This documentation supports the 18.05 version of Remedy with Smart IT.

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

Creating knowledge articles for sharing information

You can create knowledge articles in Smart IT, and share information about how you resolved an issue. It helps other service desk agents to refer and quickly resolve similar issues. You can create all known types of knowledge articles using the pre-defined BMC Knowledge Management templates available in Smart IT, except Decision Tree type of articles, and any custom templates you defined for Knowledge Management.

You must have BMC Knowledge Management installed to create knowledge articles in Smart IT.

Note

You follow a knowledge article if you have created the article. Refresh your screen as it may take a few minutes to reflect the 'Follow' status.

Overview

Smart IT supports Knowledge Centered Support (KCS).  The practices defined in KCS enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base. The Consortium for Service Innovation has created the KCS methodology and maintains it. The KCS methodology is as follows:

  • Create knowledge as a by-product of resolving incidents.
  • Collect available knowledge in a comprehensive knowledge base.
  • Reuse and improve existing knowledge before creating new content.
  • Encourage users to collaborate, learn, share, and improve knowledge within the organization.

The following video (3:24) describes the benefits of using knowledge management for KCS in Smart IT.

 https://youtu.be/N8lS-LTf3sM

Whether you use KCS or traditional knowledge management, knowledge articles can help support agents and business users. After you create and publish knowledge articles, the articles show up in Smart Recorder when a support agent logs a ticket. If you use BMC Digital Workplace or BMC Chatbot, the knowledge articles are available to business users.

Process overview for KCS

The following diagram illustrates the process of using and publishing knowledge articles:

Process overview for traditional knowledge management

The following diagram illustrates the process of creating and publishing knowledge articles:

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