Improvements to our Self-Help Services

Changes to the Knowledge Base!

Thank you to everyone who has responded to the BMC Software Support Central survey. Your responses told us that the Knowledge Base, although providing answers to more than 50% of your questions, requires further enhancement to provide quicker and easier access to solutions, FAQs and product information.

In response to this, we have been busy over recent months refining our processes to ensure the most useful information is made available to you as quickly as possible. We are also improving the relevancy of answers as well as simplifying the Knowledge Base user interface.

We are very excited to be bringing you these enhancements which we believe will provide you with the quickest and most effective method to get answers to your troubleshooting questions.

Take me to the improved Knowledge Base now...

View a 4 minute video presentation   of the improved Knowledge Base interface. 

Join us for a Webinar (Enhance Self-Help Support Services) to help you get the best out of the improved Knowledge Base - view dates and register online.

Ask a Question Page

The initial Knowledge Base page has been greatly simplified, for the first search all content sources and product areas will be included in the answers provided.

Questions, symptoms or error message are entered in the Ask a Question field using natural language (as you would ask a colleague or support agent) and clicking on the      Ask      button will display the Answers page. 

The Answers Page

The Answers page displays the question asked, the best matching answers, some filter options and some further action functions.

If the initial answers are not providing the required information then the question can easily be revised and the the answers can be update by clicking on the      Ask      button.

In the majority of cases, if the required information exists, it should be possible to locate it by providing a succinct and accurate question.

In some cases it may be necessary to refine the scope of the search to a specific knowledge source or product (or product family), this can easily be done using the filters on the Answers page.

If the required information does not exist then a support agent can be contacted using the Submit an Issue Online link. When the Submit Issue form is accessed in this way the Summary field is populated with the current Knowledge Base Question text for your convenience.