This documentation supports the 23.3 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
  • Live Chat
  • BMC Helix ITSM

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
  • Live Chat
  • Chatbot
Providing knowledge-centered service (KCS)Enhances the collective efforts of the knowledge team to create and maintain a rich knowledge base.

BMC Helix ITSM

Resolving tickets with the help of knowledge articles

Helps users leverage the knowledge articles by displaying a list of related knowledge articles when you create or update a ticket.

BMC Helix ITSM

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