This documentation supports the 20.08 and consecutive patch versions of BMC Helix Business Workflows.

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Automating BMC Helix Business Workflows

While working with cases, case agents need to manually perform multiple, time consuming actions. These actions can be routine and simple, and automating these actions can save time for the case agents.

Consider the following examples where case agents have to manually perform certain actions:

  • Frequent tasks—A common case like PTO request has a task that verifies the number of leaves available for an employee. Because this case and task occur frequently, you can automate the task so that the case agent does not have to spend time on verifying the number of leaves available manually.

  • Case assignment—Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, you can automate assignments for cases so that the case agent does not have to spend time on assigning the cases manually.

BMC Helix Business Workflows enables a case business analyst to automate the manual actions by performing certain configurations. The configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.

The following table lists the actions that you can take to automate the product:

Automate the flow of cases for different lines of business.Creating a Flowset for a line of business
Create automated tasks to reduce manual intervention by agents.Automating tasks for quicker case resolution
Define assignment mappings for automatic assignment of cases.Configuring automatic case assignments
Automate the tasks of changing the status or assignment of a record to reduce the manual effort of case agents.Automating assignment and status change of a record
Configure automated status transition for cases to change their status automatically.Automatically changing case status

Configure user phone systems so that when case agents receive calls from a configured phone system, Quick Case opens automatically with pre-populated user details.

Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems
Enable automatic resolution of cases on completion of the last task so that cases are resolved automatically.Enabling automatic resolution of cases
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