Leveraging knowledge from BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround is an Artificial Intelligence (AI)-powered and cloud-based knowledge management solution that offers a centralized way of working with knowledge. You can use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM to boost your knowledge base with the numerous benefits that BMC Helix Knowledge Management by ComAround provides. 

You subscribe to BMC Helix Knowledge Management by ComAround by purchasing BMC Helix Virtual Agent Basic or BMC Helix Virtual Agent Advanced  licenses.

After you subscribe to BMC Helix Knowledge Management by ComAround, as an administrator, you must configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM.

You must complete the common configuration tasks in BMC Helix Innovation Studio, and then request BMC Support to enable BMC Helix Knowledge Management by ComAround as the knowledge provider in BMC Helix ITSM.


Benefits of BMC Helix Knowledge Management by ComAround

BMC Helix Knowledge Management by ComAround provides the following benefits for your end users in BMC Helix ITSM:

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Important

BMC Helix Knowledge Management by ComAround is a SaaS solution, and you can use it as a knowledge provider in the SaaS version of BMC Helix ITSM only. 


Workflow to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM

To start using BMC Helix Knowledge Management by ComAround as the knowledge source for BMC Helix ITSM, complete the following tasks:

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Task

Product

Role

Action

Reference

1

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround.

Important: If you don't use custom templates, you do not need to do the mapping because out-of-the-box knowledge templates and fields in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows are automatically mapped to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too.

2

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

(Optional) If you want to include articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows, synchronize the knowledge articles with BMC Helix Knowledge Management by ComAround.

Important: You cannot synchronize knowledge articles from BMC Helix Knowledge Management by ComAround to BMC Helix ITSM: Knowledge Management.

3

BMC Helix Innovation Studio

BMC Helix Innovation Studio administrator

To manage access to the knowledge articles in BMC Helix Knowledge Management by ComAround, map the knowledge permissions from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround.

4

NA

NA

Submit a support case to request enabling BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM. In a support case, specify an environment or environments (non-production, production environments) where BMC Helix Knowledge Management by ComAround must be enabled. 

Best practice: To ensure prompt processing of your request by BMC Support, we recommend that you use the following subject line for a support case: Configure HKM by ComAround for ITSM.


Result

After BMC Helix Knowledge Management by ComAround is configured and enabled as a knowledge provider for BMC Helix ITSM, users can search for, view, and create knowledge articles in BMC Helix Knowledge Management by ComAround from BMC Helix ITSM. 

The following table presents the actions that users with the knowledge worker roles can perform after BMC Helix Knowledge Management by ComAround is configured as a knowledge provider:

Action

Result

To view an article, users must click the article link in the search results in BMC Helix ITSM.

BMC Helix ITSM opens the article in the BMC Helix Knowledge Management by ComAround portal on a new browser tab. 

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The View article page displays the dynamic side panel that varies its content based on the users' role and where the users access the panel from. 

On the View article page that opens from BMC Helix ITSM, the side panel displays the following content: 

  • Related content—Users can view the list of related articles.
  • Content Standards Checklist—Users with the Knowledge Coach role and higher can assess article quality by completing the standard checklist.

The Possible Duplicates and Additional Search Hits menus are not in use on this page. 

To create an article, users must click Create> Knowledge in BMC Helix ITSM.

BMC Helix ITSM launches the Create article page in the BMC Helix Knowledge Management by ComAround portal on a new browser tab. 

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On the dynamic side panel, users can check for possible article duplicates.

Important: Users must first save the article to be able to check for duplicates. 

The Additional Search Hits, Related Content, and Content Standards Checklist menus are not in use on the Create article page. 

When in BMC Helix Knowledge Management by ComAround, users can search for articles directly in the application by selecting Search from the main menu.

Users enter their query in the Search field, and BMC Helix Knowledge Management by ComAround launches the Search results page on the same browser tab. 

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On the side panel, users can apply filters to narrow down the search results. 


Changes in knowledge management after configuring BMC Helix Knowledge Management by ComAround as a knowledge provider

After BMC Helix Knowledge Management by ComAround is configured and enabled as the knowledge provider for BMC Helix ITSM, the following BMC Helix ITSM functionalities work differently.

Function

The difference in behavior

Article preview

You cannot preview an article in BMC Helix ITSM. You must click the View Full Article link to read the article in a new tab.

Advanced search

The advanced search option in Smart Recorder does not support filtering by article status and article template.

Articles with Archived and Deleted statuses are available only in the BMC Helix Knowledge Management by ComAround portal to users with relevant KCS role.

Linking knowledge articles

  • You cannot pin a knowledge article to another knowledge article.
  • If you pin or unpin a knowledge article from a ticket, it might take a few seconds to reflect the count of linked tickets in the Resources tab. Reload the Resources tab to see the updated count of linked tickets.
  • Anchored text links are not supported in BMC Helix Knowledge Management by ComAround.
  • After you synchronize BMC Helix ITSM: Knowledge Management articles with BMC Helix Knowledge Management by ComAround, any links that point to BMC Helix ITSM: Knowledge Management will not work. To correct this behavior, you can manually replace the links with corresponding BMC Helix Knowledge Management by ComAround links.

Marking an article as favorite

Marking an article as favorite and following an article is not supported.

Flagging article comments

BMC Helix Knowledge Management by ComAround does not display flagging comments and user comments previously displayed in the Activity panel. You can view the detailed article history in the History panel.

Creating related article

You cannot create a related article from a ticket.

Filters in the global search

Some of the existing filters such as Company, Create Date, and Last Modified Date in the BMC Helix ITSM global search will not be available.

Integration with Live Chat and Openfire

Live Chat and Openfire do not display articles from BMC Helix Knowledge Management by ComAround. 

 

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