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Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent

Use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent to enhance your knowledge base with multiple capabilities of BMC Helix Knowledge Management by ComAround. For more information about BMC Helix Knowledge Management by ComAround and its benefits, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround.

As an administrator, you configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Virtual Agent. 

You must complete the common configuration tasks in BMC Helix Innovation Studio, and then enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Virtual Agent.


Before you begin

After you subscribe to BMC Helix Knowledge Management by ComAround, BMC Software sets up the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For more information, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider Open link .

Before you enable BMC Helix Knowledge Management by ComAround as the knowledge provider, complete the following steps in BMC Helix Innovation Studio:

Task

Action

Reference

1

(Optional) Map custom fields from the out-of-the-box knowledge templates in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows with BMC Helix Knowledge Management by ComAround.

Important: If you don't use custom fields, you do not need to do the mapping because out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows are automatically mapped with BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too.

Mapping custom fields from BMC applications with BMC Helix Knowledge Management by ComAround Open link


2

(Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, synchronize the knowledge articles with BMC Helix Knowledge Management by ComAround.

Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround Open link



Workflow for enabling BMC Helix Knowledge Management by ComAround search in BMC Helix Virtual Agent

After you complete the common configuration tasks in BMC Helix Innovation Studio, you enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Virtual Agent.

TaskActionReference
1

Add BMC Helix Digital Workplace Advanced credentials in BMC Helix Virtual Agent.

To add BMC Helix Digital Workplace Advanced client application credentials
2

Define BMC Helix Knowledge Management by ComAround knowledge as a search provider for chatbot.

Defining a knowledge search provider for chatbot


Where to go from here

To create search filters for BMC Helix Knowledge Management by ComAround articles, see  Creating search filters for BMC Helix Virtual Agent Open link .

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