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BMC Virtual Chat 9.1 Integrating

Integrating with BMC Knowledge Management

BMC Knowledge Management is a framework for creating, publishing, reviewing, and searching IT knowledge articles. You can integrate BMC Virtual Agent with BMC Knowledge Management so that your support agents have access to a knowledge base of easy-to-find solutions and your self-service users can resolve issues on their own.

Note

The BMC Virtual Chat 9.1 installer can automatically configure the integration with BMC Knowledge Management. If you did not enable the installer to configure the integration, follow the procedures in the sections below.

This section describes the steps that you must perform to integrate BMC Virtual Agent with BMC Knowledge Management.

  1. Manually configuring the BMC Remedy AR System server for BMC Knowledge Management
  2. Configuring the BMC Knowledge Management virtual agent queries
  3. Manually configuring the BMC Remedy ITSM server for BMC Incident Management
  4. (Optional; not configured by installer) Configuring knowledge articles to launch in BMC MyIT
  5. Refreshing the registered servlets

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Last modified by Michele Marques on May 19, 2016
bmc_knowledge_management integration overview concept

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Updating field IDs for upgrades
Manually configuring the BMC Remedy AR System server for BMC Knowledge Management
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