Creating knowledge sets

Knowledge sets are logical groups of knowledge articles. The view, edit, and search permissions of knowledge article templates and knowledge articles are inherited from knowledge sets. Knowledge sets enable users to add domain-specific access to knowledge articles. For example, if you provide view access to a knowledge set for a support group, the users in the support group can view the the knowledge articles that are inherited from the knowledge set.

An administrator or a case business analyst with the Knowledge Coach functional role must create knowledge sets before creating knowledge article templates and knowledge articles. You can create multiple knowledge sets.

Before you begin

• To learn more about knowledge sets and view an example, see Knowledge sets and knowledge templates.
• To associate knowledge sets with an organization and support group, ensure that the administrator has created foundation data. For details, see Creating or modifying Person data .

• Register  for which you want to create knowledge sets.

To create and edit knowledge sets

1. Log in to BMC Helix Business Workflows.
2. Click Settings.

3. Select Knowledge Management > Knowledge Sets, and click New Knowledge Set.

4. Fill out the Knowledge Set, Organization, and Description fields.
5. To associate the knowledge set with BMC Helix Business Workflows, click Associate, select com.bmc.dsm.bwfa and click Select.

6. (Optional) If you have not created an application with which you want to associate the knowledge set, click Create New and fill out the details.

   Note

   Knowledge sets that are saved without associating them with an application are not visible while creating knowledge article templates. 

7. Click Save.

8. To associate the knowledge set with a business unit, department, or support group, from the Support Group list, in the Knowledge Access section, expand Support Group Access, and add the business unit, department, or support group.

   After changing the knowledge set access, to update the description or other details, close the view and open it again to make the changes. If you try to make the changes in the same view, an error might occur.

9. (Optional) You can also deactivate a knowledge set to make it unavailable to create knowledge templates. To do this, open the knowledge set, use the Active toggle, and save your changes.
10. Click Save.

Where to go from here

Creating and editing knowledge templates