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
supports the following knowledge search providers:
- : Knowledge Management
- BMC Helix ITSM
- Confluence
- Microsoft SharePoint Online
- BMC Helix Customer Service Management
- Web
- Salesforce Knowledge
- Xwiki
- Record Definitions
As an administrator, you can enable the search settings in 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 |
|---|---|
By default, only external and published articles are considered when generating answers for the end users. | |
By default, only external and published articles are considered when generating answers for the end users. | |
By default, only external and published articles are considered when generating answers for the end users. Tags added to knowledge articles for categorization based on line of business, user role, topic, and so on. | |
Confluence | Not supported |
Microsoft SharePoint Online | Not supported |
BMC Helix Customer Management | Not supported |
Web | Not supported |
Salesforce knowledge | Not supported |
Before you begin
Product | Task | Reference |
|---|---|---|
Created and published knowledge articles | Creating and publishing knowledge articles in the documentation. | |
| Created search filters | <Insert link> in the ISKM documentation. Important: When you create search filters for BMC HelixGPT, do not include the Company field in the ISKM search filter. Use the separate Company filter provided by BMC HelixGPT instead. | |
Created and published knowledge articles | Creating and publishing knowledge articles BMC Helix ITSM: Knowledge Management in the documentation. | |
Created search filters (tags) | Creating search filters for BMC applications in the BMC Helix Innovation Suite documentation. | |
| Microsoft SharePoint | Add MicroSharePoint as a data source. | Adding data sources in BMC HelixGPT |
Task 1: To specify search settings for an application
- Log in to HelixGPT Agent Studio and 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 and managing skills. - On the Search settings tab, from the list of knowledge providers, select the relevant knowledge provider that you want to add.
- Click Apply.
(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 Agent Studio.
- 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
Example
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.
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.
Fields from ISKM knowledge articles Select a predefined ISKM search filter to control which ISKM knowledge articles are included when BMC HelixGPT generates answers. ISKM search filters use fields from knowledge articles, such as line of business, region, status, or categorization, to restrict the set of articles considered.
For example, a filter such as Region name = User.region AND Line of business = "HR" ensures that BMC HelixGPT considers only ISKM knowledge articles that match the user’s region and belong to the HR line of business when generating answers.
Important: Do not include Company conditions in the ISKM search filter. Use the Company filter provided by BMC HelixGPT instead. If Company conditions are included in the ISKM search filter, no results are returned.
<Insert screenshot> 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.
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.
- Tags
- Include internal use articles
By default, only external (published) articles are considered when generating answers.
Turn on this toggle key to include approved, internal articles in addition to the published articles 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.
- Click Save.
You have defined the search filters for one or more knowledge providers.
Related topic