Phased rollout


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

Managing and developing knowledge articles

As a knowledge coach, you can develop a knowledge base for case agents to access reference information easily. You can create knowledge articles that provide information about resolving an issue, maintain the information about different policies of your organization, and so on. Case agents can use the knowledge articles while working on cases. You can create knowledge sets and templates, and associate knowledge templates to a knowledge set. Knowledge templates help to provide consistent structure and formatting for knowledge articles and knowledge sets help to categorize the templates. You can define different types of approvals and approval mapping for knowledge articles so that approvers can approve or reject the publishing, retiring, or canceling of a knowledge article.


If you are using BMC Helix Knowledge Management by ComAround as the knowledge base, to learn about managing and 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 following table lists the actions that you can take to develop and maintain a knowledge base:

Create knowledge templates to define the structure of knowledge articles and create knowledge sets to group and categorize knowledge templates.Creating knowledge sets and knowledge templates
Define an approval flow, approval mappings, and approvers for knowledge articles.Configuring knowledge article approvals
Develop knowledge articles that provide reference information for case agents.Developing knowledge articles
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