Automatically generating knowledge articles

A case agent can automatically create knowledge articles from the case details by using Knowledge Curator agent. Based on the knowledge source, these articles are created in either BMC Helix Business Workflows Knowledge Management or BMC Helix Knowledge Management by ComAround.

Case agents can view the knowledge article created from the case in the case activity with the knowledge article link.

Before you begin

• Ensure that the case business analyst has enabled the Knowledge Curator agent for your line of business.
  For more information, see Enabling automatic knowledge article generation. 
• Case agent must have write access to knowledge articles. For more information, see Responsibilities and permissions for knowledge management.

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 the Create knowledge tab. 
   The following image shows the Create knowledge tab on the case details:
   
4. (For BMC Helix Business Workflows Knowledge Management only) Select a template that is available out-of-the-box. For more information about knowledge article templates, see Knowledge templates.
   The following image shows the available knowledge templates:
   
5. Review the information populated by BMC HelixGPT in the knowledge article fields and click Accept or make the required changes in the fields. 
6. Click Save. 
7. (For BMC Helix Knowledge Management by ComAround only) Select the appropriate folder to save the knowledge article.

Results

The following image shows how a case agent can automatically create a knowledge article from a case and the result of that in BMC Helix Business Workflows Knowledge Management:

The following image shows how a case agent can automatically create a knowledge article from a case and the result of that in BMC Helix Knowledge Management by ComAround:

The following image shows the created knowledge article in the case activity:

Related topics

Enabling automatic knowledge article generation