FAQ

We will help you migrate knowledge articles from any other knowledge management software. The migration process depends on the data format generated from the legacy system. 

Implementing BMC Helix Knowledge Management by ComAround is easy, and it takes between a few weeks to a few months, depending on the authentication method, integrations to be implemented, and so on. BMC Helix Knowledge Management by ComAround itself is ready to use out of the box, and all customizations are based on quick configurations.

BMC Helix Knowledge Management by ComAroundis designed based on the Knowledge-Centered Service (KCS) methodology and is KCS V6 Verified. For more information about KCS, see Learning about KCS v6 verified BMC Helix Knowledge Management by ComAround.

Yes, you can migrate knowledge articles from one or several knowledge management systems. The migration process depends on the data format generated from the legacy system. 

You can use ComAround Open APIs to integrate any part of BMC Helix Knowledge Management by ComAround into one or several applications, such as BMC Helix ITSM systems, intranet sites, websites, and more.

Yes, your knowledge structure and content categorization are preserved after your knowledge base is migrated into BMC Helix Knowledge Management by ComAround. However, you can modify the transferred structure directly in BMC Helix Knowledge Management by ComAround after the migration is completed.

Yes, BMC Helix Knowledge Management by ComAround is a multitenant software that includes the production environment.

Yes, you can customize UI colours, branding, the general look and feel, and the structure of the top navigation bar.

For information about how to customize the software UI, see Change theme colors in the portal (ComAround).

To learn how to edit the navigation bar, go to Edit the navigation bar (ComAround).

Yes, BMC Helix Knowledge Management by ComAround is a multilanguage software offering interfaces and the ability to create knowledge in the following languages and language variations:

• Čeština
• Dansk
• Deutsch (Deutschland)
• Deutsch (Österreich)
• Deutsch (Schweiz)
• Eesti
• English (Canada)
• English (Ireland)
• English (United States)
• English (United Kingdom)
• Español
• Français (Belgique)
• Français (Canada)
• Français (France)
• Français (Luxembourg)
• Français (Switzerland)
• Hrvatski
• Italiano (Italia)
• Italiano (Swiss)
• Latviešu
• Lietuvių
• Magyar
• Dutch (Belgium)
• Dutch (Nederland)
• Polski
• Português
• Română
• Slovenčina
• slovenščina
• Srpski
• Suomi
• Svenska
• Türkçe
• Ελληνικά
• Български
• Русский (Russia)
• Русский (Ukraine)
• Українська
• עברית
• 中文(简体)

You can also have your articles machine-translated into more than 100 languages.

You can add multiple translations to your articles. To learn how, see Add translation to an article (ComAround).

The BMC Helix Knowledge Management by ComAround licensing model is based on the subscription levels. The following subscription levels are available:

• Enterprise—this subscription level offers free access to all features, languages, and add-ons. 
• Professional—this level offers access to all key features, but some capabilities are limited in comparison with the Enterprise subscription.

Licenses are required only for knowledge worker roles because these roles are allowed to create and edit knowledge articles and use them for support. A valid license is needed per user. The knowledge reader role has read-only access. Therefore, readers don't need a license. To learn more about user roles and their rights, see Product overview.

Permissions to view, create, and edit articles are role-based. Each user role has a specific set of rights defined that determine its read and edit access to knowledge articles in different states. For more information about existing user roles and their rights, see Product overview.

Yes, you can restrict article visibility for certain user groups. In BMC Helix Knowledge Management by ComAround, the visibility is defined by the user groups assigned to the portal or folders. Each user group is granted access to content folders where knowledge articles are stored. You can exclude folders containing articles that you want to hide for the required user groups.

You can manually import Microsoft Word documents in the .docx format. For instructions how to import a single Word document or multiple documents, refer to the following articles:

• Importing a single article created in Microsoft Word (ComAround)

• Creating articles in Microsoft Word (ComAround)

We can also help run a machine import.

Other data formats, such as Markdown (.md) or reStructured Txt (.rst), aren’t supported.

Yes, you can request the export of BMC Helix Knowledge Management by ComAround articles to BMC Support. To request the export of BMC Helix Knowledge Management by ComAround articles, send an email to BMC Helix Support with the name of the portal that should be exported. For more information, see Exporting BMC Helix Knowledge Management by ComAround articles.

The following BMC products can use BMC Helix Knowledge Management by ComAround as a knowledge provider:

• BMC Helix Virtual Agent
• BMC Helix Digital Workplace Advanced
• BMC Helix ITSM: Smart IT
• BMC Helix Business Workflows

To get a list of procedures describing how to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for other BMC applications, refer to Leveraging knowledge articles from BMC Helix Knowledge Management by ComAround in other BMC applications.

BMC Helix Knowledge Management by ComAround introduces the upgraded content storage system to enhance the application performance and scalability and extend user capabilities. You can benefit from the implementation of this highly robust storage system in the following ways: 

• Efficiently handle large volumes of content in the scalable storage system. 
• Expect quick creation, retrieval, and sharing of content, reducing the lag and load times.
• Use enhanced self‑service capabilities to manage users, user groups, content export, and more.

For customers to use the upgraded content storage system, BMC Helix must migrate the knowledge bases of these customers from the previous storage system to the upgraded one. The migration will occur in a phased manner, one customer at a time. You will get more details about the migration before it starts. 

After migration, the following product behavior changes apply: