Solving problems with self-help
Users can then access those resources through search (in the Superbox or from the Catalog tab), by browsing the Support tab, or from the profile of an asset or service.
In knowledge articles, you can include a link directly to an appropriate service request or catalog section. Users will feel more confident turning to self-help resources when they know that help is only a click away.
Irene has just joined the company. She has been given access to the corporate intranet and has downloaded the BMC MyIT application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested she read before she starts on Monday.
Using BMC MyIT, she pulls up the How-To resources and quickly finds the link to the page that contains PDFs for new hires.
Provide users with access to self-help articles from BMC Knowledge Management or online resources. These resources can be websites, articles, or other content that your company has created, such as training documents, internal procedures and guidelines, product manuals and guides, tutorials, and videos.