This documentation supports the 20.08 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Quick case

Quick Case provided with BMC Helix Business Workflows reduces the amount of time that it takes to register and resolve cases, increasing helpdesk productivity and improving employee satisfaction. 

Quick Case employs a free form text entry field that frees you from having to serve the needs of a structured view and lets you focus instead on what the employee is saying. This method of creating cases lets agents capture information in real time, directly from the employee and in their own words. 

The following video (2:17) explains in brief the how to use Quick Case to create cases and why is it useful:

 https://youtu.be/3D5zqVu9BVQ

The following figure displays the different elements of Quick Case:


The following table describes the different elements of Quick Case:

AnnotationDescription
1Menu option to open Quick Case.
2Quick Case free flow text area for typing case details.
3Suggested user names when you use @ and start typing a user name.
4Drop down to select user's role in the case.
5Suggested templates, knowledge articles, and similar cases list to use or refer when adding case details.
6Button to create the case after you finish adding all the available details.

Creating a case with Quick Case

When the agent receives a call, they select Quick Case. They enter details of the employee's issue and related users in the text entry field. As the agent notes details about the issue from the employee, the system becomes aware of those details and starts to run background full-text searches against people information to help identify the employee's details. The results of those searches are presented on-screen as suggested matches. When there is a match, the agent can associate that person to the case, and define their role in the case. Quick Case also suggests templates, which the agent can use to create a case. The template pre-populates information in the case and saves details in a structured way that later can be searched and used for reporting.

In addition, Quick Case searches and suggests knowledge articles and similar cases that might help the agent resolve the current issue. The agent can review summaries of these articles and cases while the employee is still on the phone. If they find a resource that could resolve the issue, they can immediately walk employees through the resolution and then verify with them that the case is resolved. 

After the agent completes the issue notes and takes any immediate actions for the case, they create the case record and save it. When the record is created:

  • If a template was selected, most of the case information is populated from the template, and the case description is updated with the information added to Quick Case. If no template was selected, both case summary and description are updated with the information added to Quick Case.
  • User details are populated based on the people entered in Quick Case. 
  • If the agent used any suggested knowledge articles or cases and associated them with the case, these are displayed under the Resources tab.

If related article or cases helped resolve the case, the agent can save, and then close the case immediately.

For detailed information about how to create a case using Quick Case, see Case creation options.

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