Phased rollout

   

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

Leveraging knowledge from 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.

You subscribe to BMC Helix Knowledge Management by ComAround by purchasing BMC Helix Virtual Agent Basic Open link or BMC Helix Virtual Agent Advanced Open link licenses.

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 configure BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows by using BMC Helix Innovation Studio as the interface.

Related topics

Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider 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 enable BMC Helix Knowledge Management by ComAround for 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 enable BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows:

TaskProductRoleActionReference
1

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) If you use custom knowledge templates in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management, and you want to migrate knowledge articles that use these custom templates, map custom templates and fields in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround.

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

Mapping custom knowledge templates from BMC applications to BMC Helix Knowledge Management by ComAround Open link

2

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) To include your knowledge articles from BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management in BMC Helix Knowledge Management by ComAround, synchronize the existing knowledge articles.

Important: To run a synchronization job for synchronizing BMC Helix Business Workflows articles, the administrator must have a case business analyst role.

Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround Open link

3

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

To manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround, map the knowledge article visibility from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround.

Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround Open link

4

BMC Helix Business Workflows

BMC Helix Business Workflows administrator

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 enabling BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows

After enabling BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows, 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)



Was this page helpful? Yes No Submitting... Thank you

Comments