BMC Remedy Knowledge Management 8.x: Fundamentals for Administrators Welcome to Session 2 of the BMC Remedy Knowledge Management 8.x: Fundamentals for Administrators assisted self-paced training course. Session 2

Session 2 - Modules: Module 4: Sources of Knowledge Module 5: Configurations Module 6: Troubleshooting Session 2 has three modules: Module 4: Sources of Knowledge Module 5: Configurations Module 6: Troubleshooting

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Module 4: Sources of Knowledge Explain the Article Conversion Tool for converting RKM 7.2 and 7.5 Explain how to convert data from other tools Describe how to manage knowledge sources - Searchable Items, File Path, and AR forms Explain how to use the Data Management Tool Module 4: Sources of Knowledge When you complete this module, you will be able to: Explain the Article Conversion Tool for converting RKM 7.2 and 7.5 Explain how to convert data from other tools Describe how to manage knowledge sources - Searchable Items, File Path, and AR forms Explain how to use the Data Management Tool Click Next to continue.

Module 5: Configurations Differentiate between Assignees and Approvers Configure assignments Describe approval chains Map approvers Explain approvals via email Describe application configurations Describe various notification events Configure notifications for people Module 5: Configurations When you complete this module, you will be able to: Differentiate between Assignees and Approvers Configure assignments Describe approval chains Map approvers Explain approvals via email Describe application configurations Describe various notification events Configure notifications for people Click Next to continue.

Module 6: Troubleshooting Understand full text search Troubleshoot permission issues Troubleshoot categorization issues Troubleshoot FTS issues Troubleshoot status transitions Describe BMC resources Module 6: Troubleshooting When you complete this module, you will be able to: Understand full text search Troubleshoot permission issues Troubleshoot categorization issues Troubleshoot FTS issues Troubleshoot status transitions Describe BMC resources Click Next to continue.

Lab 4.1: Modifying and Adding a Knowledge Source Lab 4.2: Converting Knowledge from Outside Sources Lab 5.1: Configuring Assignments Lab 5.2: Configuring Approvals Lab 5.3: Knowledge Management Application Configuration Lab 5.4: Knowledge Management Status Configuration Lab 5.5: Configuring Notifications Lab 6.1: Troubleshooting Issues Now it’s time to go practice what you have learned. Refer to the Lab Guide for detailed lab exercises for the above labs. Note: If you have not received email documentation with access to the lab, email Education@bmc.com. If you have not received email documentation with access to the lab, email Education@bmc.com.

Sources of Knowledge Configurations Troubleshooting In this session, you were introduced to the various Sources of Knowledge and how to configure applications. You also learned various types of Troubleshooting.