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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.

Default roles

The following table describes the default roles associated with the Case Agent functional role.

RolePermission
Case Application Access

View the Create menu and Quick Case option on the navigation bar to create a case

Case Agent

Create cases and work on them to resolve user issues

A Case Agent can create a case with or without case template, move the case in its lifecycle, update the case details, and utilize various resources for quick and efficient case resolution.

Knowledge Candidate

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.

Knowledge Contributor

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.

SLM Viewer

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.

Reporting User

Access reports in BMC Helix Business Workflows to analyze the team performance based on various parameters

Task User

Read and write access to the tasks assigned to the agent's support groups

A Task User can add tasks to cases, and update the status and other details of tasks.

Flowsets UserAccess Flowsets-associated case templates while creating a case
Social User

Read and write access to activity feeds in cases and tasks

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 UserAccess to configured email IDs, to acknowledgment and email templates for sending emails from a case
Notification User

Receive notification for an event that a case business analyst configures

Cognitive User

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 ReadRead access to case and task status

Assign additional roles to users

In addition to the default roles, an administrator can assign roles to users.

By default, the Task Viewer role from the Task Management functional area is not assigned to any BMC Helix Business Workflows functional role. If users require read-only access to tasks, the administrator can assign the role.

For more information about assigning roles, see Assigning functional roles and permissions.

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