Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Providing knowledge for self-service

The goal of this use case is to enable a user to leverage knowledge articles for self-services. An administrator can enable BMC Helix Chatbot or Livechat conversation capabilities so that the end users can request a service in their locale from the BMC Helix Digital Workplace Advanced Catalog or Smart IT. They can also search for knowledge articles within a conversation. Also they can tag or add or pin the knowledge articles to their favorite list for their future reference. Users can also resolve a ticket by using a knowledge article in Smart IT.


Scenario: Solving problems with self-help

In an organization a new employee is unable to reset password for an application.

With BMC Helix Chatbot configured to work with BMC Helix Digital Workplace Advanced, the employee can solve the problem on their own. The employee can interact with the BMC Helix Chatbot and ask how to reset password for the specific application. BMC Helix Chatbot then searches for knowledge articles related to application password reset and provides the knowledge article links to the employee. The employee goes through the knowledge article, and finds the procedure to reset the application password, and resolves the problem without having to create a request.

Scenario: Providing knowledge for BMC Service Request Management

Users with Knowledge Admin permissions can use the Favorite option to tag a knowledge article as a favorite. Favorite articles are added to the Popular Articles list that is displayed on the Request Entry Console in BMC Service Request ManagementManagement.

To tag a knowledge article as a favorite

  1. While viewing a knowledge article, click the Details tab and then the Feedback tab.
  2. From the Favorite list, select Yes.
  3. Save the knowledge article.

Benefits

  • If you have multiple chatbots or Livechat for different lines of business, all the chatbots or Livechat connect to a single instance of BMC Helix Digital Workplace Advanced.
  • Users do not need to go to BMC Helix Digital Workplace Advanced application to create service requests or search for knowledge articles.
  • Users can directly interact with BMC Helix Chatbot or Livechat in their locale and in natural language to get their tasks done.
  • Users can use different interfaces to interact with BMC Helix Chatbot or Livechat, such as web UI, mobiles devices.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*