This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the current version, select 20.08 from the Product version menu.

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.

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:

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

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Review published and unpublished knowledge articles.Reviewing and validating knowledge articles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

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