Automatically generating and validating knowledge articles

As a case agent, you can use the Knowledge Curator agent to automatically create knowledge articles from the case details present in the case summary, description, and resolution, and validate them. Based on the knowledge source, these articles are created in either BMC Helix Business Workflows Knowledge Management or BMC Helix Knowledge Management by ComAround. You can also find similar articles related to the case before generating a new one to minimize redundancy. 

Using the Knowledge Curator agent, you can perform the following actions:

• Validate both existing knowledge articles and those that are being created. 
  This capability helps ensure that articles are grammatically correct, adhere to templates, and do not contain personally identifiable information (PII).
• Modify the article content by entering simple, natural language instructions on the Ask HelixGPT tab during knowledge article creation and validation.
• Generate and validate knowledge articles for customized knowledge templates.
• View the knowledge article created from the case in the case activity with the knowledge article link.
   

Before you begin

• Make sure that the case business analyst has enabled the Knowledge Curator agent for your line of business, along with a sub-configuration to enable Knowledge Curator for custom knowledge templates.
  For more information, see Enabling automatic knowledge article generation and validation by using Knowledge Curator. 
• 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. 
   Similar articles are displayed on the Create Knowledge page. You can review them before creating a new one.
    
4. Based on the knowledge source, perform one of the following actions:

• If the knowledge source is BMC Helix Business Workflows Knowledge Management, perform the following steps:
  1. ​​​Select a template that is available out-of-the-box or a custom knowledge template. For more information about knowledge article templates, see Knowledge Templates.
  2. Review the information populated by BMC HelixGPT in the knowledge article fields and click Accept or make the required changes in the fields. 
  3. Review the company and categories autopopulated in the Knowledge metadata field.
     If the case has company and categories associated with it, the same values populate automatically to the knowledge article.
  4. (Optional) Select the desired option from the list to modify the category.
     If you change the knowledge set that is associated with a different company, the categories are reset according to the new company. 
  5. Click Save. 
      
• If the knowledge source is BMC Helix Knowledge Management by ComAround, perform the following steps:
  1. Review the information populated by BMC HelixGPT in the knowledge article fields and click Accept or make the required changes in the fields.
  2. Select the appropriate folder and click Save.

Results

Automatically generating knowledge article from a case in BMC Helix Business Workflows Knowledge Management

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

Automatically generating knowledge article from a case in BMC Helix Knowledge Management by ComAround

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

Similar articles found on the Create Knowledge page

Created knowledge article in the case activity

Case company and categories auto populated into knowledge article

The following image shows the company and categories auto-populated into knowledge article:

To automatically validate knowledge articles

1. Log in to BMC Helix Business Workflows.
2. Select Workspace > Knowledge.
3. Select a knowledge article that you want to validate and click Validate. 
   The article opens in Edit mode, and the Ask HelixGPT tab is automatically activated.
4. Review the suggestions provided by BMC HelixGPT and click Accept to approve them or click Dismiss to reject them.

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

Troubleshooting

If HelixGPT fails to return validation suggestions or times out, you might need to modify the existing prompt for BMC HelixGPT.