Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Developing knowledge articles

Knowledge articles contain reference information that agents can use to work on their cases. In BMC Helix Business Workflows, you can use knowledge articles to resolve an existing issue, maintain the information about different policies of your organization, and so on. 

By developing knowledge articles, you are able to do the following tasks:

  • Help to transfer knowledge to different individuals in the organization.
  • Enable self-service users to resolve issues on their own. This reduces the number of issues that users raise.
  • Reduce the time you invest to resolve issues and ensure that you work on each issue only once.

Important

If you are using BMC Helix Knowledge Management by ComAround as the knowledge base, to learn about developing knowledge articles, log in to BMC Helix Knowledge Management by ComAround and see the help articles. Learn how to access BMC Helix Knowledge Management by ComAround help articles in Accessing product documentation provided by help articles Open link .


The process of developing a knowledge article consists of different actions that vary from creating the article to monitoring it. These actions help you develop a valid and useful knowledge article.

The following figure illustrates the process of developing a knowledge article:

The following video (2:14) gives a brief introduction of knowledge articles:

 http://youtu.be/9VmCtRWgrxY


The following topics in this section provide more details about developing knowledge articles:

ActionReference
Create knowledge articles for your organization.Creating and publishing knowledge articles
Change the status of a knowledge article to proceed with it.Changing knowledge article statuses
Review published and unpublished knowledge articles.Reviewing and validating knowledge articles
Work on improving the quality of knowledge articles.Providing feedback for improving the quality of knowledge articles
Know how full-text search works while searching for knowledge articles.Working with full-text search
Search for knowledge articles from the knowledge console and cases.Searching for knowledge articles
Approve or reject knowledge articles for your organization.Approving or rejecting knowledge articles



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