Creating knowledge sets and knowledge templates

Knowledge sets are logical groups of knowledge article templates that enable users to create categories of templates, create articles under different categories, and determine user access to articles.

Knowledge templates provide consistent structure and formatting for knowledge articles. A template must be associated to a knowledge set because it inherits permissions from the knowledge set.

For more information about knowledge sets and templates, see Knowledge-sets-and-knowledge-templates.

The following table lists the tasks that you perform as an administrator or a case business analyst with Knowledge Coach functional role and the associated results:

Task

Result

While creating a knowledge set, perform the following steps:

  • Select the company to which you belong.
  • Associate BMC Helix Business Workflows deployed for the company.
  • Determine the user groups that can access knowledge articles under different template categories.

The steps lead to the following results:

  • On a shared system, every tenant has its own knowledge sets that are not accessible by other tenants.
  • The administrator or case business analyst can create knowledge templates that belong only to the application instance deployed for the administrator's company.
  • Only the required support groups have access to a specific type of knowledge article.

While creating a knowledge template, associate it with a knowledge set.

When agents create knowledge articles, they can view only those knowledge templates that belong to the BMC Helix Business Workflowsapplication instance that is deployed for their company.

The following figure illustrates how the details specified in knowledge sets drill down and enable agents to create knowledge articles for their organizations:

Knowledge sets and templates flow.png

Note

Configuring knowledge sets and knowledge article templates is mandatory before creating knowledge articles.

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.

Create a knowledge template for your organization.

Modify the knowledge article search according to your business requirements.

Modify the knowledge article search tuning parameters according to your business requirements.

Define the duration in which the articles in your organization should be reviewed periodically.


 

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