irrespective of the rating provided.
  • Viewed in Self Service # :  Indicates the count of a knowledge article being viewed by Self-Service clients.
  • Used in Change # : Indicates the count of a knowledge article being referred or linked to a change request record by staff users.
  • Used in Problem #: Indicates the count of a knowledge article being referred or linked to a problem record by staff users.
Account DetailsThis section contains information about the accounts to which the selected knowledge article will be available to.


To create a knowledge article

Before you begin

By default, users of the ServiceDesk Staff and ServiceDesk Change Manager profiles can create a knowledge article. However, the administrators can grant permissions for the required profiles. 

For more information about the required permissions and configurations, see To grant Remedyforce knowledge article permissions.

The following types of knowledge articles are supported:

  • FAQ
  • How To
  • Known Error
  • Problem Solution

Note that, BMC Helix Remedyforce does not support custom knowledge article types.


Watch the following video (04:05) to know how to create a knowledge article.

 https://youtu.be/bjh1d9h5Q5M

How to create a knowledge article

Perform the following steps: 

  1. Click the Knowledge Articles tab.
  2. On the Knowledge Articles Home page, click New.


  3. From the Record Type of new record list, select the appropriate type of article and click Continue.
    Based on the record type that you select, the fields that are displayed in Article Details section vary. The fields displayed for different options in the Article Details section are:

    Article TypeFields updated
    FAQ
    • Title
    • Keywords
    • Question
    • Answer
    How To
    • Title
    • Keywords
    • Question
    • Answer
    Known Error
    • Title
    • Keywords
    • Error
    • Root Cause
    • Workaround
    Problem Solution
    • Title
    • Keywords
    • Problem
    • Solution
  4. Click Next.
    The user who has logged on to Salesforce is the owner of the article.
    The knowledge article form is displayed as follows: 
  5. In the Article Information section, select a Category
  6. From the Status list, select the appropriate status of the article.
    The available status values are Draft, In Review, Published, and Retired. By default, all articles are assigned the Draft status.
  7. To enable the article to be searched for and displayed in Self Service, select the Display in Self Service check box.

  8. In the Article Details section, add appropriate content in the Title, Keywords, Question, and Answer fields.
  9. In the Video Details section, in the Video URL field, enter the video streaming link of the video, which can be embedded in an iframe. You can also change the default values of the Width and Height fields.

    For example, for YouTube, from the embed URL, <iframe width="560" height="315" src="https://www.youtube.com/embed/NpXuXT2nERk?list=PLibAMtD70sYH1AvbK5seqEcwMYuMrRSxC" frameborder="0" allowfullscreen></iframe>, you must enter only https://www.youtube.com/embed/NpXuXT2nERk?list=PLibAMtD70sYH1AvbK5seqEcwMYuMrRSxC in the Video URL field. 

  10. In the Additional Information section, in the Review Date field, enter the date when you want to review the article for its validity.
    Contact your system administrator to add a time-based trigger to the Notify Author that Article is due for review workflow to send an email reminder to you, one month before the review date stating that the article is due for review. For more information, see Creating time triggers.
  11. Click Save.
  12. To embed a direct link to the knowledge article, use the link in the Self Service Link field. This field is populated automatically only after you save the knowledge article.
    You can embed this link on your intranet site or send it by using an email message to provide direct access to the required knowledge article. If the Self Service Link field is not available on the Knowledge Article form, contact your system administrator.

    For more information, see Providing direct links for Self Service components.

  13. By default, the knowledge article is displayed to all accounts. 
    Perform the following actions to configure the accounts to which you want to display the knowledge article:
    1. In the Account Details section, click Edit.
    2. In the Display Knowledge Articles to Account pop-up window, select as required:

      OptionDescription
      All AccountsDisplays the knowledge article to all account
      Selected AccountsDisplay the knowledge article to selected accounts
    3. In the Available Accounts list, select the required accounts and click the right arrow key to move them to the Selected Accounts list. 

      Tips

      You can link a maximum of 100 accounts to a knowledge article.

      When you localize a knowledge article, do not localize the URL.

  14. Click Save.

To create a knowledge article by cloning

To create a knowledge article that is similar to an existing knowledge article, you can clone the existing knowledge article and modify the title, status, category, or article details based on your requirements. Note that, when you clone a knowledge article, you cannot change the article type.

Perform the following steps:

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to clone.
  3. On the Knowledge Article page, click Clone.
  4. On the New Knowledge Article page, modify the required information, and click Save.


To submit a knowledge article for approval

To send an article for technical or editorial review, you must submit the article for approval. 

Perform the following steps:

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to submit for approval.
  3. Click Submit for Approval.


To publish a knowledge article

To publish a knowledge article, you must have the Remedyforce Knowledge User permission.

Perform the following steps:

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to publish.
  3. Click Publish.
    You receive an email notification message stating that your article has been published. If you do not want to receive such a notification message, contact your system administrator to deactivate the Notify user that knowledge article is published workflow.

Scenarios for updating published knowledge articles

You can update a published knowledge article in a few different ways.

The following table describes scenarios in which you can choose to edit, clone, or check out a published knowledge article.

Goal

Recommended action

Example

Update multiple fields for a published knowledge article

Edit the published knowledge article and modify the values in the Title, Category, Status, or Article Details fields. After you save the knowledge article, your changes are immediately available to users. For more information, see Editing a knowledge article.

A published knowledge article describes the process for ordering an iPhone mobile device from a vendor. Users can now also order Android mobile devices from the vendor by using the same process. You can edit the Title and Article Details fields in the published knowledge article to include information about the Android mobile devices.

Update only the fields, such as Keywords, Question and Answer, in the Article Details section of a published knowledge article and allow users to access the original article until you check in your changes

Check out the published knowledge article and update the fields in the Article Details section. Users can continue to access the original knowledge article until you check in the changes. For more information, see Checking out a published knowledge article for editing and Checking in the draft version of a published knowledge article.

A published knowledge article includes information about a known error in the current version of an in-house application. This known error also exists for the new version of the application that you are planning to release after a week. You can check out the knowledge article and edit the fields in the Article Details section. After you have released the new version of the application, you can check in your changes for the users so users can access the updated knowledge article.

Create a new knowledge article that is similar to an existing published knowledge article

Clone the published knowledge article and modify the required details. For more information, see Cloning a knowledge article.

A published knowledge article includes information about resolving issues with a printer in your office. You have recently introduced another printer and want to publish troubleshooting information, which is very similar to the information for the original printer. You can clone the existing knowledge article, make changes related to the new printer, and then publish the knowledge article.


To edit a knowledge article

Only the system administrators and staff members with the Knowledge User permission set can edit the accounts to which the knowledge article is displayed. You can edit a knowledge article after saving and publishing both. However, when editing a knowledge article, you cannot modify the value in the Article Type field.

Note that, if you edit a published knowledge article that is checked out, you must not make changes to the fields in the Article Details section. When the draft version of the knowledge article is checked in, these fields are updated with the values specified in the draft version.

Perform the following steps: 

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to edit.
  3. Click Edit.
  4. Make the required changes and click Save.

Checking out a published knowledge article for editing

Checking out is where you can edit only the fields in the Article Details section of a published knowledge article. This is called as checking out a published knowledge article for editing. Users continue to access published knowledge articles until you check in the changes. If a published knowledge article that is checked out meets the search criteria defined by users, that article is also displayed in the search results. 

To check out a published knowledge article for editing, you must have the Remedyforce Knowledge User permission and your system administrator must have added the KM_ActionToolBar Visualforce page to the Knowledge Article page layout.

The following table lists the fields that can be updated based on the article type:

Article type

Fields updated

FAQ
  • Keywords
  • Question
  • Answer
How To
  • Keywords
  • Question
  • Answer
Known Error
  • Keywords
  • Error
  • Root Cause
  • Workaround
Problem Solution
  • Keywords
  • Problem
  • Solution

To check out a published knowledge article for editing

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to check out.
  3. On the Knowledge Article page, click Check Out.
    The Check Out button is replaced with a link to the draft version of the published knowledge article.
  4. To open the draft version, click the knowledge article link.
  5. On the Knowledge Article page, click Edit and update the required fields.

    Note that, you cannot change the status of the draft version to In ReviewPublished, or Retired. However, you can clone the draft version or submit it for approval. Also, even if you can update most of the fields in the draft version, only your changes to the fields in the Article Details section are applied to the published knowledge article.

  6. Click Save.

To check in a knowledge article

To apply your changes to the published version of the knowledge article, you must check in the draft version. When you check in the draft version, you can delete or retain it for further editing. Users continue to access the published knowledge article until you check in the changes.

Perform the following steps:

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you have checked out for editing.
  3. On the Knowledge Article page, click the link to the draft version of the knowledge article.
  4. To apply your changes to the published version of the knowledge article, click Check In.
  5. In the pop-up window, perform one of the following actions:
    • To check in your changes and retain the draft version for further editing, select Update the original article and continue editing the draft version.
    • To check in your changes and delete the draft version, select the Update the original article and delete the draft version.
  6. To check in your changes, click OK.


To retire a knowledge article

You must mark the article for retire when the information in the article is no longer valid. To retire a knowledge article, you must have Remedyforce Knowledge User permissions. Retiring an article still keeps it in the KA list view.

Perform the following steps: 

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to retire.
  3. Click Retire.

To delete a knowledge article

Knowledge articles that have Status field value as Published or were checked out for editing cannot be deleted. To delete a knowledge article that is checked out for editing, you must check in and delete the draft version.

Perform the following steps:

  1. Click the Knowledge Articles tab on the Home page.
  2. In the Article ID column, click the ID of the knowledge article that you want to delete.
  3. Click Delete.
  4. To confirm deleting the knowledge article, click OK.



To view feedback on a knowledge article

When a staff member or client provides a feedback to a knowledge article, the feedback is stored in the Knowledge Feedback related list of the knowledge article record.

Perform the following steps:

  1. Click the Knowledge Article tab.
  2. Click the knowledge article whose feedback you want to view.
    The feedback is displayed in the Knowledge Feedback related list. If the feedback was provided from an incident record, a link to the incident record is provided in the Knowledge Incident Links related list.

To view change requests and problems linked to knowledge articles

The related lists that show the change requests and problems linked to a knowledge article can be configured to appear on the knowledge article details page. You must edit the layout of the knowledge articles page to display the Linked Change Requests and Linked Problems related lists.

Perform the following steps:

  1. Click the Knowledge Articles tab.
  2. Click any knowledge article.
  3. Click Edit Layout.
  4. In the left column of the palette, click Related Lists.

  5. Drag Linked Change Requests at the required location on the page.
  6. Drag Linked Problems at the required location on the page.
  7. Click Save.


To link a knowledge article to a configuration item

You can link a knowledge article to a configuration item (CI) of the Configuration Management System (CMS) by linking the CI in the Linked Services and CIs section.

  1. Open the required knowledge article.
  2. In the Linked Services and CIs section, click Link CI to Knowledge Article.
  3. Select the required CIs and click Link.



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