Configuring knowledge articles

As an administrator, create knowledge articles for your company so that agents and customers can easily access accurate information, troubleshoot issues efficiently, can quickly find answers to common questions, reduce support requests, and ensure consistent access to up-to-date information. 

To create a knowledge article

1. Log in to BMC Helix Portal.
2. Click BMC Helix Business Workflows.
3. Select Create > Knowledge.
4. Select the How To template, and then click Use selected Template.
5. Complete the following fields:
   • Knowledge Title—Enter a meaningful title for the knowledge article.
   • Question—Enter the question for which you are creating this knowledge article.
   • Answer—Enter the answer for the question. 
6. In the Knowledge Metadata section, complete the following fields:
   • Knowledge Set—Select the relevant knowledge set.
   • Keywords—Add relevant keywords.
7. Click Save.

To publish a knowledge article:

1. Click Go To Article or from the Knowledge workspace, click the knowledge article that you want to publish.
2. From the Status list, select Draft, and then click Save.
   By default, the status of the article is set to In Progress.
3. Then, from the Status list, select Publish Approval, and then click Save.

To review and modify a published knowledge article:

1. In BMC Helix Business Workflows, from Workspace, select Knowledge.
2. Click the article that you want to modify.
3. After making the required changes, click Save.