Setting up BMC Helix Knowledge Management by ComAround in an application
BMC Helix Innovation Studio supports BMC Helix Knowledge Management by ComAround as a search provider in an application.
With BMC Helix Knowledge Management by ComAround, you boost your knowledge base with the following capabilities:
- Out-of-the-box knowledge articles to support service desk agents and customers who use software from Microsoft, Google, Adobe, and Zoom
- AI-powered cognitive search with natural language processing capabilities and predictive insights
- Multilanguage support that offers interfaces and the ability to easily create and translate knowledge articles to different languages
- Real-time translation of knowledge articles to more than 100 languages
- Omnichannel integration that allows consuming knowledge from multiple applications
- Support for KCS® V6 methodology
- Option to make the knowledge articles visible to your external end users
- Option to add rich media to your knowledge articles
Process for integrating BMC Helix Knowledge Management by ComAround with your BMC application
The following image shows the process for integrating BMC Helix Knowledge Management by ComAround with your BMC application:
Action | Reference |
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Configure BMC Helix Knowledge Management by ComAround for the integration. | |
(Optional) Map custom knowledge templates and fields from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management 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 your BMC application are automatically mapped to BMC Helix Knowledge Management by ComAround. However, if necessary, you can edit these out-of-the-box mappings too. | |
(Optional) Synchronize the articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management with BMC Helix Knowledge Management by ComAround. | |
Map permission groups in BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, role, and portal to set knowledge access permissions in BMC Helix Knowledge Management by ComAround. |
Result
For example, if you set up BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Virtual Agent, the end users can find articles from BMC Helix Knowledge Management by ComAround from the chatbot:
Where to go from here
Action | Reference |
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If you want to integrate with BMC Helix ITSM: Knowledge Management | |
If you want to integrate with BMC Helix Virtual Agent | |
If you want to integrate with BMC Helix Digital Workplace Advanced |