BMC Helix Business Workflows provides out of the box configurations to enable organizations to get started with the product. However, as a case business analyst and an administrator, you can configure the product according to your requirements.
You can configure the business flows, roles and permissions for users, automate various processes and tasks, establish a knowledge base for multiple departments, and so on for your organization.
As an administrator, you do not need to assign BMC Helix Business Workflows licenses to users to grant them access to the BMC Helix Business Workflows application. For more information, see .
The following topics in this section describe the procedures to configure the product and other settings:
|Address the personal data protection and privacy requirements associated with the General Data Protection Regulation (GDPR).|
Understand permissions and add users in BMC Helix Business Workflows.
|Setting up roles and permissions|
|Configure templates and email IDs that are specific to an organization.||Configuring BMC Helix Business Workflows|
|Configure service targets to attach milestones to cases so that agents can track the progress of cases.||Configuring service targets for tracking case progress|
|Create custom notifications to notify users according to your business requirements.||Creating custom notifications|
Configure approvals for BMC Helix Business Workflows.
|Establish a knowledge base for agents to access reference information easily.||Creating knowledge sets and knowledge templates|
Automate BMC Helix Business Workflows to reduce manual intervention by agents.
|Automating BMC Helix Business Workflows|
|Identify users’ sensitive information as confidential data and grant restricted access to the confidential data.||Designating case data as confidential|
|Enable users to electronically sign documents by using Adobe Sign.||Enabling users to electronically sign documents|
|Add a relationship types when relating cases and users.||Adding a relationship type for users or cases|
Tailor BMC Helix Business Workflows according to the business requirements.
|Tailoring BMC Helix Business Workflows|
Export and import content packages to move customized data in BMC Helix Business Workflows
|Exporting and importing content packages to move customized data between environments|