Navigating BMC Helix Business Workflows
BMC Helix Business Workflows is a case management solution for multiple lines of business, that helps case agents and case business analysts to complete tasks that they perform frequently. To learn more about the tasks you can perform based on your role, see User goals and features.
The following figure shows the options that you can access after you log on to BMC Helix Business Workflows from the home page.
The following table describes the BMC Helix Business Workflows UI elements:
Navigate to the following options available in BMC Helix Business Workflows:
Shows the notifications for your profile.
For example, when a case is assigned to you, a message is displayed.
Shows your basic details like company, contact, email ID, address, and manager. These details are displayed if they are added to your person record in the Foundation data. You can also view the cases that you created, cases that are assigned to you, and your manager's details by clicking the manager's name.
Manage your language preferences by clicking your profile icon and selecting My preferences.
Case agents can also set their availability from the profile by clicking My availability. Learn more about setting your status in Setting your availability for case and task assignments.
Shows the configuration settings for different functional areas for example, Knowledge Management, Service Level Management, Email.
By default, BMC Helix Business Workflows is displayed as shown in the figure. It also lists the applications that are available in the BMC Helix Innovation Suite.
Select an application to navigate to it.
Navigates to the BMC Helix Business Workflows online technical documentation.
Search for all record types and related information for a term by using the global search interface.
The search can be performed across all available information types like cases, tasks, templates, people, and documents or be restricted to a single record type. You also have the option to preview the results displayed for cases, tasks or knowledge articles.
The search results display a maximum of 50 records per information type.
BMC Helix Business Workflows searches in the following fields:
List of cases
Open a case.
Search for a case by entering the keywords or case ID.
Filter the listed records by entering or selecting values.
For example, you want to view high priority records assigned to Kye Petersen. To view these records, in the Filter list, select High from the Priority list, enter the assignee name in the Assignee field, and click Apply.
You can use preset filters that are available for cases, tasks, and knowledge articles to narrow down your search. Preset filters are filters that are available out of the box for cases, tasks, and knowledge articles. Learn more about creating filters in
Modify the visible columns (Company, Flowset, and so on) in the workspace.
|7||Shows a list of cases that you are watching.|
The Knowledge workspace in the Workspace menu provides the following additional UI elements:
- The Create Knowledge option to create knowledge articles.
- The Review Status column that displays the review status of knowledge articles. For more information about review statuses, see Reviewing and validating knowledge articles.