This documentation supports the 20.08 version of Remedy Knowledge Management, which is available only to BMC Helix subscribers (SaaS).

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


This section contains information about using the BMC Knowledge Management product. This section also includes scenarios that are examples of processes or approaches that BMC has identified as the most effective way to use certain features.

A fictional company named Calbro Services helps explain how BMC Knowledge Management principles and procedures are used in practice. Although Calbro Services is a fictional company, it is based on research of actual BMC customers. These examples contain common use cases that you might typically use.

Learning how Calbro Services uses knowledge management functionality should prove useful as you use BMC Knowledge Management in your own environment. Although Calbro Services user personas illustrate the use cases, no references are intended toward specific data or real-life users. 

For detailed information about Calbro Services user data and roles, see Calbro Services company example Open link

The following sub-sections are provided:

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