Phased rollout

   

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

Getting started with BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround is a knowledge base that offers a centralized way of working with knowledge in your organization. Using BMC Helix Knowledge Management by ComAround, you can enhance your knowledge base with an extensive Article-Pack that contains knowledge articles to support case agents in resolving cases.

As an administrator, you can choose to use BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows. After you subscribe to BMC Helix Knowledge Management by ComAround, you must integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows by using BMC Helix Innovation Studio as the interface.


Related topics

Setting up BMC Helix Knowledge Management by ComAround in an application Open link

BMC Helix Knowledge Management by ComAround Open link

Benefits of BMC Helix Knowledge Management by ComAround

The following image shows the benefits of using BMC Helix Knowledge Management by ComAround:



Process to integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows

To start using BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows, complete the configuration tasks in BMC Helix Innovation Studio and BMC Helix Business Workflows.

The following table describes the tasks to integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows:

TaskActionReference
1

Add BMC Helix Knowledge Management by ComAround configuration parameters in BMC Helix Innovation Studio.

Adding BMC Helix Knowledge Management by ComAround credentials Open link

2

(Optional) If you are an existing customer and want to migrate your knowledge articles from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround, you can map custom knowledge templates from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround and then synchronize the existing knowledge articles.

The out-of-the-box knowledge templates are fully mapped from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround.

Important

To run a synchronization job, the administrator must have a case business analyst role.

Setting up BMC Helix Knowledge Management by ComAround in an application Open link

3

Set BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows.

Warning

If you set BMC Helix Knowledge Management by ComAround as the knowledge base, you cannot switch back to BMC Helix Business Workflows Knowledge Management.

Selecting a knowledge base for BMC Helix Business Workflows


Changes in knowledge management after completing the integration

After completing the integration with BMC Helix Knowledge Management by ComAround, existing customers can see changes in their knowledge management, as shown in the following short video (1:24):

Changes expected after migration of knowledge articles

The existing customers can notice the following changes after migrating the articles from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround:


The following table shows the status and visibility of knowledge articles after migration from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround:

Knowledge article status in BMC Helix Business Workflows

Knowledge article status in BMC Helix Knowledge Management by ComAroundafter migration

Available for case agents in BMC Helix Business Workflows after migration

Available in BMC Helix Digital Workplace Advanced/BMC Helix Virtual Agent (Read only)

  • In progress
  • Draft
  • SME review
  • Publish approval
Work in progress(error)(error)
  • Published (External)
  • Retire approval (External)
Published(tick)(tick)
  • Published (Internal)
  • Retire approval (Internal)
Approved(tick)(error)
  • Retired
  • Canceled

Not synchronized by default

(error)(error)
  • Closed
  • Request for cancelation
Archived(error)(error)


Where to go from here

Adding BMC Helix Knowledge Management by ComAround credentials Open link

Selecting a knowledge base for BMC Helix Business Workflows


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