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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.

Best Practice

The default permissions provided for Case Manager make it a powerful functional role in BMC Helix Business Workflows. BMC recommends that you review the permissions and modify them according to your organization's requirements.
A case manager has access to the following configuration areas:

  • Service Level Management (read-only access)
  • Manage Flowsets
  • Task Management

Default roles

The following table describes the default roles associated with the Case Manager functional role:

RolePermission
Case Application AccessView the Create menu and Quick Case option on the navigation bar to create a case
Reporting Access

View the Reports option on the navigation bar to access the Reporting dashboard directly from BMC Helix Business Workflows

Case ManagerAccess templates, tasks, and cases that belong to the manager's company
Knowledge Candidate

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.

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. A Knowledge Contributor can also create and validate articles, approve internal publishing of articles, and retire internally published articles.

SLM User

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.

Reporting User

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

Task Manager

Read and write access to all task templates and tasks assigned to the manager's support groups

Flowsets AdministratorCreate Flowsets for various lines of business in an organization
Approval AdminCreate and maintain approval processes
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 acknowledgement and email templates for sending emails from a case
Notification UserReceive 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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