User goals and features

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

Case agent

Goal	Actions	Documentation
Work fast and with high quality.	Work fast with templates for common cases and tasks. Deliver high quality information by using or creating consistently structured and formatted knowledge templates. Use activity feeds to share or use information specific to cases, tasks, and knowledge articles.	Task Management
Deliver a great case management experience to users by logging service requests quickly and effectively, and validating a requester.	Create cases by using the Create Case page or Quick case option. Use the Create Case page when the requester has provided all the details for the case. Use Quick case if the user raises the request via a phone call. Validate the requester before creating a case to ensure that the requester is an actual employee and not a fraudulent person.	Case creation options
Resolve cases systematically and automatically.	Create new or use existing tasks as individual assignments in cases and work on them. Use automated tasks 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. Resolve cases quickly and strengthen the company's knowledge base by using accurate and structured articles.	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 to request for more information about a case or to share information about a case. Use predefined email templates to compose an email and save time that is spent 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 and quickly find the required article related to a case.	Providing feedback for improving the quality of knowledge articles

Case Manager

Goal	Actions	Documentation
Manage teams, analyze their performance over time, and take necessary actions on areas that need more focus.	Access reports that provide the following details specific to support teams: Number of cases created by a team or a team member Number of articles created by an individual Time spent by each team to work on the service targets attached to cases	Viewing dashboards and reports
Implement process improvements.	Create Flowsets to define the flow of cases for a line of business. Use the customized processes in Flowsets for validation, status transition, auto-assignment, approvals, notifications, and data access.	Creating a Flowset for a line of business

Case Business Analyst

Goal	Actions	Documentation
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 and task 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 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
Add dynamic fields to cases and tasks.	Reuse dynamic fields across cases and tasks, and also use the answers that are received from requesters in BMC Helix Digital Workplace Advanced as field values.	Adding dynamic fields for storing additional case information
Add extension record definitions.	Use extension record definitions to be used in custom fields that you can use in approvals, notifications, reporting, consoles, service level agreement.	Generating extension record definitions and populating the extension fields
Migrate existing dynamic fields to extension fields.	Migrate dynamic fields from existing cases to extension fields and use them as custom fields in reporting.	Migrating dynamic fields to extension fields

Case Catalog Administrator

Goal	Actions	Documentation
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

Administrator

Goal	Actions	Documentation
Add 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.	Setting up roles and permissions
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.	Setting up 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
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.	Modifying simple and advanced search for knowledge articles Modifying search tuning parameters
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 and task approvals

User goals and features

Case agent

Case Manager

Case Business Analyst

Case Catalog Administrator

Administrator

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