This documentation supports the 9.1 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

Business value

BMC Knowledge Management provides the infrastructure for creating, storing, publishing, reviewing, and searching IT knowledge articles to aid service desk analysts via a knowledge base of easy-to-find solutions, and give users self-service search options to help them resolve issues on their own.

With BMC Knowledge Management, you can:

  • Improve service quality through easy access to knowledge
  • Reduce support calls — and costs — by enabling users to search without involving the service desk
  • Access third-party knowledge through integration and indexing of content
  • Decrease call abandonment rates and increase first-call resolution rates by improving efficiency
  • Keep users and service desks up to date by providing news flashes and watch lists
  • Reduce training costs throughout your organization with integrated, self-help knowledge
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