This documentation supports the 18.05 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

Working with the KCS template

The KCS template is a special template, which is provided out-of-the-box for Knowledge-Centered Support (KCS) support in BMC Knowledge Management. It is a ready-to-use template that is structured according to a sample template defined by the KCS framework. However, you can use any knowledge template to perform the KCS-defined knowledge management functions.

You can work with the KCS template in the following ways:

TaskAdditional informationResources
Create articles

Use the following interfaces:

  • BMC Remedy with Smart IT (Smart IT) — Using the KCS template to create articles works the same as using any other template to create articles.
  • Data Management tool in the BMC Remedy IT Service Management (ITSM) Suite—A new RKM_LoadKCSTemplate_Join tab has been added to the Transactional-Knowledge.xlsx spreadsheet. The Data Management tool uses this spreadsheet to create knowledge articles. No changes have been made to the data management process or the functionality of the Data Management tool.
  • Creating knowledge articles for sharing information in the Smart IT online documentation.
  • Following topics in the BMC Remedy ITSM Suite online documentation:
    • Transactional data mapping for information about mapping of transactional data from spreadsheets to target forms
    • Data Management for information about the data management process
Edit articles and promote them to next status

Use the following interfaces:

  • Smart IT (KCS users)
  • BMC Knowledge Management (BMC Knowledge Management users, for unpublished articles only)
 
Search for, view, and relate KCS articles

Use the following interfaces:

  • Smart IT
  • BMC Knowledge Management

The method to search, view, or relate KCS articles is same as searching, viewing, or relating any other articles.

For information about searching and relating articles from the BMC Knowledge Management application, see the following resources:

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