Product overview

BMC Helix Knowledge Management by ComAround is an Artificial Intelligence (AI)-powered, cloud-based knowledge management software that can be used for a centralized way of work with knowledge. You can create, search, and access valuable knowledge across multiple cloud data sources to ensure delivery of the right information for the best resolution.

BMC Helix Knowledge Management by ComAround can used as a knowledge provider for BMC applications or it can be integrated with third-party applications by using REST APIs.

BMC Helix Knowledge Management by ComAround provides ComAround Knowledge, ComAround Self Service, and Knowledge vNext interfaces that you can use to administer the configurations, and create and search for knowledge articles. To learn more about the interfaces and typical use cases associated with them, see User-interface-overview.

The following image illustrates the ComAround Knowledge interface:

Screenshot_ComAround Knowledge interface.JPG

Success stories

	The story	References
Electrolux - Higher self-service usage and reduced service call rates	To overcome their challenge of spending time and money on translating knowledge articles into several languages for their Global market, Electrolux chose BMC Helix Knowledge Management by ComAround and in just two months, managed to implement one customized, self-service knowledge base with content in 34 languages. The solution is fully integrated into more than 80 Electrolux websites, and the company now has one knowledge base for all 30 worldwide locations.	For more information, see Electrolux customer story.
Volvo - Higher resolution rate and increased customer satisfaction	The Volvo Customer Care Center's biggest challenge was the wide variety of questions they received about their products. Implementing BMC Helix Knowledge Management by ComAround helped Volvo create structured, easy-to-use, and intuitive knowledge that did not require any training before using it. With the use of BMC Helix Knowledge Management by ComAround, the Customer Care Center has seen an increased customer satisfaction through their Net Promoter Score (NPS) and Customer Satisfaction Index (CSI), increased resolution rate, and increased competence of the customer care agents across all channels - phone, emails, chat, and social media. Watch the following video (1:44) to learn about a success story of Volvo Cars Sweden from a first-hand account. https://youtu.be/vEjXQ8xPdSI	You can also read more at Volvo customer success case study.

User roles

BMC Helix Knowledge Management by ComAroundprimarily includes the following roles and their regular activities:

User	Role	Access to UI modules in BMC Helix Knowledge Management by ComAround	Reference
Knowledge Reader (end user)	Access published knowledge articles for self-service.	Self service platform	NA
Knowledge candidate	Edit knowledge articles that are in-progress or in draft. Find approved and published knowledge articles when resolving support tickets. Flag articles that need improvement.	Business Intelligence	Business Intelligence
Knowledge contributor	Edit knowledge articles that are in-progress, draft, or approved. Review, enhance, and complete articles created by other users. Flag articles that need improvement. Create and validate articles. Reorganize content structure and hierarchy by changing the order of articles and links.	Content editor - Content section Business Intelligence	The content editor
Knowledge publisher	Edit knowledge articles that are in-progress, draft, approved, published, or archived. Publish articles to an external audience. Modify published articles. Reorganize content structure and hierarchy by changing the order of articles and links. Flag published articles for improvements.	Content editor - Content section Business Intelligence	The content editor Flag an article
Knowledge coach	Edit knowledge articles that are in-progress, draft, approved, published, or archived. Delete knowledge articles. Monitor, maintain, and improve the knowledge health of an organization. Generate reports and guides users to adopt good knowledge management processes. Reorganize content structure and hierarchy by changing the order of articles and links. Change content structure by moving the folders. Subscribe to the prepopulated knowledge articles. Modify the navigation bar and restructure the folders.	Content editor - Content section Content editor - Menu settings Knowledge library	Edit the navigation bar Import content from the Knowledge Library (ComAround)
Knowledge coach	Assess article quality and adherence to the process.	Business Intelligence Article Quality Index	Business Intelligence AQI - Article Quality Index
Knowledge manager	Edit knowledge articles that are in-progress, draft, approved, published, or archived. Retire and delete knowledge articles. Oversee the overall Knowledge Management database content and lifecycle of the articles in the database. Access to system settings and user administration. Reorganize content structure and hierarchy by changing the order of articles and links. Change content structure by moving the folders. Register and maintain various knowledge resources. Create internal users.	Content editor - Content section Content editor - Menu settings Knowledge library Business Intelligence Administration module Article Quality Index	Administration Business Intelligence AQI - Article Quality Index

Important

To access these help articles, you must first subscribe, and then log in to BMC Helix Knowledge Management by ComAround. You subscribe to BMC Helix Knowledge Management by ComAround by purchasing the BMC Helix Service Management Advanced license or the standalone license. BMC Helix Knowledge Management by ComAround is also available to customers with entitlements in BMC Helix Virtual Agent Basic and BMC Helix Virtual Agent Advanced subscriptions.

Permissions to read and edit content in BMC Helix Knowledge Management by ComAround

The following table describes the read and edit access to knowledge articles for each knowledge worker role:

Knowledge worker role	Knowledge article state in BMC Helix Knowledge Management by ComAround
Knowledge worker role	Work in progress	Draft	Approved	Published	Archived	Delete
Reader (end user)	read ❌️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Candidate	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ❌️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Contributor	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ❌️	read ❌️ edit ❌️	read ❌️ edit ❌️ delete ❌️
Publisher	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ❌️
Coach	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ✅️
Manager (administrator)	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ✅️ edit ✅️	read ❌️ edit ❌️ delete ✅️

Product features

As a centralized, AI-powered knowledge solution, BMC Helix Knowledge Management by ComAround offers the following advantages to its users:

Want to learn more?

The BMC Helix Knowledge Management by ComAround documentation helps administrators implement this product.

Action	Reference
Where do I begin?	Getting-started
How do I achieve value with BMC Helix Knowledge Management by ComAround?	Leveraging-knowledge-articles-from-BMC-Helix-Knowledge-Management-by-ComAround-in-other-BMC-applications
Where do I find information about resolving errors related to BMC Helix Knowledge Management by ComAround?	Troubleshooting-product-issues