Leveraging knowledge from BMC Helix Knowledge Management by ComAround
BMC Helix Knowledge Management by ComAround is an Artificial Intelligence (AI)-powered and cloud-based knowledge management solution that offers a centralized way of working with knowledge. You can use BMC Helix Knowledge Management by ComAround as a knowledge article source for BMC Helix Digital Workplace to boost your knowledge base with the numerous benefits that BMC Helix Knowledge Management by ComAround provides.
You subscribe to BMC Helix Knowledge Management by ComAround by purchasing the BMC Helix Service Management Advanced license. BMC Helix Knowledge Management by ComAround is also available to customers with entitlements in BMC Helix Virtual Agent Basic or BMC Helix Virtual Agent Advanced subscriptions.
After you subscribe to BMC Helix Knowledge Management by ComAround, as an administrator, you must configure BMC Helix Knowledge Management by ComAround as a knowledge source for BMC Helix Digital Workplace. You must complete the common configuration tasks in BMC Helix Innovation Studio, and then request BMC Helix, Inc. Support to enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Digital Workplace.
BMC Helix ITSM: Knowledge Management and BMC Helix Business Workflows are other knowledge sources that BMC Helix Digital Workplace supports. For more information, see Search-in-BMC-Helix-Digital-Workplace.
For more information about the capability to submit service requests from the knowledge articles, see Enabling-end-users-to-request-services-from-knowledge-articles.
Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Digital Workplace
To start using BMC Helix Knowledge Management by ComAround as the knowledge source for BMC Helix Digital Workplace, complete the following tasks:
Task | Product | Role | Action | Reference |
|---|---|---|---|---|
1 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | (Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround. Important: If you don't use custom templates, you do not need to do the mapping because out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows are automatically mapped to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too. | |
2 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | (Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, import the knowledge articles to BMC Helix Knowledge Management by ComAround. | |
3 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | To manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround, map the knowledge article access from BMC Helix Digital Workplace to BMC Helix Knowledge Management by ComAround. | |
4 | NA | NA | 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 Helix, Inc. Support, we recommend that you use the following subject line for a support case: Configure HKM by ComAround for DWP. |
Result
After BMC Helix Knowledge Management by ComAround is configured as a knowledge article source for BMC Helix Digital Workplace, users can search for knowledge articles by using the Global search bar, and then view relevant search results in the application.
For information about how the search functionality works, refer to Search-in-BMC-Helix-Digital-Workplace.
After the search results are returned, users can also preview knowledge articles in the application and view the full article.
Business Intelligence reports in BMC Helix Knowledge Management by ComAround
In BMC Helix Knowledge Management by ComAround, users with the knowledge worker role can access Business Intelligence reports to get insights about knowledge use, user preferences, and engagement. For example, knowledge workers can use the Views report to get information about the views generated by BMC Helix Digital Workplace. Learn about this report in the Views report (ComAround) help article. For more information about the existing reports, see the Accessing and navigating Business Intelligence reports (ComAround) help article.
To learn how to access help articles for BMC Helix Knowledge Management by ComAround, see Accessing product documentation provided by help articles in the BMC Helix Knowledge Management by ComAround documentation.