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.
- 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 a case agent.
- View available configurations defined by the Case Business Analyst.
The Case Manager functional role enables users to view records that belong to their company. A case manager cannot update or delete a record.
Default configuration access
A case manager has read-only access to the following configuration areas and does not have permissions to modify them:
- Application Configuration
- Case Management
- Document Management
- Email Configuration
- Manage Flowsets
- Notification
- Notes templates
- Relationships
- Service Level Management
- Task Management
Default roles
The following table describes the default roles assigned to the Case Manager functional role:
| Role | Permission |
|---|---|
| Case Application Access | View 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 Manager | Read only access to templates, tasks, and cases that belong to the manager's company. A Case Manager can update an existing case template or task template if the case manager is a member of the template owner group. |
| 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 only 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. Note: Assign the Case Manager Reporting Administrator role to enable users to create reports. For information about assigning the Reporting Administrator role, see Assigning functional roles and permissions. |
| Task Manager | Read access to all task templates and tasks assigned to the manager's support groups. |
| Flowset user | View Flowsets for various lines of business in an organization. |
Approval Admin | Create 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 User | View access to configured email IDs and acknowledgment and email templates that are used to send emails from a case. |
| Notification User | Receive 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 Read | Read access to case and task status |
| Ticket User | Read access to dynamic data. |
Important
By default, the Task Viewer role from the Task Management functional area is not assigned to any functional role. To provide the case manager read-only access to tasks, the administrator must assign the Task Viewer role to the case manager.
For more information about assigning roles, see Assigning functional roles and permissions.
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