This documentation supports the 19.11 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.08 from the Product version menu.



Knowledge Management

A knowledge base is an information library that contains information about a product, service, existing issues and their solutions, organization policies, and so on. It is important to create and maintain a knowledge base so that users can access the required information easily and resolve issues on their own. 

To simplify the user access to a knowledge base, Knowledge Management enables users to create, publish, maintain, and search knowledge articles that belong to their organizations. Knowledge articles are a great way to document, maintain, and share different types of knowledge like reference, problem and solution, finance, and legal in an organization.

Knowledge Management provides the following benefits:

  • Improve self-service.
  • Reduce the number of issues that are raised.
  • Access to up-to-date information.
  • Consistent structure and formatting.
  • Create knowledge articles as per the business needs.

Refer the following topics to understand the knowledge concepts that help you work with knowledge articles efficiently:

ActionReference
To learn about different search options available for knowledge articles.Knowledge article search
To learn how to work with knowledge articles.Knowledge sets and knowledge templates


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