Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Creating knowledge sets and knowledge templates

Knowledge sets are logical groups of knowledge article templates that enable users to create categories of templates, create articles under different categories, and determine user access to articles.

Knowledge templates provide consistent structure and formatting for knowledge articles. A template must be associated to a knowledge set because it inherits permissions from the knowledge set.

For more information about knowledge sets and templates, see Knowledge-sets-and-knowledge-templates.

Process to create knowledge sets and knowledge templates

The following figure illustrates the tasks that you perform as an administrator or a case business analyst with Knowledge Coach IS persona, the associated results, and how the details specified in knowledge sets drill down and enable case agents to create knowledge articles for their organization:

21_3_CreateKnowledgeSetsProcess.jpg

Important

Configuring knowledge sets and knowledge article templates is mandatory before creating knowledge articles.

BMC Helix Business Workflows also enables you to modify the knowledge article search and search parameters according to your business requirements. For more information, see Knowledge-article-search.

The following tables lists the topics that describe the procedures to configure a knowledge base and modify its different settings:

Action

Reference

Create a knowledge set for your organization.

Create a knowledge template for your organization.

Modify the knowledge article search according to your business requirements.

Modify the knowledge article search tuning parameters according to your business requirements.

Define the duration in which the articles in your organization should be reviewed periodically.