Leveraging Knowledge Curator for creating knowledge articles from incidents

As a Service Desk Agent, you can leverage the generative AI capabilities of Knowledge Curator, an AI Agent in BMC HelixGPT to create knowledge articles in BMC Helix Knowledge Management by ComAround directly from incidents. The Knowledge Curator reuses the information from the incident to create the new knowledge article. Incident data, such as description, summary, and work logs are considered to populate the information for the knowledge article.

Benefits

Here are some of the benefits of using the Knowledge Curator to create knowledge articles from incidents:

  • Leverage the generative AI capabilities of Knowledge Curator to capture and reuse all relevant information from the incidents.
  • No need to navigate away from the incidents to create the knowledge articles.
  • Create the knowledge articles with minimal manual intervention.
  • Produce knowledge articles that are accurate, easy to understand, and complete. 

Scenario

Scenario

Carl, a service desk agent at Apex Global, handles an incident where a user reports frequent VPN disconnections. No existing knowledge articles are found to help with the issue. After resolving the incident by updating the VPN client and adjusting power settings, Carl selects More > Create a new article.

A draft article using the incident’s summary, description, and resolution notes is created in the BMC Helix Knowledge Management by ComAround Knowledge Curator. Carl reviews and edits the article, and then saves it.

The article is automatically linked to the incident and pinned for future reference, helping other agents resolve similar issues more efficiently.

Workflow

The following image shows the workflow of creating knowledge articles by using Knowledge Curator:

Workflow for creating knowledge articles from incidents by using Knowledge Curator

Refer to the following topics to learn how to enable and use Knowledge Curator:

TaskReference
Enable Knowledge Curator in BMC Helix ITSM.Enabling the creation of knowledge articles from incidents by using Knowledge Curator
Use Knowledge Curator to create knowledge articles from incidents.Creating knowledge articles from incidents by using Knowledge Curator

 

 

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