Phased rollout

   

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

Modifying simple and advanced search for knowledge articles

In BMC Helix Business Workflows, agents can search for knowledge articles from the following views:

  • Case edit
  • Knowledge article edit
  • Quick case

As an administrator or a case business analyst with the Knowledge Coach functional role, you can modify the following types of knowledge article search according to your business requirements:

  • Simple search—By default, a simple search displays only out-of-the-box published knowledge articles. You can modify the list of knowledge articles that are displayed by default. For more information, see Modifying default status.
  • Advanced search—Agents can use filters to search for the required knowledge articles quickly. Filters enable agents to focus their search results. The following filters are provided out of the box:
    • Line of Business
    • Status
    • Knowledge Set
    • Operational Category Tier 1
    • Region
    • Site

Any custom status that is defined for cases or knowledge articles is also available for selection in the Status filter. You can modify the default list of filters for the advanced search option. For more information, see Modify advanced search fields. The advanced search for knowledge articles is enabled out of the box.

Important

You can modify the default status and advanced search fields only for case edit and knowledge article edit views.

To modify the simple search to display knowledge articles

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. To select the view for which you want to modify the list of knowledge articles that are displayed by default, perform any of the steps that are described in the following table:

    GoalAction
    To select the case edit view.
    1. Click Case Management Service.
    2. On the Case Management Service page, select Views > Case Edit.
    3. On the View designer, select Resources > Knowledge Articles.

    To select the knowledge article edit view.
    1. Click Knowledge Management.
    2. On the Knowledge Management page, select Views > Edit article.
    3. On the view designer palette, select Resources > Suggested Articles.
  3. After you select an appropriate view, to modify the status based on which knowlegde articles are displayed in the view, perform the following steps:
    1. Navigate to Properties  > Search Options.
    2. Next to Filter Expression, click Edit.
    3. On the Edit Expression pane, use the out-of-the-box expression with any of the following values of statuses for knowledge articles:
      • In Progress—1000
      • Draft—2000
      • SME Review—3000
      • Published—5000
      • Closed—9000
      • Retired—6000
      • Canceled—7000

      Important

      Out-of-the-box, the Published status with the value 5000 is set as default. If you want to set a different default status, for example, Closed, you give the expression as: " 'Status'=" +' "9000" '. You can set one or more statuses as default.

    4. Save your changes.

  4. Click Save on the View designer page.

To modify the advanced search filters

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. To select a view for which you want to modify the advanced search fields, perform any of the steps that are described in the following table:

    GoalAction
    To select the case edit view.
    1. Click Case Management Service.
    2. On the Case Management Service page, select Views > Case Edit.
    3. On the view designer, select Resources > Knowledge Articles.

    To select the knowledge article edit view.
    1. Click Knowledge Management.
    2. On the Knowledge Management page, select Views > Edit article.
    3. On the view designer palette, select Resources > Suggested Articles.
  3. After you select an appropriate view, navigate to Properties  Search Options.
  4. Below Search Options, click Edit.
  5. On the Search Result Options pane, add or remove fields by performing the following steps:
    1. To add a field to advanced search, click Quick Add/Remove Advanced Search Fields, and perform the following steps:
      1. In the Add/Remove Fields pane, from the Available Fields section, click the required fields.
        These fields are added in the Selected Fields section.
      2. For the newly added field, click Enable Field Association.
        You must select this checkbox and complete the required fields so that when agents use the advanced search, they can view and select the required values for the filters displayed. Otherwise, agents have to enter the value manually in the filters.
        After you select the checkbox, complete the fields as described in the following table:

        FieldDescription
        Select Record DefinitionFor the field that you add, select the corresponding record definition. For example, if you add Operational Category Tier 2, you select Operation Category as the record definition.
        Label Field to be DisplayedSelect a label based on which the values in a filter are displayed. For example, if you add Operational Category Tier 2, you specify Category Name in this field. When agents use the Operational Category Tier 2 filter in Advanced search options, they can view all the available category names.
        Value Field of Selection

        Select the value that is stored for the corresponding field.

        For example, if you add Operational Category Tier 2, you specify ID in this field.

      3. To delete a field, click .
      4. Click Save.
    2. To remove a field from advanced search, click .
  6. Save your changes.
  7. Click Save on the View designer page.


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