Configuring BMC Helix Business Workflows
After BMC Helix Business Workflows is deployed, as a case business analyst, you can configure the product according to your business requirements.
The following table lists the topics that provide more details about configuring the product:
| Action | Reference |
|---|---|
Create case and task templates, and add dynamic fields to the templates. Case agents can use these templates to create cases and add tasks to cases. | Creating case templates and task templates |
| Define a task flow for a case template to specify the required tasks and define the order in which they must be executed. | Defining task flows in a case template |
| Create a copy of a case or task template so that you can modify the same template for different companies. | Creating a copy of a case or task template |
| Create activity note templates so that case agents can use these templates while adding activity notes to a case, task, or person profile. | Creating activity note templates |
| Configure and set up an email ID for your company so that users can send emails to the email ID to raise requests and cases are created automatically. | Enabling automatic case creation from emails |
| Enable the identity validation feature to verify a requester's identity before case agents create cases. | Enabling requester identity validation |
| Display only the relevant Foundation data for use in the product by filtering the data. | Filtering Foundation data by using domain tags |
Add documents to the document library so that the documents are stored in a single location. After adding a document, you can provide read access of the document. | Adding and granting access to attachment documents |
| Add dynamic fields related to a case or task to the dynamic field library. While creating a case or task, case agents use the fields for additional information about the case or task. | Adding dynamic fields for storing additional case information |
| Create custom lifecycles for records that suit the processes of your company. | Modifying the lifecycle of cases, tasks, and knowledge articles |
| Create case sources and labels so that case agent use these sources and labels while creating cases. | Adding custom selections to label or case source menus |
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