Responsibilities and permissions of a Case Manager
A case manager has the following responsibilities:
- Manage a team of case agents.
- Act as the escalation point for internal customers.
- Implement processes specific to a company.
- Access company data.
- View reports to analyze team performance, the health of the knowledge base, and other factors that affect the management of cases.
- Perform all capabilities of case agent.
The Case Manager functional role enables users to access records that belong to their company and perform actions on these records.
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 report, a user needs a role from the Reporting functional area. Whereas, to create a Flowset, a user needs a role from the Flowsets functional area.
- Service Level Management (read-only access)
- Manage Flowsets
- Task Management
The following table describes the default roles associated with the Case Manager functional role:
|Case Application Access||View the Create menu and Quick Case option on the navigation bar to create a case|
View the Reports option on the navigation bar to access the Reporting dashboard directly from BMC Helix Business Workflows
|Case Manager||Access templates, tasks, and cases that belong to the manager's company|
Create and maintain knowledge articles
A Knowledge Candidate can create a knowledge article by using any of the available templates, move an article through its lifecycle, and update the article details. A Knowledge Candidate 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. A Knowledge Contributor can also create and validate articles, approve internal publishing of articles, and retire internally published articles.
Read and write access to fields and record definitions for the manager's company only
An SLM User 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 all task templates and tasks assigned to the manager's support groups
|Flowsets Administrator||Create Flowsets for various lines of business in an organization|
|Approval Admin||Create and maintain approval processes|
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 acknowledgement and email templates for sending emails from a case|
|Notification User||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|
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.