Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent
Use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent to enhance your knowledge base with multiple capabilities of BMC Helix Knowledge Management by ComAround. For more information about BMC Helix Knowledge Management by ComAround and its benefits, see Leveraging-knowledge-from-BMC-Helix-Knowledge-Management-by-ComAround.
As an administrator, you 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.
You must complete the common configuration tasks in BMC Helix Innovation Studio, and then enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Virtual Agent.
Before you begin
After you subscribe to BMC Helix Knowledge Management by ComAround, BMC Software sets up the credentials of a BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio. When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For more information, see Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider.
Before you enable BMC Helix Knowledge Management by ComAround as the knowledge provider, complete the following steps in BMC Helix Innovation Studio:
Task | Action | Reference |
|---|---|---|
1 | (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 | (Optional) If you want 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 | 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. |
Workflow for enabling BMC Helix Knowledge Management by ComAround search in BMC Helix Virtual Agent
After you complete the common configuration tasks in BMC Helix Innovation Studio, you enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix Virtual Agent.
Task | Action | Reference |
|---|---|---|
1 | Add BMC Helix Digital Workplace Advanced credentials in BMC Helix Virtual Agent. | |
2 | Define BMC Helix Knowledge Management by ComAround knowledge as a search provider for chatbot. |
Where to go from here
To create search filters for BMC Helix Knowledge Management by ComAround articles, see Creating search filters for BMC applications.