Automating cases
As a case business analyst, you can automate the manual processes in cases by performing certain configurations. The automated configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.
Example of automating case assignment
Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, you can automate assignments for cases so that the case agent does not have to spend time on assigning the cases manually.
Related topics
The following table lists the actions that you can take to automate cases:
| Action | Reference |
|---|---|
| Automate the flow of cases for different lines of business. | Creating a Flowset for a line of business |
| Define assignment mappings for automatic assignment of cases. | Configuring automatic case assignments |
| Configure automated status transition for cases to change their status automatically. | Automatically changing case status |
| Configure user phone systems so that when case agents receive calls from a configured phone system, Quick Case opens automatically with pre-populated user details. | Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems |
| Enable automatic resolution of cases on completion of the last task so that cases are resolved automatically. | Enabling automatic resolution of cases |
| Automate case activity updates by using the Add Social Post, Add Ticket Post By Rec Def elements. | Automating case activity updates |
Was this page helpful? Yes No
Submitting...
Thank you
Comments
Log in or register to comment.