Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Searching for knowledge articles

Case agents can search for knowledge articles from Quick Case, Create case, and the Knowledge Management console. Case agents search for knowledge articles while creating cases and add references to the searched knowledge articles. To search for knowledge articles, case agents can use the simple or advanced search. For more information, see Knowledge-article-search.

When a case agent searches for knowledge articles, only the latest published version of knowledge articles are displayed. The previous versions of the knowledge articles are not searched. Learn more about versioning in Knowledge-article-versioning.

To search for articles from Quick Case

  1. Log in to BMC Helix Business Workflows as a case agent.
  2. From the Line of Business list, select the line of business for which you want to search articles.
    If you have access to a single line of business, the line of business is selected by default.
  1. Open Quick Case and enter the description for the case.
  2. Select a knowledge article from the Recommended Knowledge pane.
  3. For an advanced search, click Advanced search options.
  4. Click the Filters 2008_FilterIcon.png icon.
  5. Select the filter options, and click Apply.

Case agents can use the search results to resolve cases by referring to the searched knowledge articles.

To search for articles from Create Case

  1. Log in to BMC Helix Business Workflows as a case agent.
  2. From the Line of Business list, select the line of business for which you want to search articles.
    If you have access to a single line of business, the line of business is selected by default.
  1. Open a case.
  2. In the Resources pane, select a knowledge article.
  3. For an advanced search, click Advanced search options.
  4. Click the Filters 2008_FilterIcon.pngicon.
  5. Select the filter options, and click Apply.

To search for knowledge articles from the Knowledge Management console

  1. Log in to BMC Helix Business Workflows as a case agent.
  2. To open the Knowledge Management console, click Workspace > Knowledge.
  3. From the Line of Business list, select the line of business for which you want to search articles.
    If you have access to a single line of business, the line of business is selected by default.
  1. To search for knowledge articles, use one of the following methods:
    • Enter search criteria in the Search field, and press Enter.
    • To narrow down your search, click icon_filter.PNG, and enter the search criteria for the fields that you want to search.
    • To use preset filters, click 2008_FilterIcon.png, and select the filter.

Important

If you cannot search or filter knowledge articles based on an article ID and article author, perform the following steps:

  1. Log in to BMC Helix Innovation Studio as an administrator.
  2. Navigate to the Administration tab.
  3. Select Configure My Server > Centralized Configuration Settings > Centralized Tenant Configuration.
  4. Select Full-Text-Ignore-Word-List and click Edit.
  5. Add the words ka and task to the list, and click Save.

Results

When you search for knowledge articles from Quick Case or Create Case, you can view the knowledge articles that are related to the description or summary of the case. When you search from the Knowledge Management console, you can view all the articles based on your search criteria.

The search results always show the latest published versions of knowledge articles.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*