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Jesse Richardson

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Posted by Jesse Richardson Moderator Sep 21, 2013
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What are Top Knowledge Article documents, and Top Knowledge Article Lists and why are they posted on BMC Communities?

 

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

 

KCS.jpgIn 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.

 

Search for top knowledge articles on BMC Communities.

 

Search for top knowledge article lists on BMC Communities.

 

List of top knowledge articles lists organized by product line

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Some product communities have blog posts with the title "Trending in Support" - who creates these and what is the target audience?

 

BMC Customer Support speaks each day with many IT professionals planning, implementing, using or administering BMC Software applications and solutions.  This experience gives us a perspective on what is trending in product usage.  The goal of the blogs is to share that experience on BMC Communities by picking a topic to explain in greater depth.  Potential topics may include:

 

  • Explaining symptoms that have many possible causes
  • Undocumented ways to accomplish an objective
  • Understanding how a feature works, its configuration, and  implementation trade-offs
  • Diagnostics for monitoring and investigating a type of product issue
  • Keys to success and useful resources for preparing for a particular task

 

Thoughts and suggestions are always those of the author and do not necessarily represent BMC Software's position, strategies or opinions.  The goal of these articles is to explain topics differently from other information sources and share insights from the author that may help others in the community.  We welcome feedback on the articles.  The community provides a good place to share different perspectives and ideas on topics, and providing these will enrich both the author’s perspective and other community members who view the article.

 

Trending in Support blogs - formerly named "Pulse Blog" - are posted in the applicable product community, and use the label “trending_support” so you can find similar content by searching on that label.

 

Search for Trending in Support blogs on BMC Communities

 

You can also find Pulse Blogs by product line by Follow'ing the docs listed below, so you will receive notification when new ones are added:

 

BMC Remedy Support Blogs

 

BMC TrueSight Support Blogs

 

BMC BladeLogic Support Blogs

 

BMC Cloud Lifecycle Management Support Blogs

 

BMC Application Management Support Blogs

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Welcome to the BMC Customer Support Community

 

BMC Customer Support has long operated as a close-knit community, albeit an internal one.  The nature of finding the best solution or plan of action to a problem is an inherently collaborative exercise.  A customer working on an issue will work directly with the analyst assigned to the issue, but the analyst is pursuing a plan built from their own experience plus insights, suggestions and input from others.

 

As individuals and as an organization, we keep in mind that our goal is enabling customers’ success using BMC Software applications and solutions, and working issues is just a subset of the activities to accomplish that goal.

 

Customer Support Representative.jpg

 

You may have noticed Customer Support has been contributing articles in BMC product communities where we share details from our experience using product features.  We work with customers using the products extensively, so we have experience to share on what works best, areas where we see customers struggling, and recent features that would be helpful to a lot of customers.   Hopefully this information is helpful for our mutual goal of success with BMC Software products.  Please let us know. We have already made several changes to the way we have chosen topics, develop and post the material, and we are always looking to improve.  Every community thrives on participation, interaction and feedback.  Together, we can find better solutions by finding what works, sharing it, gathering ideas what may work better, trying it, and building a better solution iteratively.

 

 

 

The following resources describe some of the kinds of content Customer Support delivers in Communities and the motivation behind them:

 

Please let us know if you find them useful and how we can improve them.

 

About this community

 

There are separate communities dedicated to products, market topics, and user groups.  If you are new to BMC Communities, see the BMC Communities Overview video to understand the structure and user interface.

 

The purpose of the Customer Support Community is to discuss how to better serve you.  It is an open forum, so it is not appropriate for actually working issues with BMC Customer Support.  Many product community spaces in BMC Communities have active discussion post where community members ask and answer questions to help each other on product related matters. Questions about product issues should be either directed to one of those communities, or to BMC Customer Support through one of the official Support channels – Web, Email, Phone, or for some products, Chat.  If a product question or concern is inadvertently posted to this community, it will be moved to the appropriate product community – assuming that was the intent – to get feedback from the community.

 

Also, Ideas for improvements to products should also be posted in the appropriate product community. These ideas get visibility from other community members who use those products, who can vote for or against ideas. They can also add feedback regarding how they would use the feature.  This process of discussing and refining ideas is an excellent example of how to use social media - and BMC Communities in particular – to develop the idea and gain wider understanding of the need. See Getting started with product ideas to understand more about Ideas and how they are used in product communities.

 

Similarly, an idea can be posted to the Customer Support Community, for example:  I would like to be able to chat with Customer Support, because it is a quick way to get quick feedback on a simple question when I need it. In the case of Chat, this idea is already being pursued and rolled out, but it does illustrate the kind of idea which would be good to post in this community.

 

Please note there may be some delay in response to ideas and questions posted on this community. Helping customers resolve reported issues must come first, but the goal of this community is to explore additional opportunities for success using BMC Software applications and solutions.

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