Defining knowledge search settings

As an administrator, define the search settings for your application to provide relevant knowledge articles to end users. You can select the applications that should be searched to find the answers to the user queries.

Supported knowledge search providers

BMC HelixGPTsupports the following knowledge search providers:

BMC Helix Business Workflows: Knowledge Management
BMC Helix ITSM: Knowledge Management
BMC Helix Knowledge Management by ComAround
BMC Helix ITSM
Confluence
Microsoft SharePoint Online
BMC Helix Customer Service Management
Web crawler
Salesforce Knowledge

As an administrator, you can enable the search settings in BMC HelixGPT to search and filter across multiple knowledge search providers.

Supported filters for knowledge providers

The following table lists the knowledge filters supported for the knowledge search providers:

Knowledge search provider	Knowledge filter
BMC Helix Business Workflows	Company Include internal use articles By default, only external and published articles are considered when generating answers for the end users.
BMC Helix ITSM: Knowledge Management	Company Include internal use articles By default, only external and published articles are considered when generating answers for the end users.
BMC Helix Knowledge Management by ComAround	Tags added to knowledge articles for categorization based on line of business, user role, topic, and so on.
Confluence	Not applicable
Microsoft SharePoint Online	Not applicable
BMC Helix Customer Management	Not applicable
Web crawler	Not applicable
Salesforce knowledge	Not applicable

Scenario: Configuring the knowledge provider and search filters for BMC HelixGPT

Apex Global has its line of business-specific knowledge base in BMC Helix Knowledge Management by ComAround. Allen wants to make sure that knowledge articles from a specific line of business are considered when generating AI-retrieved answers from BMC Helix Knowledge Management by ComAround. He also wants to make sure that the articles are filtered based on the logged-in user's geographical region.

Allen selects the BMC Helix Knowledge Management by ComAround knowledge provider. He specifies the search filters by selecting a static tag for the line of business, for example, HR line of business, and a dynamic tag for the logged-in user's region. BMC HelixGPT filters the articles when generating answers for the end users.

Britney is an end user from Sweden who wants to look for the maternity leave policy. When Britney types her query in BMC Helix Digital Workplace, she receives an answer specific to Sweden's policy based on the configurations completed by Allen.

Before you begin

Product	Task	Reference
BMC Helix Business Workflows	Created and published knowledge articles	Creating and publishing knowledge articles in the BMC Helix Business Workflows documentation.
BMC Helix ITSM: Knowledge Management	Created and published knowledge articles	Creating and publishing knowledge articles in the BMC Helix ITSM: Knowledge Management documentation.
BMC Helix Knowledge Management by ComAround	Created search filters (tags)	Creating search filters for BMC applications in the BMC Helix Innovation Studio documentation.

Task 1: To specify search settings for an application

Log in to BMC HelixGPT Manager.
In BMC HelixGPT Manager, select the application for which you want to define the search settings.
Select the skill for which you want to configure the search setting.
For more information, see Creating-prompts-and-skills-for-consistent-and-efficient-responses-from-BMC-HelixGPT.
On the Search settings tab, from the list of knowledge providers, select the relevant knowledge provider that you want to add.
Click Apply.

Important

If you do not specify any search settings, BMC HelixGPT searches across all the data sources before providing an answer to the user's questions.

(Optional) Task 2: To define filters for knowledge providers

For the supported knowledge providers, you can define filters to be used to generate answers. By default, all knowledge articles are considered for generating answers.

Log in to HelixGPT Manager.
In BMC HelixGPT Manager, from the Application list, select one of the supported applications for which you want to define the search filters.
For example, BMC Digital Workplace.
Click the Search settings tab.
Click Edit filters next to the knowledge provider.

In the Edit filters pane, in the Filters section, specify the following fields depending on the knowledge provider you selected:

Selected knowledge provider	Filter field	Description
BMC Helix Business Workflows	Company	By default, articles from all companies are considered when generating answers. Select one or more companies whose knowledge articles should be considered when generating answers. For example, Apex Global.
BMC Helix Business Workflows	Include internal use articles	By default, only external articles are considered when generating answers. Turn on this toggle to include internal articles when generating answers.
BMC Helix ITSM: Knowledge Management	Company	By default, articles from all companies are considered when generating answers. Select one or more companies whose knowledge articles should be considered when generating answers. For example, Calbro Services.
BMC Helix ITSM: Knowledge Management	Include internal use articles	By default, only external articles are considered when generating answers. Turn on this toggle to include internal and external articles when generating answers.
BMC Helix Knowledge Management by ComAround	Tags	By default, all articles are considered when generating answers. Specify the search filter to determine which knowledge articles should be included when generating answers. For example, when you specify HR cases from region, the search filter will display the articles based on the logged-in user's region.