Responsibilities and permissions of a Case Agent
A case agent has the following responsibilities:
- Create cases for user issues.
- Work on cases, resolve cases, or reassign cases to other agents.
- Respond to users via phone, email, or chat.
- Leverage the knowledge base to resolve cases.
- Create and share knowledge articles.
The Case Agent functional role enables you to create cases for user issues and resolve them. You can use resources such as knowledge articles, tasks, service targets, and so on to quickly and efficiently resolve cases.
The out-of-the-box roles belong to various functional areas in the product and provide permissions to users to perform their tasks. For example, to create a knowledge article, a user needs a role from the Knowledge Management functional area. Whereas, to view the service target status of a case, a user needs a role from the Service Level Management functional area.
The following table describes the default roles associated with the Case Agent functional role.
|Case Application Access|
View the Create menu and Quick Case option on the navigation bar to create a case
Create cases and work on them to resolve user issues
Create and maintain knowledge articles
A Case Agent can create a knowledge article by using any of the available templates, move the article in its lifecycle, and update the article details. A Case Agent can also maintain the article quality by providing and incorporating feedback for articles.
Review, enhance, and complete articles that other agents create to suit a wider audience
A Knowledge Contributor can flag articles that need improvement and unflag articles after improvement. The Knowledge Contributor can also create and validate articles, approve internal publishing of articles, and retire internally published articles.
Read-only access to fields and record definitions
An SLM Viewer can view the service target status of a case and take appropriate actions on the case.
Access reports in BMC Helix Business Workflows to analyze the team performance based on various parameters
Read and write access to the tasks assigned to the agent's support groups
|Flowsets User||Access Flowsets-associated case templates while creating a case|
A Social User can add and filter notes, view a case history, and associate relevant resources with a case in the activity feed.
|Email Config User||Access to configured email IDs, to acknowledgment and email templates for sending emails from a case|
Receive notification for an event that a case business analyst configures
Access to the training data that an administrator configures
This data is used while predicting case templates and categories for creating a case.
|Shared Services Read||Read access to case and task status|
By default, the Task Viewer role from the Task Management functional area is not assigned to any functional role. To provide the case manager read-only access to tasks, the administrator must assign the Task Viewer role to the case manager.
For more information about assigning roles, see Assigning functional roles and permissions.