Developing knowledge articles
Knowledge articles contain reference information that agents can use to work on their cases. In BMC Helix Business Workflows, you can use knowledge articles to resolve an existing issue, maintain the information about different policies of your organization, and so on.
By developing knowledge articles, you are able to do the following tasks:
- Help to transfer knowledge to different individuals in the organization.
- Enable self-service users to resolve issues on their own. This reduces the number of issues that users raise.
- Reduce the time you invest to resolve issues and ensure that you work on each issue only once.
- Translate the parent knowledge article to various supported locales in one click.
The process of developing a knowledge article consists of different actions that vary from creating the article to monitoring it. These actions help you develop a valid and useful knowledge article.
The following figure illustrates the process of developing a knowledge article:
- An agent creates a knowledge article.
- The assignee moves the article from one status to another.
- The article assignee can optionally get the article reviewed.
- The assignee incorporates the different feedback in the article.
- An agent can optionally translate a knowledge article into various configured locales.
- The Knowledge Manager monitors the response time to flagged article.
The following video (2:14) gives a brief introduction of knowledge articles:
The following topics in this section provide more details about developing knowledge articles:
Action | Reference |
|---|---|
Create knowledge articles for your organization. | |
Change the status of a knowledge article to proceed with it. | |
Review published and unpublished knowledge articles. | |
Work on improving the quality of knowledge articles. | |
Know how full-text search works while searching for knowledge articles. | |
Search for knowledge articles from the knowledge console and cases. | |
Approve or reject knowledge articles for your organization. | |
Automatically translate knowledge articles to various locales |