Configure BMC Helix Business Workflows after loading data
System configuration includes multiple stages. The following table provides a logical sequence to set up your BMC Helix Business Workflows system.
| Action | Role | Reference |
|---|---|---|
Basic system configuration | ||
Complete post upload data configuration. | Administrator | Loading foundation data for BMC Helix Business Workflows |
Define case and task templates to simplify case creation for agents. | Case Business Analyst | Creating case templates and task templates |
Configure the system to create cases for emails sent by employees and external users. | Case Business Analyst | Enabling automatic case creation from emails |
Configure service targets to track progress on cases and ensure they meet required service level targets. | Case Business Analyst | Configuring service targets for tracking case progress |
| Create knowledge sets to logically group knowledge article templates, and knowledge templates to use when creating Knowledge articles. | Business Analyst | Creating knowledge sets and knowledge templates |
Share files across BMC Helix Business Workflows by adding them to the document library. |
| Adding and granting access to attachment documents |
| Add dynamic fields to the dynamic field library to use in a case template or task template | Case Business Analyst | Adding dynamic fields for storing additional case information |
Configure BMC Helix Business Workflows to automate routine tasks | ||
Create flowsets to automate case flows for different lines of business. | Case Business Analyst | Creating a Flowset for a line of business |
Automate routine tasks for faster case resolution. | Case Business Analyst | Automating tasks for quicker case resolution |
Configure auto-assignment for cases based on multiple criteria. | Case Business Analyst | Configuring automatic case assignments |
Configure approval processes for cases. | Case Business Analyst | Creating approval mappings |
Enable default read-only access for agent support groups. | Case Business Analyst | Configuring default access for cases |
Integrate BMC Helix Business Workflows with other BMC applications | ||
Leverage the cognitive capabilities available with BMC Helix Platform to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case. | Administrator | Leveraging cognitive capabilities in BMC Helix Business Workflows |
Automatically create cases for case agents in BMC Helix Business Workflows from your employees' service requests that were submitted in the BMC Helix Digital Workplace Advanced client application. | Administrator | Enabling automatic case creation from BMC Helix Digital Workplace Advanced service requests |
Configure the system to work with BMC Helix Chatbot to enable BMC Helix Digital Workplace Advanced users to create tickets using the Chatbot. | Administrator | |
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