Creating knowledge sets and knowledge templates
The Knowledge Management shared application includes knowledge sets and knowledge templates that enable agents and administrators to create and work with knowledge articles. Knowledge sets are a logical group of articles. Knowledge templates provide a common structure for creating consistent knowledge articles.
The following table denotes the actions that can be performed by users that have the Knowledge Coach functional role and agents on knowledge sets and templates:
| Administrators | Agents |
|---|---|---|
Knowledge sets |
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Knowledge templates |
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As a Knowledge Coach, you must configure knowledge sets and knowledge article templates before the agent creates knowledge articles.
Knowledge sets
Knowledge sets enable users to create categories of knowledge articles and determine the groups of users who can read or write knowledge articles. BMC Helix Business Workflows can have multiple knowledge sets. The view, edit, and search permissions of knowledge article templates and knowledge articles are inherited from knowledge sets.
A Knowledge Coach can modify the permissions of the associated knowledge articles. When an agent creates an article, the agent must select the knowledge template and knowledge set for the article.
Knowledge article templates
Knowledge article templates provide structure and consistent formatting for knowledge articles.
In BMC Helix Business Workflows, the following knowledge article templates are provided out-of-the-box:
Template name | Description |
|---|---|
How to... | Use this template to create knowledge articles that provide step-by-step instructions to complete a task. |
Knowledge Centered Support | Use this template to create knowledge articles that provide information about the problem, environment information such as hardware, software and so on; resolution of the problem, and the underlying cause. This template is structured according to the Knowledge Centered Support (KCS) article definition. |
Reference | Use this template to create an information resource. |
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:
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. |