Phased rollout

 

This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Integrating

Action Request Systemintegrations withBMC Helix ITSM: Knowledge Management allow users to communicate and share data with the following applications:

  • BMC Digital Workplace
  • Chatbot
  • Livechat
  • BMC Helix ITSM: Smart IT

These applications provide the ability to search the knowledge base. 

Consult the following use cases for information about how to achieve value with BMC Helix ITSM: Knowledge Management:

Use caseBusiness valueProducts used
Providing knowledge for self-serviceEnables a collaborative approach to provide knowledge for self-service.
  • BMC Service Request Management
  • BMC Digital Workplace
  • Livechat
  • Chatbot
Providing knowledge-centered service (KCS)The practices defined in KCS enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base.

BMC Helix ITSM: Smart IT

Resolving tickets with the help of Knowledge articles

BMC Helix ITSM: Smart ITallows users to leverage the knowledge articles by displaying a list of related knowledge articles when you create or update a ticket.

BMC Helix ITSM: Smart IT

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