Automating knowledge article generation through the Knowledge Curator agent

Knowledge Curator is a HelixGPT-powered agent that uses generative AI capabilities to generate and validate knowledge articles. When the knowledge source is BMC Helix Knowledge Management by ComAround, a case business analyst can enable the Knowledge Curator agent to automatically create knowledge articles from case details.

Knowledge Curator reviews the case details and generates the different fields of knowledge article based on the Knowledge-Centered Support (KCS) principles, ensuring that the content is structured, relevant, and actionable.

With this capability, case agents can seamlessly create knowledge articles from cases by using BMC HelixGPT. These articles are created in BMC Helix Knowledge Management by ComAround. You can create knowledge article at any stage of the case except when the case is canceled or closed.

The following image shows a high-level process overview to configure the Knowledge Curator agent to automatically generate knowledge articles from cases:

Before you begin

• Make sure to select BMC Helix Knowledge Management by ComAround as the knowledge base for BMC Helix Business Workflows. To know more about selecting the knowledge base, refer to Selecting a knowledge base for BMC Helix Business Workflows.
• Make sure to configure the Knowledge Curator agent to validate articles in BMC Helix Knowledge Management by ComAround. To configure the capability to generate articles from cases, you must first set up the capability to validate articles. For more information, see Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround. 

To enable automatic knowledge article generation from cases, complete the following setup procedure:

Task 1: To add the Knowledge Curator-Generate agent in HelixGPT manager

1. Log in to BMC HelixGPT Manager.
2. Navigate to Agents.
3. Click Add agent. 
   The Add agent dialog box is displayed.
4. Add agent properties as shown in the following table:

   Property Name	Description	Example
   Name	Enter the name of the agent.
   Type	Select agent type as Helix Knowledge Curator Generate.
   Provider	Select the appropriate provider.
   Model	Based on the provider, select the appropriate model.

5. Copy and paste the sample prompt in the Instructions text based on the model to create the agent.
   • Sample prompt for Llama 3.1 model
   • Sample prompt for Azure and Gemini models
6. Click Save.

To know more about creating an agent in BMC HelixGPT, see Adding agents for BMC HelixGPT. After you create an agent, agent ID is generated. 

 The following image shows the agent ID displayed in the BMC HelixGPT Manager after creating the agent:

Task 2: To enable the Knowledge Curator agent for a line of business

1. Log in to BMC Helix Business Workflows and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Knowledge curator.
4. Select the Configuration value toggle button as .
5. Click Save.

The following image shows the Knowledge curator agent enabled for a line of business: 

Task 3: To add the Helix Knowledge Curator-Generate agent ID

1. Log in to BMC Helix Business Workflows and click Settings  .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Skills.
4. On the Skills tab, select Knowledge curator skill for the case details.
5. On the Edit skill configuration screen, add the agent ID generated in HelixGPT Manager in the Agent field.
6. Repeat the steps to add the agent ID in the Knowledge curator skill for the case activities.

The following image shows the agent ID added in the Knowledge curator skill:

After you update the agent ID, this agent ID is used to create a knowledge article in BMC Helix Knowledge Management by ComAround.

Task 4: To automatically create a knowledge article from a case

1. Log in to BMC Helix Business Workflows.
2. Select the case from which you want to create a knowledge article.
3. On the Case details page, Click Create knowledge tab.
   You are redirected to the BMC Helix Knowledge Management by ComAround portal.
4. Review the information populated by BMC HelixGPT in the knowledge article fields and click Accept or make the required changes in the fields.
5. Click Save.
6. Select the appropriate folder to save the knowledge article.

The following image shows how a case agent can automatically create a knowledge article from case and a result of that:

Related topics

Defining configurations for BMC HelixGPT