Knowledge Curator

Knowledge Curator simplifies article creation and ensures accuracy through structured validation. By adhering to the Knowledge-Centered Service (KCS) best practices, the Knowledge Curator ensures consistent article quality and helps maintain a healthy Knowledge Management system, saving time and effort.

Knowledge Curator automatically generates article drafts from incident or case details in BMC Helix ITSM or BMC Helix Business Workflows.

It helps service desk agents and case agents by suggesting content, identifying gaps, and improving language quality. Before publishing, the Knowledge Curator validates the article by checking accuracy, finding missing details, and recommending improvements. This ensures articles are reliable, aligned with standards, and optimized for search relevance.

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

  Overview of Knowledge Curator

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 this issue. After resolving the incident by updating the VPN client and adjusting power settings, Carl selects More > Create a new article and automatically creates a knowledge article from the incident.

A draft article is created using the incident’s summary, description, and resolution notes. 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.

Enhancing the accuracy of a knowledge article

Carl is reviewing the existing article to ensure its accuracy. He uses Knowledge Curator to validate the content. The Knowledge Curator analyzes the article content, identifies gaps, and suggests improvements. It also ensures that the content aligns with Apex Global’s KCS principles, maintaining consistency and reliability.

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

Process overview

The following diagram explains the tasks required to configure and use Knowledge Curator:

User roles and permissions

Make sure that you have the following roles and permissions to configure and use the Knowledge Curator:

Product	Role	Description	Reference
BMC HelixGPT	BMC HelixGPT administrator	This role is required to configure the Knowledge Curator agent in HelixGPT Agent Studio.	Roles and permissions - BMC Documentation Creating and assigning functional roles - BMC Documentation
BMC Helix ITSM	Administrator	This role is required to enable knowledge article creation from incidents.	Roles and permissions - BMC Documentation
	Service desk agent	This role is required to create a knowledge article from an incident
BMC Helix Business Workflows	Case business analyst	This role is required to enable knowledge article creation from case and the validation of knowledge articles	Roles in BMC Helix Business Workflows - BMC Documentation
	Case agent	This role is required to create a knowledge article from a case
BMC Helix ITSM and BMC Helix Business Workflows	Knowledge Publisher	This role is required to publish articles to external users.	Responsibilities and permissions for Knowledge Management - BMC Documentation
	Knowledge Coach or Manager	This role is required to monitor, maintain, and improve the knowledge health of an organization	Responsibilities and permissions for Knowledge Management - BMC Documentation Knowledge Management user roles and permissions - BMC Documentation

Agent type, skills, and prompts

• Agent type:
  • Helix Knowledge Curator Generate
  • Helix Knowledge Curator Validate
• Out-of-the-box skill: No
• Out-of-the-box prompts: No

Before you begin

• Make sure you have the necessary licenses to use the following products.
  • BMC Helix ITSM
  • BMC Helix Business Workflows
  • BMC Helix Knowledge Management by ComAround

For more information about licensing, see  BMC Helix Service Management service. 

• Make sure you have the necessary knowledge of using BMC Helix Knowledge Management by ComAround.

To set up Knowledge Curator

Perform the following tasks to set up the Knowledge Curator:

	Product	Task	Description	Reference
1	BMC Helix Knowledge Management by ComAround	Configure Knowledge Curator	Configure the Knowledge Curator agent to validate articles.	Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround - BMC Documentation
2	BMC HelixGPT	Use Out-of-the-box agents	Out-of-the-box agents are readily available to generate and validate knowledge articles in BMC Helix Business Workflows Knowledge Management or in ISKM.	Creating and managing agents by using the Agent Studio editor - BMC Documentation
3	BMC Helix ITSM	Enable Knowledge Curator	Enable Knowledge Curator to create knowledge articles from incidents in BMC Helix Knowledge Management by ComAround or in (Controlled availability customers only) ISKM.	Enabling the creation of knowledge articles from incidents by using Knowledge Curator - BMC Documentation
4	BMC Helix Business Workflows		Enable Knowledge Curator to create and validate knowledge articles from cases in BMC Helix Knowledge Management by ComAround or BMC Helix Business Workflows Knowledge Management.	Enabling automatic knowledge article generation and validation by using Knowledge Curator - BMC Documentation

Where to go from here

The following table describes the tasks that you can perform by using the Knowledge Curator:

Task	Description	Reference
Generate knowledge article	Automatically create a knowledge article from an incident or case.	Automatically generating knowledge articles - BMC Documentation Creating knowledge articles from incidents by using Knowledge Curator (this is a master space link. Added it temporatily)
Validate knowledge article	Automatically validate knowledge articles to enhance article quality.	Automatically generating and validating knowledge articles - BMC Documentation

Learn more

To learn more about Knowledge Curator, watch the following webinars:

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