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Leveraging knowledge from BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround is an Artificial Intelligence (AI)-powered and cloud-based knowledge management solution that offers a centralized way of working with knowledge. You can use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent to boost your knowledge base. 

You subscribe to BMC Helix Knowledge Management by ComAround by purchasing BMC Helix Virtual Agent Basic Open link or BMC Helix Virtual Agent Advanced Open link licenses.

After you subscribe to BMC Helix Knowledge Management by ComAround, as an administrator, you must 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.


Benefits of BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround provides the following benefits for your end users in BMC Helix Virtual Agent


Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent

To start using BMC Helix Knowledge Management by ComAround as the knowledge provider for BMC Helix Virtual Agent, complete the following configuration tasks in BMC Helix Innovation Studio and BMC Helix Virtual Agent:

TaskProductRoleActionReference
1

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround.

Important: If you don't use custom templates, 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 to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too.

Mapping custom knowledge templates from BMC applications to BMC Helix Knowledge Management by ComAround Open link

2

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) 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

3

BMC Helix Virtual Agent

BMC Helix Virtual Agent administrator

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

To add BMC Helix Digital Workplace Advanced client application credentials
4

BMC Helix Virtual Agent

BMC Helix Virtual Agent administrator

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

Defining a knowledge search provider for chatbot


Result

After you configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent, end users can search for and view knowledge articles in the chatbot. End users can view the complete article in the chatbot web UI. The articles cannot be launched from the chatbot. Also, they can view only those articles for which they have viewing permissions. 

Important

  • After configuring BMC Helix Knowledge Management by ComAround search in BMC Helix Virtual Agent, the updated time stamp of the article is not displayed to the end users.
  • Users can't create knowledge articles in BMC Helix Knowledge Management by ComAround directly from BMC Helix Virtual Agent

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