User interface overview
BMC Helix Innovation Suite Knowledge Management (ISKM) is a centralized, modern knowledge management solution built on BMC Helix Innovation Suite. It provides an intuitive user interface that enables different user roles to manage knowledge efficiently, reducing time and effort through a variety of features. Learn more about user roles and their capabilities in Product overview.
ISKM is designed to work with BMC Helix ITSM, BMC Helix Business Workflows, BMC Helix Digital Workplace, and BMC HelixGPT. However, ISKM capabilities such as the Knowledge Console and Create Knowledge pages are available only through BMC Helix ITSM and BMC Helix Business Workflows. When ISKM is integrated with these applications, agents can access ISKM features directly within their respective applications, providing a smooth knowledge management experience.
Knowledge Console page
Manage knowledge articles efficiently and save time and effort by using various functionalities in the knowledge console.
The following image shows the functionalities in the knowledge console:
Item | UI element | Description | Instruction |
|---|---|---|
| 1 | Navigation bar | The navigation bar displayed varies based on how ISKM is accessed:
|
2 | Filter | Filter the list of knowledge articles by entering or selecting values in the available filters. For example, you want to view knowledge articles in Draft status assigned to Mary Mann. To view these articles, in the Filter > Available list, select Draft from the Status list, enter Mary Mann in the Assignee field, and click Apply filters. |
3 | Applied filters | The filter criteria applied to knowledge articles in the grid. |
4 | Knowledge statistics | The knowledge statistics displays the number of open knowledge articles assigned to you, flagged knowledge articles, knowledge articles that are pending for review, and external knowledge articles. You can filter the knowledge articles in the grid by clicking the knowledge statistics. |
5 | Export option | Export all the knowledge articles displayed in the grid to .csv format. |
6 | Search field | Search for a knowledge article by entering the keywords or article ID. |
7 | Line of business field | Select the line of business. If you access ISKM from BMC Helix Business Workflows, you can select the line of business for which you want to view knowledge articles. If you have access to a single line of business, the line of business is selected by default. If you access ISKM from BMC Helix ITSM, only the IT line of business is supported and selected by default. |
8 | Refresh button | Refresh the knowledge articles in the grid. |
9 | Visible columns option | Modify the visible columns, such as Assigned Group, Category Tiers, and Region in the grid. |
10 | Update status | Update the status of a knowledge article by using the row-level action.
|
11 | Article flag | Displays a flag for knowledge articles that needs attention. |
Create Knowledge page
Develop knowledge articles that contain information about resolving an issue, your company's policies, and so on. To create articles with different types of information, you must use the available knowledge templates. These templates provide a consistent structure for different types of articles. After selecting a template, you can work on the article content and move it through the development cycle. For more information, see Developing knowledge articles.
The following images displays how to create a knowledge aricle.
