Use case: Leveraging knowledge articles from BMC Helix Knowledge Management by ComAround in your application

BMC Helix Knowledge Management by ComAround can be integrated with contact center software, service management tools, incident management system, and business applications to reuse and share knowledge within an organization.

Integrating

Scenario: Integrating BMC Helix Knowledge Management by ComAround with other applications

Scenario: Integrating with third-party applications

A company has integrated BMC Helix Knowledge Management by ComAround to their IT Service Management system, chatbot, and customer-facing support pages on their corporate website. Both the internal and external users can access knowledge from the same knowledge base in BMC Helix Knowledge Management by ComAround by using a device and channel of their choice.

Scenario: Integrating with BMC applications

A company has implemented BMC Helix Digital Workplace Advanced and BMC Helix Virtual Agent. The company's knowledge base is in BMC Helix ITSM: Knowledge Management. The administrator wants to make sure that the end users can access knowledge articles from BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround from the chatbot.

Benefits

Integrating BMC Helix Knowledge Management by ComAround with existing applications provides the following benefits:

One centralized knowledge management solution that feed all systems.
Customer service and service desk can resolve issues without having to switch between applications.
Close incidents quicker by sharing accurate knowledge at the right time.
Support call reduction by presenting knowledge at customer engagement points such as the intranet.
In addition to your organization's knowledge, leverage the prepopulated articles for popular software such as Microsoft Windows, Adobe, Oracle, IBM, and so on.

Results

The following sections describe how users of certain BMC Helix applications that are integrated with BMC Helix Knowledge Management by ComAround can find knowledge articles directly from these products.

Integration between BMC Helix Virtual Agent and BMC Helix Knowledge Management by ComAround

BMC Helix Virtual Agent users can find knowledge articles in the chatbot.

Integration between BMC Helix Digital Workplace Advanced and BMC Helix Knowledge Management by ComAround

In BMC Helix Digital Workplace Advanced, users can look for knowledge articles by using the Global search panel, and then view relevant search results in the application.

For information about how the search functionality works, refer to Search in BMC Helix Digital Workplace Open link .

After the search results are returned, users can also preview knowledge articles in BMC Helix Digital Workplace Advanced.

Integration between BMC Helix ITSM: Smart IT and BMC Helix Knowledge Management by ComAround

BMC Helix ITSM: Smart IT users can create knowledge articles directly from the application.