User goals and features

BMC Helix Business Workflows helps users with various roles achieve their goals. The following table describes these goals, explains how BMC Helix Business Workflows helps, and provides references to more information:

Product roleGoal

How BMC Helix Business Workflows helps

Case Agent

Work fast and with high quality.

Work fast with templates for common cases and tasks. To deliver high quality information, use or create consistently structured and formatted knowledge templates. Agents can also use activity feeds to share or use information specific to cases, tasks, and knowledge articles.

Task Management

Use tools to deliver a great case management experience to users by logging service requests quickly and effectively, validating a requester, and based on the situations in which users raise them.

Create cases by using the Create Case page or Quick case option. An agent can use the Create Case page when the user has raised a request with all the details in it. The agent can use Quick case if the user raises the request via a phone call.

Before creating a case, the agent can validate who the requester is to ensure that the requester is an actual employee and not a fraudulent person.

Case creation options

Resolve cases systematically and automatically.

Create or use existing tasks that split cases into individual assignments and work on them. Also, agents can use automated tasks that enable them to focus on other critical tasks.

Updating tasks and tracking progress

Build a knowledge base to which all users in a company can refer.

Create knowledge articles that contain reference information about existing issues or policies in a company. Accurate and structured articles help agents quickly resolve cases and strengthens the company's knowledge base.

Developing knowledge articles

Communicate with the requester of a case or other agents from a case.

Send emails to the required recipients from a case. Agents can use emails to request for more information about a case or to share information about a case.

Agents can use predefined email templates to compose an email. This saves time for agents that they spend on drafting emails for each case.

Communicating case updates
Narrow down the article search results to find the required article quickly.Use available filters to narrow down the articles that are displayed in the search results. This enables agents to quickly find the required article related to a case.Providing feedback for improving the quality of knowledge articles
Case Manager

Manage teams, analyze their performance over time, and take necessary actions on areas that need more focus.

Access reports that provide different types of details specific to support teams. The details include the number of cases created by a team or a team member, the number of articles created by an individual, or the time spent by each team to work on the service targets attached to cases.

Viewing reports

Implement process improvements.

Create Flowsets to define the flow of cases for a line of business. Flowsets include customized processes for validation, status transition, auto-assignment, approvals, notifications, and data access.

Creating a Flowset for a line of business

Case Business Analyst

Enable case agents to validate the identity of a requester.

Enable identity validation in case templates so that when case agents use the templates to create cases, they validate the requesters before creating cases.

Enabling requester identity validation

Notify different users in a company about certain events that are not provided out-of-the-box.

Create custom notifications for record instances quickly. Also, localize the notification messages in different languages that BMC Helix Business Workflows supports.

Creating custom notifications

Define when an approval should be triggered and how it should execute for a case.

Create approval processes based on the type of approval that a case requires. Also, create an approval mapping that determines the case status that should trigger the approval and the status to which the case transitions after an approval outcome.

Configuring case approvals
Enable users to send emails to raise service requests.

Configure an email ID for a company to which the users can send emails to raise service requests. When an email arrives, a case is created automatically in BMC Helix Business Workflows.

Enabling automatic case creation from emails
Track incoming emails to ensure that they are processed. If required, reprocess unsuccessful incoming emails.View all incoming emails in the Incoming Email Messages console. Select the unprocessed emails, and click Reprocess.Tracking and reprocessing incoming emails
Maintain the Digital Service application and look for ways to translate innovative ideas into solutions.

Integrate BMC Helix Business Workflows with other applications by using connectors so that when an event occurs in one application, it is reflected in another application. Administrators can also leverage the ability to configure BMC Helix Virtual Agent to provide users with a conversational interface to raise requests.

Integrating BMC Helix Business Workflows with other applications

Understand the changing business needs, convert them into functional requirements, and align the application with business needs.

Tailor and configure the application as per business needs of a company.

For example, case business analysts can create templates specific to a support team in a company, automate routine or simple tasks, or configure default read access for cases.

Creating and updating case and task templates

Create knowledge sets and templates for based on the company's requirements.

Create knowledge sets and templates that are specific to a company. Agents in the company can use the templates to create knowledge articles.

Creating knowledge sets and knowledge templates
Use the same case or task template for different companies based on their requirements.Create a copy of a case or task template, and modify it according to the requirements.Copying of a case or task template
Enable case agents to gather additional information about a case or task while working on the case or task.Create dynamic fields that case agents can use to gather additional information about a case or task.Adding dynamic fields for storing additional case information
Store documents related to a case or task in a single location so that agents can easily access the documents and add the required document to the case or task.Add documents to the document library and also provide read access to the document.Adding documents to Document Library
Transition records such as cases, tasks, and knowledge articles through a lifecycle that suits a company's processes.Modify the default lifecycle of cases, tasks, and articles by adding or deleting a status, status reason, transition, and changing the status label.Modifying the lifecycle of cases, tasks, and knowledge articles
Case Catalog Administrator

Ensure that the service requests that employees raise in BMC Helix Digital Workplace Advanced automatically create cases in BMC Helix Business Workflows.

Create services in the BMC Helix Digital Workplace Catalog that lead to case creation in BMC Helix Business Workflows. After a case is created, a bidirectional communication takes place between the case and service request.

Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests
AdministratorAdd and manage users and their information.Add different types of users to the application based on business needs. While adding users, an administrator can also provide the required roles to users.Adding users in BMC Helix Business Workflows
Manage settings that control the application behavior for tenant users.An administrator can authorize users to access the application and perform various actions in it.

Assigning functional roles and permissions

Manage permissions to access the BMC Helix Digital Workplace Catalog.

Provide agents with access to the BMC Helix Digital Workplace Catalog so that they can create services specific to BMC Helix Business Workflows in the BMC Helix Digital Workplace Catalog.

Assigning permission and functional role to manage the Catalog

Enable employees to raise service requests via emails.

Define the incoming and outgoing mailboxes, and associate them with the required company. These mailboxes are used when employees send emails to raise service requests.

Configuring email profiles and templates Open link

Enhance the knowledge article search to suit the business requirements.Modify the advanced search filters and search tuning parameters to enable agents to quickly find the required articles.
Automate the tasks of assigning case templates and case categories to a case.

BMC Helix Business Workflows leverages the advantages of Artificial Intelligence (AI) and Machine Learning (ML) and predicts the case templates and categories for the cases based on the description provided in the case.

Leveraging cognitive capabilities in BMC Helix Business Workflows
Enable case agents to validate the identity of a requester.Enable identity validation globally so that when case agents create cases with or without case templates, they validate the requesters before creating the cases.Enabling requester identity validation
Define a business logic for cases that require approvals from different individuals in a company.Configure approvals for different groups of users or lines of business by creating different types of flows according to the business requirements.Configuring case approvals

Related topic

Setting up roles and permissions

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