This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the current version, select 20.08 from the Product version menu.

BMC Helix Business Workflows architecture

BMC Helix Business Workflows is a cloud-native, case management solution for lines of business. The solution enables organizations to define and automate case resolution through workflows, offers a service catalog to end users, and manages and resolves cases across lines of business.  

The architecture for BMC Helix Business Workflows consists of the following components:

Case Management

The Case Management application provides a modern and simplified user experience to create cases, work on tasks to resolve cases, and provide reporting capabilities for business managers.

BMC Helix Chatbot Open link

A conversational interface that communicates with the user in a natural language to create service requests or cases, check the status of service requests, or search for knowledge articles.
Knowledge ManagementA framework for creating, publishing, reviewing, and searching knowledge articles, to provide agents with a knowledge base of easy-to-find solutions and to provide self-service search options.

Quick start for BMC Helix Digital Workplace Catalog users Open link

BMC Helix Digital Workplace Catalog provides an intuitive experience to create and publish services, select a service to raise requests from the BMC Helix Digital Workplace Advanced client application, and review services from BMC Helix Business Workflows.

Service Level Management

Service Level Management (SLM) enables business analysts to implement service level agreements for case resolution. 


Notifications help provide regular updates on progress of the case, which in turn can improve the quality of services and reduce the time required to resolve these cases.
Task ManagementThe Task Management Service helps business analysts to create, execute, and manage tasks to resolve cases. Tasks are child records of cases that split the cases into individual assignments to enable agents to focus on one assignment at a time and achieve the required results. 

BMC Helix Business Workflows uses the Approval service in BMC Helix Platform to configure approvals for cases.


BMC Helix Business Workflows enables you to automatically assign cases by mapping the case category and case priority to a support group or individual.

BMC Helix Digital Workplace Open link

BMC Helix Digital Workplace Advanced is a modern, self-service application that uses location, roles, and preferences to guide employees to the answers, service, and resources they need to be more productive. It enables interaction with an intuitive, user-centric, self-service portal that allows users to contact the service desk and track existing requests via collaborative timeline.

BMC Helix Platform Open link

BMC Helix Platform is a platform that helps you to create and automate business processes for BMC Helix Business Workflows without learning a programming language or complex development tools.

BMC Helix Integration Service Open link

BMC Helix Integration Service enables users to easily design and automate event-driven tasks across applications. Administrators can use the out-of-the-box connectors or build their own custom connectors to integrate BMC Helix Business Workflows with other applications.

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