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 provider for BMC Helix Virtual Agent to boost your knowledge base.
You subscribe to BMC Helix Knowledge Management by ComAround by purchasing BMC Helix Virtual Agent Basic or BMC Helix Virtual Agent Advanced licenses.
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 provider for BMC Helix Virtual Agent. BMC Helix Innovation Studio is the interface between BMC Helix Knowledge Management by ComAround and BMC Helix Virtual Agent.
Benefits of BMC Helix Knowledge Management by ComAround
BMC Helix Knowledge Management by ComAround provides the following benefits for your end users in BMC Helix Virtual Agent:
Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent
To start using BMC Helix Knowledge Management by ComAround as the knowledge provider for BMC Helix Virtual Agent, complete the following configuration tasks in BMC Helix Innovation Studio and BMC Helix Virtual Agent:
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) 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 | 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 Virtual Agent to BMC Helix Knowledge Management by ComAround. | |
4 | BMC Helix Virtual Agent | BMC Helix Virtual Agent administrator | Add BMC Helix Digital Workplace Advanced credentials in BMC Helix Virtual Agent. | |
5 | BMC Helix Virtual Agent | BMC Helix Virtual Agent administrator | Define BMC Helix Knowledge Management by ComAround as a knowledge provider for a chatbot. |
Result
After you configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent, end users can search for and view knowledge articles in the chatbot. End users can view the complete article in the chatbot web UI. The articles cannot be launched from the chatbot. Also, they can view only those articles for which they have viewing permissions.
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 Virtual Agent. 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.