This documentation supports the 21.3 version of BMC Helix Innovation Studio.

To view an earlier version, select the version from the Product version menu.

Setting up BMC Helix Knowledge Management by ComAround in an application

BMC Helix Innovation Studio supports BMC Helix Knowledge Management by ComAround as a search provider in an application.

With BMC Helix Knowledge Management by ComAround, you boost your knowledge base with the following capabilities: 

  • Out-of-the-box knowledge articles to support service desk agents and customers who use software from Microsoft, Google, Adobe, and Zoom
  • AI-powered cognitive search with natural language processing capabilities and predictive insights
  • Multilanguage support that offers interfaces and the ability to easily create and translate knowledge articles to different languages
  • Real-time translation of knowledge articles to more than 100 languages
  • Omnichannel integration that allows consuming knowledge from multiple applications
  • Support for KCS® V6 methodology

  • Option to make the knowledge articles visible to your external end users
  • Option to add rich media to your knowledge articles

Important

  • This capability is available for SaaS customers only.
  • You can integrate BMC Helix Knowledge Management by ComAround only with BMC applications by using the instructions in this page.
  • To integrate with non-BMC applications, see Integrating Open link in BMC Helix Knowledge Management by ComAround documentation.


Process for integrating BMC Helix Knowledge Management by ComAround with your BMC application

The following image shows the process for integrating BMC Helix Knowledge Management by ComAround with your BMC application:

ActionReference

Configure BMC Helix Knowledge Management by ComAround for the integration.

Adding BMC Helix Knowledge Management by ComAround credentials

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

(Optional) Synchronize the articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management  with BMC Helix Knowledge Management by ComAround.

Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround

Map permission groups in BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, role, and portal to set knowledge access permissions in BMC Helix Knowledge Management by ComAround.

Mapping knowledge article visibility from BMC Helix ITSM Knowledge Management with BMC Helix Knowledge Management by ComAround

What is the difference between integration and synchronization?

You integrate a BMC application with BMC Helix Knowledge Management by ComAround to use BMC Helix Knowledge Management by ComAround as a knowledge provider for this application. After the integration is completed, you will be able to search for knowledge articles created in BMC Helix Knowledge Management by ComAround or create new BMC Helix Knowledge Management by ComAround knowledge articles directly from the BMC application. You can integrate BMC Helix Knowledge Management by ComAround with the following BMC applications:

  • BMC Helix Virtual Agent
  • BMC Helix Digital Workplace Advanced
  • BMC Helix ITSM: Smart IT
    Important: Integration with Remedy Mid Tier is not supported.

Synchronization is a part of the integration process that allows you to copy knowledge articles from the following BMC applications to BMC Helix Knowledge Management by ComAround. These BMC applications can be used to create and maintain knowledge bases.

  • BMC Helix ITSM: Knowledge Management
  • BMC Helix Business Workflows Knowledge Management

Synchronization can be performed for the following scenarios:

  • If you want to use BMC Helix Knowledge Management by ComAround only to consume knowledge content and continue creating and editing articles in a BMC application where you originally created the knowledge base, you can have knowledge articles continuously synchronized from your BMC application to BMC Helix Knowledge Management by ComAround.
  • If you want to create knowledge articles directly in BMC Helix Knowledge Management by ComAround, you can migrate knowledge articles from your BMC application to BMC Helix Knowledge Management by ComAround as a one-time activity.

After the synchronization is complete, knowledge articles are accessible from the application you integrated with BMC Helix Knowledge Management by ComAround or directly from BMC Helix Knowledge Management by ComAround.


Result

For example, if you set up BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Virtual Agent , the end users can find articles from BMC Helix Knowledge Management by ComAround from the chatbot:


Where to go from here

ActionReference

If you want to integrate with BMC Helix ITSM: Knowledge Management

If you want to integrate with BMC Helix Virtual Agent

  • Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent Open link

If you want to integrate with BMC Helix Digital Workplace Advanced

  • Integrating BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace Open link

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