Orientation

Quick overview

BMC Helix Business Workflows is a cloud-native, case management solution for different lines of business like facilities, travel, legal, HR, and so on. The solution aims for fast and efficient management of cases by providing modern and simple ways to create, resolve, and monitor cases.

You can also tailor the solution according to your business needs by performing the following actions:

  • Create processes to handle cases for a line of business and tasks to resolve cases.
  • Create rules that automatically perform an action. For example, you can create a rule that automatically retires knowledge articles.
  • Tailor UI views by adding fields to case views.
  • Add or modify configurations that suit your requirements. For example, you can create templates for an HR support group specific to your company.

Key benefits

As a modern case management solution, BMC Helix Business Workflows offers the following advantages to its users:

  • Intuitive user interfaces that provide an enhanced user experience when working with cases.
  • Ease of raising requests through a conversational interface that uses natural language.
  • Shorter call times and better quality of services.
  • Less time required to provide services to users through the elimination of manual tasks.
  • Better case lifecycle creation and management through templates, tasks, and other resources.
  • Actionable insights into how a company performs.
  • Integration with applications by using connectors that enables users to raise service requests specific to BMC Helix Business Workflows.
  • Repository of knowledge and services, and tools to create and maintain them.
  • Management of multiple departments' knowledge and services in one place while supporting enforcement of permission and data segregation.
  • Flexibility to meet business requirements by tailoring the application.
  • Complete knowledge management solution that enable users to create, update, and share knowledge articles.
  • Interface for Live Chat that enables a case agent to assume the role of a live agent and participate in chat sessions.

  • Capability to create cases through service requests in BMC Helix Digital Workplace Advanced.

  • Capability to create service requests in BMC Helix Digital Workplace Advanced for cases created in BMC Helix Business Workflows.

Video

The following video (4:48) gives an overview of BMC Helix Business Workflows:


 https://youtu.be/v15TO4JT9ck

Product roles

BMC Helix Business Workflows aims to simplify the routine activities of each product role. The following image lists the key responsibilities of each product role:


Product features

BMC Helix Business Workflows provides the following key features:

Omni-channel approach to submit service request

BMC Helix Business Workflows provides an omni-channel approach for a user to submit service requests and to contact the support staff within a company to resolve their service requests.

MethodsDescription

Leveraging conversation capabilities in BMC Helix Virtual Agent.

BMC Helix Virtual Agent is a chatbot application provided by BMC that helps users to interact in a conversational interface to resolve their issues. BMC Helix Virtual Agent interacts with the user in a natural language and based on that communication, reports issues or creates requests and cases, or searches for knowledge articles. You can configure BMC Helix Virtual Agent with BMC Helix Business Workflows to create cases or search for knowledge articles on behalf of the user.

The following figure displays a conversation in BMC Helix Virtual Agent:

For more information about BMC Helix Virtual Agent and how to configure it, see  Getting started Open link and Integrating BMC Helix Chatbot with other applications Open link .

Requesting services by using BMC Helix Digital Workplace Advanced.

BMC Helix Digital Workplace Advanced is a next-generation, self-service application for business users to connect with IT and HR anywhere, anytime, on any device. BMC Helix Business Workflows integrates seamlessly with BMC Helix Digital Workplace Advanced to enable employees to create service requests in BMC Helix Digital Workplace Advanced and enable agents to work on them in  BMC Helix Business Workflows.

The following figure displays the BMC Helix Digital Workplace Advanced client application that employees use:

For more information about requesting services in BMC Helix Digital Workplace Advanced, see Requesting services on behalf of other end users Open link .

Requesting services via a telephone call or in person.

Users can directly request for a service or report an issue by contacting a case agent via a telephone call or in person.

If the user makes a telephone call to the service desk, a case agent from the first-line support can leverage the power of Case view or Quick case to create cases, which enables the case agent to capture the information in real time, directly from the users and in their own words.

The following figure displays the Quick Case page:

Requesting services by sending an email.

To raise a service request, users can send emails to a dedicated email ID of their company. This enables users with no access to a self-service tool, to easily raise service requests. When a user sends an email, a case is created automatically in BMC Helix Business Workflows and an acknowledgment email is sent automatically to the user. Acknowledgment emails are sent whenever the case is updated successfully.

For more information about creating cases by using emails, see Case management through email.

Interface for Live Chat with users for quicker case resolution

Case business analysts can configure BMC Helix Business Workflows to work with BMC Live Chat so that case agents can communicate with users through chat. Case agents can assist users to resolve their requests through chats by using the Live Chat option in BMC Helix Business Workflows. The Live Chat option enables you to participate in a chat session, understand the user request through chats, create a case based on the session, and resolve the request.

For more information about how to enable case agents to assist users through chat, see Enabling case agents to assist users through chat.

BMC Helix Digital Workplace Catalog for case-related services

Case catalog administrators can create services that are specific to BMC Helix Business Workflows in the BMC Helix Digital Workplace Catalog. Employees can request these services from BMC Helix Digital Workplace Advanced and corresponding cases are created in BMC Helix Business Workflows.

For more information about using the BMC Helix Digital Workplace Catalog to create services, see Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests

The following video (1:09) gives an overview of  BMC Helix Digital Workplace Catalog:

 https://youtu.be/ihAxCVodPbQ

Interactive reports to analyze team performance

Access different interactive reports to analyze the performance of teams that work on cases for user issues.

The following figure displays the Business Workflows Dashboard in Reporting:

For more information about reports, see Viewing reports.

Flowsets to customize the flow of cases according to the business requirements

Flowsets give users the flexibility to use BMC Helix Business Workflows for different lines of business like HR, travel management, facilities management, finance management, and so on. Flowsets include customized processes for initialization, activity updates by users, validation, status transition, auto-assignment, approval, notifications, and data access for the selected line of business.

For more information, see BMC Helix Business Workflows for a line of business.


Product documentation

The following table lists key goals of users with various roles and provides corresponding links to the documentation:

Product roleGoalWhere to go


Case Agent

To create cases for user issues.Case creation options
To work on cases by performing different actions on them.

Creating and updating cases

To create and manage knowledge articles for a company.Developing knowledge articles
Learn about responsibilities and permissions of a case agent.Responsibilities and permissions of a Case Agent
Case ManagerTo view reports and analyze the performance of the team.Viewing reports
Learn about responsibilities and permissions of a case manager.Responsibilities and permissions of a Case Manager



Case Business Analyst


To customize the flow of cases for different lines of business.Creating a Flowset for a line of business
To create templates for common cases and tasks.Creating case templates and task templates
To tailor the application according to the business needs.Creating and updating case and task templates

To integrate BMC Helix Business Workflows with other applications by using connectors.

Integrating BMC Helix Business Workflows with other applications
To configure a conversational interface for users to raise requests.

Integrating BMC Helix Chatbot with other applications Open link

To associate an email ID with a company so that employees can raise service requests via emails.Enabling automatic case creation from emails
To create email and acknowledgement templates that are used to communicate with other users via emails.Creating email and acknowledgement templates
To define a case status that triggers an approval and the status to which a case transitions based on the approval outcome.Mapping case status to approvals
Learn about responsibilities and permissions of a case business analyst.Responsibilities and permissions of a Case Business Analyst
Case Catalog Administrator

To create services in the BMC Helix Digital Workplace Catalog.

Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests
Learn about the role and permissions of a case catalog administrator.Roles in BMC Helix Business Workflows
Document ManagerTo add documents in the Document Library.Adding documents to Document Library
Learn about the role and permissions of a document manager.Roles in BMC Helix Business Workflows


Administrator

To add users in BMC Helix Business Workflows.

Adding users in BMC Helix Business Workflows

To authorize users to perform actions in BMC Helix Business Workflows.

Assigning functional roles and permissions
To enable users to create and maintain the knowledge base of a company.Creating knowledge sets and knowledge templates
To predict case templates and case categories based case descriptionLeveraging cognitive capabilities in BMC Helix Business Workflows

To configure incoming and outgoing mailboxes to use for sending emails from within a case.

Note: To configure the incoming and outgoing mailbox, contact BMC SaaS Operations or BMC Customer Support.

Configuring email profiles and templates Open link

To configure approvals for a company that are based on different lines of business, types of cases, and so on.Configuring case approvals
Learn about the responsibilities of an administrator.User goals and features

BMC Helix Business Workflows consists of embedded self-help with guided assistance that helps you learn to navigate the product and to actively complete tasks. From the Self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

The following figure shows the Self-help pane that is available while working on a case:

The following video (2:48) describes how to access the self-help in a product:

 https://youtu.be/xnJES8-CwkQ

Was this page helpful? Yes No Submitting... Thank you

Comments