This documentation supports the 21.3 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

Use cases

Consult the following use cases for information about how to achieve value with BMC Helix ITSM: Knowledge Management:

Use case

Business value

Products used

Enables a collaborative approach to provide knowledge for self-service.

  • BMC Service Request Management
  • BMC Digital Workplace
  • Livechat
  • Chatbot

The practices defined in KCS enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base.

BMC Helix ITSM: Smart IT

BMC Helix ITSM: Smart ITallows users to leverage the knowledge articles by displaying a list of related knowledge articles when creating or updating a ticket.

BMC Helix ITSM: Smart IT


 

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