Configuring BMC Helix Business Workflows
After BMC Helix Business Workflows is deployed, as a case business analyst, you can configure the product according to your business requirements.
The following table lists the topics that provide more details about configuring the product:
Create case and task templates, and add dynamic fields to the templates. Case agents can use these templates to create cases and add tasks to cases.
|Creating case templates and task templates|
|Define a task flow for a case template to specify the required tasks and define the order in which they must be executed.||Defining task flows in a case template|
|Create a copy of a case or task template so that you can modify the same template for different companies.||Creating a copy of a case or task template|
|Create activity note templates so that case agents can use these templates while adding activity notes to a case, task, or person profile.||Creating activity note templates|
|Configure and set up an email ID for your company so that users can send emails to the email ID to raise requests and cases are created automatically.||Enabling automatic case creation from emails|
|Enable the identity validation feature to verify a requester's identity before case agents create cases.||Enabling requester identity validation|
|Display only the relevant Foundation data for use in the product by filtering the data.||Filtering Foundation data by using domain tags|
Add documents to the document library so that the documents are stored in a single location. After adding a document, you can provide read access of the document.
|Adding and granting access to attachment documents|
|Add dynamic fields related to a case or task to the dynamic field library. While creating a case or task, case agents use the fields for additional information about the case or task.||Adding dynamic fields for storing additional case information|
|Create custom lifecycles for records that suit the processes of your company.||Modifying the lifecycle of cases, tasks, and knowledge articles|
|Create case sources and labels so that case agent use these sources and labels while creating cases.||Adding custom selections to label or case source menus|