KCS forms and escalations
BMC Knowledge Management provides support for Knowledge-Centered Support (KCS) functions that are performed from BMC Remedy with Smart IT (Smart IT) and BMC Remedy Smart Reporting. To provide KCS support, several new back-end forms and escalations have been added, and some existing forms have been modified.
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New forms in BMC Knowledge Management for KCS support
The back-end forms added to BMC Knowledge Management contain transactional or computational data. This data serves as input to Smart IT for performing KCS functions and to BMC Remedy Smart Reporting for viewing KCS reports. These forms are not visible from the BMC Knowledge Management application.
The following table lists the new KCS forms:
|Transactional or data forms|
Contains the answers for performance assessment questions from the Article Quality Index (AQI) assessment. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors.
This form is used to compute the overall score for AQI assessment.
Contains data about the time an article is in each status. When article status or assignment changes, a record is created in this form.
This form is used by BMC Remedy Smart Reporting to create a KCS report.
Contains data for identifying which article from the search result is already read by a user in the current session.
In Smart IT, after a user views an article from the search result, the color of the link changes to indicate that the user has already read the article.
|RKM:KCS:Template||Contains data for KCS articles created from the KCS template. This new article template form for the KCS template works like all other article template forms.|
|Report data forms for creating KCS reports in BMC Remedy Smart Reporting|
Contains AQI assessment data per user per day, for each question answered during an AQI assessment. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data in this form is created or updated daily when escalations run.
Contains AQI assessment data per user per day. A KCS Coach performs AQI assessment of articles to monitor and measure performance of knowledge authors. The data in this form is created or updated daily when escalations run.
Contains participation rate data per user per day. Participation rate is the proportion of incidents that a user closes by using knowledge articles, compared to the total number of incidents that the user closes. The data in this form is created or updated daily when escalations run.
Contains citation count data, which is the number of times knowledge articles created by each knowledge author are attached to incident tickets. The data in this form is created or updated daily when escalations run.
Contains final radar chart metrics, which are computed by using the citation count, participation rate, average number of incidents handled, and AQI data. The form contains one record per user per month. The data in this form is created or updated daily when escalations run.
A computational form that computes radar chart metrics. All computations are done on this form, and the final data is pushed to RKM:KCS:RadarChart form. This form contains one out-of-the-box entry with 'Article_Keywords' = "ITSM_RKM_KCS" AND 'Status' = "offline", which is used by escalations. To use this feature, ensure that you enable the entry by modifying the entry to 'Status' = "Enabled".
Important: Do not modify values of other fields or delete the out-of-the-box entry in this form. Modifying the values of other fields or deleting the entry will result in errors in running associated escalations.
|Configuration or template forms|
Contains AQI question set data for performing AQI assessments. This form defines the company or support organization level to which a particular question set is applicable.
A KCS Coach creates a question set from the Smart IT interface.
Contains the AQI questions and other data such as desirable answers, weighting value for undesirable answers, and so on.
While some out-of-the-box questions are provided, a KCS Coach can add or update questions from the Smart IT interface.
|Contains localized descriptions and other data for AQI questions. This form contains one record for each locale per AQI question.|
|Contains data about the mapping between an AQI question set and its questions.|
Contains data about the relationships between a KCS Coach and the knowledge authors whom the KCS Coach coaches.
Contains a predefined goal value for each metric in the radar chart report, for each company.
Only a KCS Coach can update and further define the goal values for each support company or organization by accessing this form from BMC Remedy Mid Tier.
|Data management forms|
|RKM:LoadKCSTemplate||Enables creation of knowledge article from KCS template using the Data Management tool.|
|Join forms and other miscellaneous forms|
|Contains combined data from the Knowledge Article Manager and its extension forms. The data serves as an input to Smart IT.|
|Contains combined data from HelpDesk and HPDAssociations forms. The data serves as an input to Smart IT.|
|Contains combined data of an AQI question set and AQI questions.|
|Contains combined data of an AQI questions set, AQI questions, and AQI localized question data.|
|Contains combined data of a KCS Coach, knowledge authors whom the KCS Coach coaches, and additional data that serves as an input to Smart IT.|
|RKM:KCS:Template_Manageable_Join||Supports creation of knowledge articles from the KCS template using the Data Management tool.|
New escalations for KCS support
The RKM:KCS:RadarData_Compute escalation runs daily after midnight to compute the following metrics required for the KCS reports.
- Citation Count
- Participation Rate
- Article Quality Index
- Radar Chart
If required you can change the time at which the escalation is run. The escalation uses the data for the previous 24 hours when it runs for the first time. For subsequent runs, the escalation uses the data since the last successful execution to compute different metrics.
Existing forms updated for KCS
The following table lists forms that have been updated for KCS support, important new fields that have been added to the forms, and corresponding permissions:
|Form name||New fields||Field-level permissions for new fields||Form-level permissions|
|Transactional or data forms|
|RKM:ArticleHistory||Public: Change||Public: Hidden|
|RKM:UpdateRequests||Public: Change||Public: Hidden|
|Join or miscellaneous forms|
|RKM:ArticleHistory_Join||Public: Change||Public: Hidden|