Configuring BMC Helix Knowledge Management by ComAround as a knowledge provider
You can use BMC Helix Knowledge Management by ComAround as a knowledge provider in the following BMC applications.
- BMC Helix Virtual Agent
- BMC Helix Digital Workplace Advanced
BMC Helix ITSM: Smart IT
- BMC Helix Business Workflows
With BMC Helix Knowledge Management by ComAround, you boost your knowledge base with the following capabilities:
To use BMC Helix Knowledge Management by ComAround as a knowledge provider, you must first configure it in BMC Helix Innovation Studio. Then, depending on your specific BMC application, you have the option to enable BMC Helix Knowledge Management by ComAround directly, or you may need to request BMC Support to enable it for you.
To establish a connection between BMC Helix Knowledge Management by ComAround and your BMC applications, BMC Software adds the credentials of an BMC Helix Knowledge Management by ComAround instance in BMC Helix Innovation Studio > Administration > Knowledge Management > Knowledge configuration.
The following image shows the sample Knowledge configuration page:
When you configure BMC Helix Knowledge Management by ComAround as a knowledge provider, the steps that you take have an impact on this specific instance and the selected BMC Helix Knowledge Management by ComAround portal. For example, when you synchronize the knowledge base from your BMC knowledge provider application to BMC Helix Knowledge Management by ComAround, the synchronization tool migrates the knowledge articles to the selected BMC Helix Knowledge Management by ComAround portal. Also, you must map access permissions to the selected portal.
After you complete the configuration, your users can interact with this BMC Helix Knowledge Management by ComAround instance and the selected BMC Helix Knowledge Management by ComAround portal. For example, when users search for knowledge articles, BMC Helix Knowledge Management by ComAround searches for articles only in the selected portal. Also, when users launch BMC Helix Knowledge Management by ComAround directly from your BMC application, this portal opens.
Before you begin
Before you start to configure BMC Helix Knowledge Management by ComAround as a knowledge provider, make sure that BMC Software has added the credentials of the BMC Helix Knowledge Management by ComAround instance.
To configure BMC Helix Knowledge Management by ComAround as a knowledge provider
As a BMC Helix Innovation Studio administrator, perform the following tasks to configure BMC Helix Knowledge Management by ComAround as a knowledge provider for your BMC applications. You perform these tasks in BMC Helix Innovation Studio.
Task | Action | Reference |
|---|---|---|
1 | (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. | |
2 | (Optional) Synchronize the articles from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management with BMC Helix Knowledge Management by ComAround. Important: If you use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Virtual Agent orBMC Helix Digital Workplace Advanced, you are required to perform this task. | |
3 | Map knowledge permissions from your BMC application with BMC Helix Knowledge Management by ComAround user groups, role, and portal to set knowledge access permissions in BMC Helix Knowledge Management by ComAround. |
After you complete the configuration tasks in BMC Helix Innovation Studio, application administrators must enable BMC Helix Knowledge Management by ComAround in the BMC application or request BMC Support to enable it:
Action | Role | Reference |
|---|---|---|
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Virtual Agent | BMC Helix Virtual Agent administrator | Configuring BMC Helix Knowledge Management in BMC Helix Virtual Agent in the BMC Helix Virtual Agent documentation |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Digital Workplace Advanced | NA | Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix Digital Workplace Advanced documentation |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix ITSM: Smart IT | NA | Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix ITSM documentation |
To use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix Business Workflows | BMC Helix Business Workflows administrator | Selecting a knowledge base for BMC Helix Business Workflows in the BMC Helix Business Workflows documentation |
Result
After you configure and enable BMC Helix Knowledge Management by ComAround as a knowledge provider for a BMC application, end users can search for and find knowledge articles from BMC Helix Knowledge Management by ComAround in this application. For example, if you use BMC Helix Knowledge Management by ComAround as a knowledge provider in BMC Helix ITSM, end users can search for, view, and create knowledge articles in BMC Helix Knowledge Management by ComAround from BMC Helix ITSM. The following image shows how users can open articles from BMC Helix ITSM and view them in BMC Helix Knowledge Management by ComAround:
For more information about using BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround in the BMC Helix ITSM documentation.
Where to go from here
- To create search filters for BMC Helix Virtual Agent or BMC Helix Digital Workplace Advanced, see Creating-search-filters-for-BMC-applications.
- To learn how to use BMC Helix Knowledge Management by ComAround as a data source for BMC HelixGPT, see Leveraging-knowledge-articles-as-a-data-source-for-BMC-HelixGPT.