Knowledge Curator

The Knowledge Curator agent streamlines the creation and maintenance of knowledge articles by using generative AI. It assists authors by suggesting content, identifying gaps, improving language quality, and ensuring consistency with organizational standards. The agent leverages inputs from incident data, existing articles, user feedback, and enterprise taxonomies to curate high-quality, AI-ready knowledge that enhances self-service effectiveness and search relevance.

A Knowledge Curator is an AI-powered tool that helps create and improve knowledge articles by identifying outdated content, suggesting updates, and ensuring accurate and relevant information. It helps organizations maintain a high-quality knowledge base, making information retrieval faster and more reliable.

You must have the BMC Helix Service Management service to use the Knowledge Curator agent.

Watch the following video (2:09) showing an overview of Knowledge Curator:

YT logo.png Overview of Knowledge Curator

Requirements for using the Knowledge Curator agent

You must have appropriate licenses to use the following products. For more information about licensing, see BMC Helix Service Management service.
You must have appropriate knowledge of using BMC Helix Knowledge Management by ComAround.

User roles

Service desk or case agents
Publishers responsible for publishing knowledge to self-service channels and BMC HelixGPT
Knowledge Coach/Managers

Capabilities

The following table describes the capabilities Knowledge Curator offers:

Capability	Benefits	Configuration details
Generate knowledge article	Reduces time and effort required to capture knowledge. Create articles in a consistent style. Generate knowledge as a by-product of solving tickets and incidents.	Enabling automatic knowledge article generation by using Knowledge Curator Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround
Validate knowledge article	Ensure consistent article quality, promoting high writing standards. Save time and effort when updating articles. Consistent content standard based on KCS.

Configuring the Knowledge Curator

Configure the Knowledge Curator agent for the different BMC products listed in the following table:

Product	Reference
BMC Helix Business Workflows	Enabling automatic knowledge article generation by using Knowledge Curator
BMC Helix Knowledge Management	Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround
BMC Helix ITSM	Enabling the creation of knowledge articles from incidents by using Knowledge Curator

Scenario: Enhancing the accuracy of a knowledge article

Allen, a knowledge worker at Apex Global, drafts a new knowledge article to help employees troubleshoot VPN connection issues.

Before publishing, he uses Knowledge Curator to validate the content. The AI-powered tool analyzes the article for accuracy, identifies outdated information, and suggests improvements by comparing it with similar existing articles. It also ensures that the content aligns with Apex Global’s KCS principles, maintaining consistency and reliability.

Allen uses these insights to refine the article, making it clear, relevant, and valuable for employees seeking solutions.

Scenario: Creating a knowledge article from an incident

Carl, a service desk agent at Apex Global, handles an incident where a user reports frequent VPN disconnections. No existing knowledge articles are found to help with the issue. After resolving the incident by updating the VPN client and adjusting power settings, Carl selects More > Create a new article.

A draft article using the incident’s summary, description, and resolution notes is created in the BMC Helix Knowledge Management by ComAround Knowledge Curator. Carl reviews and edits the article, and then saves it.

The article is automatically linked to the incident and pinned for future reference, helping other agents resolve similar issues more efficiently.