Enabling self-service in your organization
By using BMC Digital Workplace, end users can solve problems themselves. This means a reduction in the number of submitted incidents, HR cases, and support tickets. To help end users navigate through BMC Digital Workplace, administrators and support staff can create knowledge articles, add links to online product documentation (internal or external), troubleshooting tips, tutorials, and videos. End users can access these resources through search (in the Global search panel or from the Catalog tab) or from the profile of an asset or service. Starting from the 19.08 release, BMC Digital Workplace has implemented Whatfix flows that are self-help resources guiding through the UI.
The following image shows the resources that help an end user resolve an issue faster:
In knowledge articles, include a link directly to an appropriate service request or catalog section. End users feel more confident about turning to self-help resources when they know that help is only a click away.
Scenario: Resources for new employees
Irene recently joined the company. She was given access to the corporate intranet and has downloaded the BMC Digital Workplace application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested for her to read.
Using BMC Digital Workplace, she browses How-To resources and quickly finds the link to the page that contains the PDFs for new hires.
The following videos demonstrate how a BMC Helix Digital Workplace Catalog administrator can make the end-user experience simple and effective:
Efficient service requesting
This video demonstrates how a catalog administrator creates the Request full computer system bundle in BMC Helix Digital Workplace Catalog. If new employees join the company, they can easily request the needed equipment from the Catalog tab in BMC Helix Digital Workplace.
Providing knowledge articles and reviewing their effectiveness
This video demonstrates how a BMC Helix Digital Workplace administrator enables the knowledge articles feature and creates knowledge articles in Smart IT. End users can also provide their feedback and rating on the knowledge articles. Administrators can view the feedback in BMC Remedy ITSM and assess the effectiveness of the knowledge articles. Such feedback helps provide an efficient end-user experience.
For detailed information about how to enable providers and the list of providers available in BMC Helix Digital Workplace, see List of providers.
For more information about knowledge articles, see Learning about Knowledge Management.
To configure the RKM pluggable provider, see Setting up self-help resources.
For more information about how BMC Helix Remedy ITSM administrators can get end-user feedback on knowledge articles, see Out-of-the-box BMC Knowledge Management reports and dashboard.
The following diagram illustrates how knowledge articles and other resources can be made available to end users for self-service:
To enable self-service
The following topics provide information about providing resources that end users can use to resolve issues on their own: