This documentation supports the 21.3 version of BMC Helix Digital Workplace Advanced.To view an earlier version, select the version from the Product version menu.

Integrating BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace

Use BMC Helix Knowledge Management by ComAround and boost your knowledge base with an extensive Article-Pack that supports service desk agents and customers using software from Microsoft, Google, Adobe, and Zoom. 

As an administrator, you integrate BMC Helix Knowledge Management by ComAround with BMC Helix Digital Workplace. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Digital Workplace.

This integration provides the following benefits to the end users:

  • Multi-language support that reduces translation costs.
  • Pre-loaded knowledge articles that contain screenshots and videos.
  • knowledge articles from BMC Helix ITSM: Knowledge Management that are synchronized with BMC Helix Knowledge Management by ComAround.
  • Knowledge articles from BMC Helix Business Workflows that are synchronized with BMC Helix Knowledge Management by ComAround.
  • Submit service requests from the knowledge articles

Related topics

Enabling-self-service-in-your-organization

Enabling end users to request services from knowledge articles


Important

End users can view only those articles for which they have the viewing permissions. 


Process overview

To configure the integration, you must complete the following tasks:

DWP_HKM_21.3.png


Task

Action

Reference

1

Configure BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio.

2

(Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, synchronize the knowledge articles with BMC Helix Knowledge Management by ComAround.

3

Submit a support case to request enabling BMC Helix Knowledge Management by ComAround as a knowledge source for BMC Helix Digital Workplace. In a support case, specify an environment or environments (non-production, production environments) where BMC Helix Knowledge Management by ComAround must be enabled. 

Best practice: To ensure prompt processing of your request by BMC Support, we recommend that you use the following subject line for a support case: Configure HKM by ComAround for DWP.

4

Set BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Digital Workplace.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*