Automating BMC Helix Business Workflows
While working with cases, case agents need to manually perform multiple, time consuming actions. These actions can be routine and simple, and automating these actions can save time for the case agents.
Consider the following examples where case agents have to manually perform certain actions:
- Frequent tasks—A common case like PTO request has a task that verifies the number of leaves available for an employee. Because this case and task occur frequently, it is important to automate the task so that the case agent does not have to spend time on verifying the number of leaves available manually.
- Case assignment—Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, it is important to create default assignments for cases so that the case agent does not have to spend time on assigning the cases manually.
BMC Helix Business Workflows enables a case business analyst to automate the manual actions by performing certain configurations. The configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.
The following table lists the actions that you can take to automate the product and the corresponding documentation links:
|Automate the flow of cases for different lines of business.||Creating a Flowset for a line of business|
|Create automated tasks to reduce manual intervention by agents.||Automating tasks for quicker case resolution|
|Define assignment mappings for automatic assignment of cases.||Configuring automatic case assignments|
|Provide default read-only access to support groups.||Configuring default access for cases|