BMC Helix ITSM - Knowledge Management 19.x: Administering Fundamentals
BMC Knowledge Management provides advanced knowledge management for extending the effectiveness and value of BMC Helix ITSM applications.
In this course, participants will learn vital knowledge management concepts and knowledge management best practices that will enable them to resolve issues quickly, accurately, and consistently. Participants will also learn how to successfully implement these best practices using Knowledge Management.
Major release:
BMC Helix Knowledge Management 19.x
Recommended Prerequisites:
Good for:
Administrators
Course Delivery:
Instructor-Led Training (ILT) | 16 hours
Course Modules
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Introduction to BMC Knowledge Management
- Application Overview
- Knowledge Management Console
- Introduction to Remedy with Smart IT
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User Experience
- Creating Knowledge
- Creating a Knowledge Article in Smart IT
- Finding Knowledge
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Permission Model and Data
- Permissions
- Understanding the KCS
- Foundation Data
-
Sources of Knowledge
- Article Conversion Tool
- Outside Knowledge
- Knowledge Sources
- Data Management Tool
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Configurations
- Assignments and Approvals
- Application Configurations
- Full Text Searches
- Notifications and Archiving
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Troubleshooting
- Troubleshooting