Leveraging knowledge articles as a data source for BMC HelixGPT

BMC HelixGPT is a generative Artificial Intelligence (AI) capability within BMC Helix Service Management and BMC Helix IT Operations Management. It helps with quicker problem resolution, better collaboration, and increased productivity. For example, BMC HelixGPT administrators can configure BMC HelixGPT to work with BMC Helix Digital Workplace to provide users with precise answers to queries. For more information about BMC HelixGPT, its core capabilities, and BMC products that BMC HelixGPT can work with, see BMC HelixGPT overview.

BMC HelixGPT delivers reliable and refined results because it generates answers based on the knowledge articles, not from the Internet or the large language model (LLM)'s general knowledge.

BMC HelixGPT supports BMC Helix Knowledge Management by ComAround as a knowledge source. It delivers more precise answers to end-user queries based on an automatically determined set of knowledge articles sourced from BMC Helix Knowledge Management by ComAround. 

To view the complete list of all supported knowledge sources, see Adding data sources in BMC HelixGPT.


Scenario: Configuring BMC HelixGPT to generate answers based on knowledge articles from BMC Helix Knowledge Management by ComAround

Scenario: Configuring BMC HelixGPT to generate answers based on knowledge articles from BMC Helix Knowledge Management by ComAround

Apex Global uses BMC Helix Digital Workplace to enhance self-service for end users by providing them with knowledge articles, products, and services from multiple lines of business such as IT, HR, and Facilities. Apex Global has their knowledge articles in BMC Helix Knowledge Management by ComAround. Allen is an administrator at Apex Global and has enabled the BMC HelixGPT capabilities for his end users. Allen selects BMC Helix Knowledge Management by ComAround as a knowledge source for BMC HelixGPT. 

Britney, the end user, wants to fix a WiFi issue, so she enters her query in BMC Helix Digital Workplace. A summary of the procedure to fix WiFi issues is provided along with the related knowledge article links from BMC Helix Knowledge Management by ComAround. 

Britney follows the procedure and successfully resolves the issue without sifting through a list of knowledge articles to find the relevant one for her query. 


Workflow for configuring BMC Helix Knowledge Management by ComAround as a data source for BMC HelixGPT

The following image shows the process of configuring BMC Helix Knowledge Management by ComAround as a data source for BMC HelixGPT: 

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Task

Action

Role

Reference

1

Configure BMC Helix Knowledge Management by ComAround as an information source. 

The HelixGPT administrator

2

Ingest data from BMC Helix Knowledge Management by ComAround into BMC HelixGPT.

The HelixGPT administrator


Important

Configuring data sources and ingesting data into BMC HelixGPT are the initial steps to set up BMC HelixGPT to work with BMC applications. For the next steps, see Setting up and going live and Administering. 


Result

After the administrator has enabled BMC HelixGPT capabilities for BMC Helix Digital Workplace and selected BMC Helix Knowledge Management by ComAround as a knowledge source, end users can find answers to their queries from the Catalog, My Activity, or other custom pages created in the Studio. Answers are generated based on automatically determined set of knowledge articles from BMC Helix Knowledge Management by ComAround. 

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