Validating articles by using the Knowledge Curator agent

After the administrator has configured the Knowledge Curator agent, knowledge workers can start using it to validate knowledge articles in BMC Helix Knowledge Management by ComAround.

Knowledge workers can benefit from the validation capabilities of the Knowledge Curator agent in several ways:

  • Ensure consistent article quality across the entire knowledge base. 
  • More readily adopt and implement KCS methodologies because suggestions from the Knowledge Curator agent are rooted in KCS principles. 
  • Save time and effort when updating the articles as the Knowledge Curator agent simplifies the review process and reduces manual tasks.

Important

The validate capability is available for BMC Helix, Inc. customers that use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM and BMC Helix Business Workflows. 

Related topics

KCS v6 Practices Guide

AI agents in BMC HelixGPT

 

Validation capabilities of the Knowledge Curator agent

Knowledge Curator is a HelixGPT-powered agent that uses generative AI capabilities to validate knowledge articles. It utilizes prompt instructions to review articles for quality and recommend improvements. The default prompt instructs the Knowledge Curator agent to use the Knowledge-Centered Service (KCS) principles for validating the articles and suggesting the rewrites. For more information about the KCS principles, see Learning-about-KCS-v6-verified-BMC-Helix-Knowledge-Management-by-ComAround.

Best practice
Your organization might decide to use custom prompt instructions for the Knowledge Curator agent. However, BMC recommends adhering to the default prompt text to ensure consistent and reliable generative AI performance. These default instructions have undergone thorough pre-testing within BMC Helix Knowledge Management by ComAround. 

Scenario

Apex Global uses BMC Helix ITSM for handling user requests, incidents, and infrastructure-generated issues and has its knowledge articles in BMC Helix Knowledge Management by ComAround. 

Service desk agents use knowledge articles to resolve incidents quickly and accurately. Sometimes, while resolving incidents, service desk agents notice that certain articles are not clear or don't adhere to the KCS principles followed by Apex Global. As knowledge workers, these service desk agents navigate to BMC Helix Knowledge Management by ComAround. They then use the Knowledge Curator
capabilities to review and enhance knowledge articles by accepting suggestions from the agent.

In addition to validating articles, Knowledge Curator can be used to generate knowledge articles from BMC Helix Business Workflows cases. Learn how to configure this capability in Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround. For information about how to generate articles from cases, see the Task 4: To automatically create a knowledge article from a case procedure in Automating knowledge article generation through the Knowledge Curator agent.

Before you begin

Make sure that you have the following licenses and permissions:

  • Knowledge worker roles in BMC Helix Knowledge Management by ComAround that enable you to create and edit articles.
    For example, Knowledge candidate is the basic knowledge worker role that has editing access to knowledge articles, specifically those that are in progress or in draft. Higher-level roles have access to articles in additional states. For more information about different user roles, see User roles.

To validate articles

  1. As a knowledge worker, open BMC Helix Knowledge Management by ComAround from a knowledge article in BMC Helix ITSM or BMC Helix Business Workflows.
    1. To open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM, search for an article that you want to validate in BMC Helix ITSM, and click the article link from the search results. 
      BMC Helix ITSM opens the article in the BMC Helix Knowledge Management by ComAround on a new browser tab. 
    2. To open BMC Helix Knowledge Management by ComAround from BMC Helix Business Workflows, search for an article that you want to validate in BMC Helix Business Workflows, and click the Go to Article button from the article preview. 
      BMC Helix Business Workflows opens the article in the BMC Helix Knowledge Management by ComAround on a new browser tab. 

  2. Open this article in the Edit mode. 
    After you open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM or BMC Helix Business Workflows, you can also search for knowledge articles that you want to validate directly from BMC Helix Knowledge Management by ComAround.

    Important

    Important: If you create a new article, you must first save it. The Knowledge Curator agent cannot be launched in an unsaved article. Also, the Knowledge Curator can't be launched in the View mode. 

  3. In the article edit mode, click the Ask Helix GPT button. 
    The HelixGPT pane opens and displays insights on whether this article has been validated. 

     

     

  4. To start the validation process, click Yes, please validate.
    The Knowledge Curator agent returns the improvement suggestions for individual topic sections as well as suggests additional tags for the article. These suggestions are displayed as tiles. 

     

     

  5. Click a specific suggestion tile to view the changes in the corresponding topic section. 
    You can now review the rewrites in the actual article section.

    Important

    If you move to another suggestion tile without accepting the rewrites, the suggested changes are deleted from the corresponding topic section. 

     

     

  6. Accept or dismiss the improvement suggestions.

    Best practice
    The Knowledge Curator agent reviews the articles to ensure they meet high-quality standards; however, it cannot verify the accuracy or relevance of the validated content from a technical perspective. Therefore, we recommend thoroughly reviewing the suggested improvements before accepting them.

    1. If you're satisfied with the rewrites, click Accept. 
    2. If you don't want to implement the changes, click Dismiss. 
    3. After you click Dismiss, suggested rewrites are deleted from the corresponding topic section. 
    4. If you want to revert the change after accepting it, click Undo.
      Accept_dismiss.png
  7. Repeat steps 5 and 6 for each improvement suggestion that you want to implement. 
    You can't accept all or multiple changes at once. 
  8. If you want additional changes to be made to the article, you can use natural language to instruct the Knowledge Curator agent to add them. 
    For example, you can instruct the Knowledge Curator agent to Add Windows to the title.
    Windows.png
  9. Save the article.  
Warning

The Knowledge Curator agent doesn't automatically save the changes made to the article. If you exit the Edit mode without saving the article first, all the changes will be lost.

The Knowledge Curator agent can validate only one language at a time. If the article is available in multiple languages and you want to validate different translations, you must switch to the tab for each language and repeat the validation process separately for each translation. However, to apply the same changes to a title across multiple languages, you can instruct the Knowledge Curator agent to update the title in all languages. For example, the product name needs to be updated in the title in multiple languages.

Results

After you accept the improvement suggestions and save the article, the updates will be added to it.

Result_highlighted.png

FAQ

The Knowledge Curator agent replies as text without any actionable suggestions. What should I do?

Click the Start over button to clear your conversation with the Knowledge Curator agent. You can restart the validation process or repeat your instructions.

Important:

  • After you click the Start over button, the accepted suggestions will still apply.
  • You might get different improvement suggestions when you rerun the validation. 
The Knowledge Curator agent doesn't provide suggestions for specific template sections. What should I do?

Click the Start over button to clear your conversation with the Knowledge Curator agent and restart the validation process.

Alternatively, you can explicitly instruct the Knowledge Curator agent to validate information in a specific template section. 

Important:

  • After you click the Start over button, the accepted suggestions will still apply.
  • You might get different improvement suggestions when you rerun the validation. 
Can I use Knowledge Curator to find answers or guidance from knowledge articles in external data sources?

Knowledge Curator doesn’t support finding answers or guidance based on knowledge articles from external sources, such as Confluence.

 

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