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.

Use cases

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 users are creating or updating a ticket.

BMC Helix ITSM


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