Managing and developing knowledge articles
As a knowledge coach, you can create, manage, and maintain knowledge articles that provide accurate and reliable reference information for case agents. You can develop articles that provide guidance on resolving issues, maintain information on organizational policies, and so on. You can manage article reviews and approvals, track versions, and keep content up to date. You can also automate the creation of knowledge articles from cases.
These knowledge management activities are available through a knowledge base in BMC Helix Business Workflows. By default, BMC Helix Business Workflows Knowledge Management is selected as the knowledge base for BMC Helix Business Workflows. As an administrator, you can select BMC Helix Knowledge Management by ComAround as the knowledge base. For more information, see Selecting BMC Helix Knowledge Management by Comaround as the knowledge base.
Managing knowledge articles by using Knowledge console
As a knowledge coach, manage knowledge articles efficiently and save time and effort by using various functionalities in the knowledge console.
The following image shows the functionalities in the knowledge console:
Item | Description | Instruction |
|---|---|
1 | Filter the list of knowledge articles by entering or selecting values in the available filters. For example, you want to view knowledge articles in Draft status assigned to Mary Mann. To view these articles, in the Filter > Available list, select Draft from the Status list, enter Mary Mann in the Assignee field, and click Apply filters. You can also use the preset filters that are available out-of-the-box to narrow down your search. Learn more about using preset filters to search articles in Using out-of-the-box filter presets to search records. |
2 | The filter criteria applied to knowledge articles in the grid. |
3 | The knowledge statistics displays the number of open knowledge articles assigned to you, flagged knowledge articles, knowledge articles that are pending for review, and external knowledge articles.
You can filter the knowledge articles in the grid by clicking the knowledge statistics. |
4 | Export all the knowledge articles displayed in the grid to .csv format. |
5 | Search for a knowledge article by entering the keywords or article ID. |
6 | Select the line of business for which you want to view knowledge articles. If you have access to a single line of business, the line of business is selected by default. |
7 | Refresh the knowledge articles in the grid. |
8 | Modify the visible columns, such as Assigned Group, Category Tiers, and Region in the grid. |
9 | Update the status of a knowledge article by using the row-level action.
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10 | Displays a flag for knowledge articles that need attention. |
Tasks for managing and developing knowledge articles
BMC Helix Business Workflows Knowledge Management
The following table lists the actions that you can take to develop and maintain knowledge articles in BMC Helix Business Workflows Knowledge Management:
Action | Reference |
|---|---|
Create knowledge templates to define the structure of knowledge articles, and create knowledge sets to group and categorize them. | Managing knowledge sets and knowledge templates
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Develop knowledge articles that provide reference information for case agents. The process of developing a knowledge article involves several steps, from creating the article to monitoring it. | Developing knowledge articles |
Define an approval flow, approval mappings, and approvers for knowledge articles. Send knowledge articles for approval to a specified user group so case agents can publish, cancel, or retire a knowledge article. | |
| Search knowledge articles that might help the agent resolve a case. | Searching for knowledge articles |
| Track changes to a published knowledge article through knowledge article versioning. Users with appropriate permissions can update published knowledge articles, they can edit the existing version for minor edits or create a major version for adding or deleting information. | Knowledge base and knowledge management |
Automatically create knowledge articles from cases using Knowledge Curator and further validate them. To enable automatic knowledge article generation from cases, refer Automating knowledge article generation through Knowledge Curator. | |
| View the different versions of the knowledge articles in the Article feedback and Knowledge Article Details reports. | Knowledge reports |
| Translate knowledge articles into various locales. | Translating knowledge articles to various locales |
BMC Helix Knowledge Management by ComAround
The following table lists the actions that you can take to develop and maintain knowledge articles in BMC Helix Knowledge Management by ComAround:
Action | Reference |
|---|---|
Learn about managing and developing knowledge articles after logging in to BMC Helix Knowledge Management by ComAround. | Accessing product documentation provided by help articles |
Automatically create knowledge articles from cases using Knowledge Curator and further validate them. To enable automatic knowledge article generation from cases, refer Automating knowledge article generation through Knowledge Curator. |