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.

Reviewing your knowledge team's performance using KCS reports

The Knowledge-Centered Support (KCS) framework promotes measuring and monitoring the effectiveness of the knowledge base and the performance of KCS team members. KCS Coaches are responsible for building and maintaining a high-quality knowledge base and mentoring their teams to improve performance. To enable them to do so, they can generate out-of-the-box KCS reports on the universal client.

In Remedy with Smart IT (Smart IT), the Knowledge menu has options to launch KCS reports. These reports are generated in BMC Remedy Smart Reporting (Smart Reporting). As a KCS coach, you can access KCS reports from the following locations:

Access location Access method Login information
Smart IT
  • Click Knowledge and select the option to open a KCS report.
  • Click Reports. In Smart Reporting, click Browse > Knowledge-Centered Support (KCS), and select a KCS report.
From Smart IT, when you access KCS reports, you are automatically logged in to Smart Reporting.
Smart Reporting (through BMC Remedy Mid Tier) From the Home page, navigate to Browse > Knowledge-Centered Support (KCS), and select a KCS report.

You can log in directly to Smart Reporting to access KCS Reports. To view articles and incidents listed in KCS reports, you are automatically redirected to Smart IT.

If your Smart IT session is active, you need not log in separately. However, if your Smart IT session is inactive, you must log in.

Related topics

Content categories  (BMC Remedy IT Service Management)

Row-level security  (BMC Remedy IT Service Management)

Hierarchical groups: Using a parent group for permission inheritance  (BMC Remedy IT Service Management)

Onboarding users and importing content in BMC Remedy Smart Reporting  (BMC Remedy IT Service Management)

Before you begin

Before you generate KCS reports, ensure that:

  • You have the necessary KCS and Smart Reporting permissions.
  •  Your administrator has configured some essential settings to generate the KCS reports. For more information on these settings, see Preparing to use KCS reports in Smart IT.

KCS and Smart Reporting permissions

The following table describes the KCS and Smart Reporting user permissions:

Permissions Description
KCS coach Required for accessing and generating KCS reports
Report writer user

Required for creating KCS custom reports. The Remedy Smart Reporting administrator must assign you this role, or create and assign a custom role to you.

The administrator can create a custom content category to save KCS custom reports. He must give you permission to save them in default categories such as KCS Main reports and KCS Child reports, or in the custom content category.

For more information about creating new roles and categories in Smart Reporting, see BMC Remedy Smart Reporting user roles and Content categories .

BMC Remedy Action Request user

If Smart Reporting is configured in Smart IT, Smart IT users must have appropriate Remedy Action Request System user permissions to access and view KCS reports from the Reports menu in Smart IT. For more information, see Row-level security and Hierarchical groups: Using a parent group for permission inheritance .

To configure performance metrics goals

Before you generate the KCS : Knowledge Author Performance report, you must set goals for each performance metric in the RKM:KCS:RadarGoals form that is available in Remedy IT Service Management (Remedy ITSM). Goals are the benchmarks you use to compare and assess individual performance. These goals are configured for each company. Optionally, you can also configure them for each organization within a company. The URL to access the form must be in the following format:

http://<MidtierHostName>:<PortNumber>/arsys/forms/<AR_Server_Name>/RKM:KCS:RadarGoals

Where to go from here

Generating and interpreting KCS reports

Generating KCS custom reports

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