BMC Customer Support uses a Knowledge Base to record solutions to questions, issues and requests. We have several processes to ensure the knowledgebase is updated including:
- Reviewing knowledge articles for technical accuracy
- Publishing knowledge articles after review
- Updating knowledge articles when additional information is discovered
- Updating the description of symptoms to ensure the knowledge articles can be found easily
- Using frequently viewed knowledge articles to drive improvements in our products and documentation
In many cases, community members only think to search the knowledge base after encountering a specific issue. Posting Top Knowledge Articles in the community is an effort by BMC Customer Support to make these articles more widely known, because they are either frequently used by Customer Support, we expect them to be frequently encountered, or when they provide information which can be useful to a large number of customers. The goal is to be proactive and make this information as widely as possible so the community can get value from this knowledge before they need it. These documents can come up when searching on a topic in BMC Communities, and community members can post comments on them based on their experience.
Top knowledge article lists, on the other hand, are a list of the Top 10 or 20 or 5 knowledge articles that are most relevant over the last few months. These lists are updated periodically as new knowledge articles become more commonly used and others fall off the list. If you follow these documents, you will receive a notification when they are updated, which is a good way to stay on top of new KAs of interest.
These documents are posted in the appropriate product community and provide a link to the knowledge article for the actual solution so it will always have the most current information. It does require a login to the BMC Customer Support site to access the content of the knowledge article.
Top KA documents use the top_ka tag, and include Top KA in the title.
Top KA List documents use the top_ka_list tag, and include Top N Knowledge Articles in the title.