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	Create and modify knowledge sets	Cannot create or modify knowledge sets. Select appropriate knowledge set when creating a knowledge article.
Knowledge templates	Create and modify knowledge templates Associate templates with knowledge sets	Cannot create or modify knowledge templates. Select knowledge templates before creating knowledge articles.

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. You can use these templates to perform the following actions:

Template name	Description
How to	To create knowledge articles that provide step-by-step instructions to complete a task.
KCS	To create knowledge articles that provide information about the problem, environment information such as hardware, software, the resolution of the problem, and the underlying cause. This template is structured according to the Knowledge Centered Support (KCS) article definition.
Reference	To create an information resource.
Known Error	To create knowledge articles that provide root cause information and workarounds for a known issue.
Problem Solution	To document a resolution for a problem after identifying the root cause during a problem.

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.	Creating and editing knowledge sets
Create a knowledge template for your organization.	Creating and editing knowledge templates
Modify the knowledge article search according to your business requirements.	Modifying simple and advanced search for knowledge articles
Modify the knowledge article search tuning parameters according to your business requirements.	Modifying search tuning parameters
Define the duration in which the articles in your organization should be reviewed periodically.	Defining the periodic review duration for published knowledge articles