Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Use cases

This section introduces the detailed end-to-end use cases that describe how a user achieves business value with BMC Helix Business Workflows.


Use case
Business value
User
Products used

Integration with third-party tool by using Robotic Process Automation bot

Automate the uploading of attachments to an external system by using the pull or push mechanism.

  • Case Business Analyst
  • BMC Helix Business Workflows
  • BMC Helix Digital Workplace Advanced

Automating case assignment by configuring assignment mapping

Enable case business analysts to configure automatic assignment of cases to a relevant support group based on the case details.


  • Case Business Analyst
  • Case Agent

BMC Helix Business Workflows

Automating case assignment based on user responses

Automate assignment of cases based on responses provided by users in BMC Helix Digital Workplace Advanced

Case Business Analyst
  • BMC Helix Business Workflows
  • BMC Helix Digital Workplace Advanced
Automating the approval process for employee vacations

Leverage the Approval library from BMC Helix Innovation Suite and automate the approval process for cases in BMC Helix Business Workflows.

  • Administrator
  • Case Business Analyst
  • Case Agent
  • BMC Helix Innovation Suite
  • BMC Helix Business Workflows
Creating and consuming dynamic fields in the applicationEnable case business analysts to add fields in the field library to store additional information related to a case or task.
  • Case Business Analyst
  • Case Agent

BMC Helix Business Workflows

Creating custom notifications for casesImplement customized notifications for cases.
  • Case Business Analyst
  • Case Agent
  • BMC Helix Innovation Suite
  • BMC Helix Business Workflows
Creating custom notifications for recordsImplement customized notifications for different records like tasks, knowledge articles, and so on.
  • Case Business Analyst
  • Case Agent
  • BMC Helix Innovation Suite
  • BMC Helix Business Workflows

Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows

Enable employees from BMC Helix Digital Workplace Advanced to create cases in BMC Helix Business Workflows, approve them when required, and track them to closure.

  • Digital Workplace users
  • Case Business Analyst
  • Case Catalog Administrator
  • BMC Helix Digital Workplace Catalog

  • BMC Helix Business Workflows

  • BMC Helix Digital Workplace Advanced
Identifying and protecting users' confidential dataIdentify users’ sensitive information as confidential data and grant restricted access to the confidential data.
  • Digital Workplace users
  • Case Catalog Administrator
  • Case Business Analyst
  • Case agent
  • BMC Helix Innovation Studio
  • BMC Helix Digital Workplace Catalog
  • BMC Helix Business Workflows
Enabling users to create cases for Workday data updates

Enable employees to create cases in BMC Helix Business Workflows to update Workday person data by using Jitterbit.

  • Administrator
  • Case Agent
  • BMC Helix Business Workflows
  • BMC Helix Digital Workplace Advanced
Enabling case agents to assist users through chat

Enable case agents to use BMC Live Chat in  BMC Helix Business Workflows to assist users to resolve their requests.

  • Administrator
  • Case Business Analyst
  • Case Agent
  • BMC Helix Business Workflows
  • BMC Live Chat

  • BMC Helix Virtual Agent

Triggering the approval process for cases based on qualificationsEnable case approvals based on qualifications
  • Case Business Analyst
  • Case Agent

BMC Helix Business Workflows

Leveraging knowledge from BMC Helix Knowledge Management by ComAround

Use BMC Helix Knowledge Management by ComAround as a knowledge base for BMC Helix Business Workflows.

  • Administrator
  • Case Business Analyst
  • BMC Helix Innovation Studio
  • BMC Helix Business Workflows
  • BMC Helix Knowledge Management by ComAround

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