Leveraging knowledge from BMC Helix Knowledge Management by ComAround
Benefits of BMC Helix Knowledge Management by ComAround
The following image shows the benefits of using BMC Helix Knowledge Management by ComAround:
Process to enable BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows
To start using BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows, complete the configuration tasks in BMC Helix Innovation Studio and BMC Helix Business Workflows:
The following table describes the tasks to enable BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows:
Task | Product | Role | Action | Reference |
|---|---|---|---|---|
1 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | (Optional) If you use custom knowledge templates in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management, and you want to migrate knowledge articles that use these custom templates, map custom templates and fields in BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround. The out-of-the-box knowledge templates and fields are fully mapped from BMC Helix Business Workflows and BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround. | |
2 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | (Optional) To include your knowledge articles from BMC Helix Business Workflows or BMC Helix ITSM: Knowledge Management in BMC Helix Knowledge Management by ComAround, synchronize the existing knowledge articles. Important: To run a synchronization job for synchronizing BMC Helix Business Workflows articles, the administrator must have a case business analyst role. | |
3 | BMC Helix Innovation Studio | BMC Helix Innovation Studio administrator | To manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround, map the knowledge article visibility from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround. | |
4 | BMC Helix Business Workflows | BMC Helix Business Workflows administrator | Set BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows. Warning: If you set BMC Helix Knowledge Management by ComAround as the knowledge base, you cannot switch back to BMC Helix Business Workflows Knowledge Management. |
Changes in knowledge management after enabling BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows
After enabling BMC Helix Knowledge Management by ComAround for BMC Helix Business Workflows, existing customers can see changes in their knowledge management, as shown in the following short video (1:28):
Changes expected after migration of knowledge articles
The existing customers can notice the following changes after migrating the articles from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround:
The following table shows the status and visibility of knowledge articles after migration from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround:
Knowledge article status in BMC Helix Business Workflows | Knowledge article status in BMC Helix Knowledge Management by ComAroundafter migration | Available for case agents in BMC Helix Business Workflows after migration | Available in BMC Helix Digital Workplace Advanced/BMC Helix Virtual Agent (Read only) |
|---|---|---|---|
| Work in progress | ❌️ | ❌️ |
| Published | ✅️ | ✅️ |
| Approved | ✅️ | ❌️ |
| Not synchronized by default | ❌️ | ❌️ |
| Archived | ❌️ | ❌️ |
Business Intelligence reports in BMC Helix Knowledge Management by ComAround
In BMC Helix Knowledge Management by ComAround, users with the knowledge worker role can access Business Intelligence reports to get insights about knowledge use, user preferences, and engagement. For example, knowledge workers can use the Views report to get information about the views generated by BMC Helix Business Workflows. Learn about this report in the Views report (ComAround) help article. For more information about the existing reports, see the Accessing and navigating Business Intelligence reports (ComAround) help article.
To learn how to access help articles for BMC Helix Knowledge Management by ComAround, see Accessing product documentation provided by help articles in the BMC Helix Knowledge Management by ComAround documentation.
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