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.

Knowledge article templates

Templates provide a structure to your knowledge articles. They also include useful features such as a rich text editor and support for multimedia content. You must select a template before you can create a new knowledge article.

BMC Helix ITSM: Knowledge Managementprovides the following out-of-the-box knowledge article templates:

Out-of-the-box templatesDescription
Decision Tree

Use this template to create knowledge articles that help in making decisions while performing tasks.

This template does not support rich text.

How ToUse this template to create knowledge articles that provide step-by-step instructions to complete a task.
Known errorUse this template to create knowledge articles that provide root cause information and workarounds for a known issue. 
Problem SolutionUse this template to document a resolution for a problem after identifying the root cause during a problem investigation.
ReferenceUse this template to create an information resource for a specific issue.
KCS template

This template is structured according to the Knowledge-Centered Service (KCS) article definition. Use this template to create knowledge articles that provide:

  • The problem.
  • Environment information such as hardware, software and so on.
  • Resolution of the problem.
  • The underlying cause.


  • Articles created by using any template, except the KCS template, are fully functional in theBMC Helix ITSM: Knowledge Managementapplication. You can create articles and perform all actions on articles except KCS articles by accessing theBMC Helix ITSM: Knowledge Managementapplication through BMC Helix ITSM.
  • To work with KCS articles, you must haveBMC Helix ITSM: Knowledge Management and Smart IT installed on your system. The KCS articles are fully functional inBMC Helix ITSM: Smart IT. From the BMC Helix ITSM: Knowledge Managementapplication, you can only search for and relate to KCS articles.
  • The KCS template 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.
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