Setting up a line of business
BMC Helix Business Workflows provides out-of-the box configurations to get started with the product. As a case business analyst, you can set up the product according to your line of business such as Facilities, Travel, and Legal. You can create templates, automate various processes and tasks, set service targets, define custom notifications, and so on. You can also modify the lifecycle of cases, tasks, and knowledge articles.
| Action | Reference |
|---|---|
| Create templates so that case agents can use the predefined formats while creating cases and tasks. | Creating and updating case and task templates |
Automate BMC Helix Business Workflows to save time and effort taken by case agents. | Automating BMC Helix Business Workflows |
| Configure service targets to attach milestones to cases so that agents can track the progress of cases. | Configuring service targets for tracking case progress |
| Create custom notifications for users. | Creating custom notifications |
Configure approvals for BMC Helix Business Workflows. | Configuring case approvals |
| Generate PDF documents for information that is requested by users. | Defining document templates and generation of PDFs |
| Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. | Modifying the lifecycle of cases, tasks, and knowledge articles |
| Enable case agents to reopen cases for a certain number of days. | Enabling case agents to reopen a case |
| Enable users to send emails to request services and enable automatic case creation for the user requests. | Enabling automatic case creation from emails |
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