BMC Helix Digital Workplace overview

BMC Helix Digital Workplace is a solution that helps make it easier and faster for employees to find the information they need so that they can focus on more strategic work. It presents the services from different lines of business into a single-click, intuitive storefront. Employees can interact with internal service providers (IT, HR, Facilities, Legal and Finance) in a modern way and get their request fulfilled anytime, anywhere. Its intelligent, omni-channel, multi-lingual conversational experience results in an effective consumption of self-service when it is most needed.  

Product overview

The following video (5:22) provides an overview of key capabilities of BMC Helix Digital Workplace and the product components: 

Watch the YouTube video about BMC Helix Digital Workplace product overview

Product roles

The following table lists the roles for each component of and their key responsibilities:

•  Roles to work in the BMC Helix Digital Workplace administration console

  Role	Key responsibilities	Reference
  Super administrator	Configure BMC Helix Digital Workplace for internal and external users Configure catalog and subcatalogs Create and manage subtenants in an organization	User goals and features
  BMC Helix Digital Workplace administrator	Set up end user features Enable product capabilities Set up external users Analyze user activities	User goals and features  Administering BMC Helix Digital Workplace
  This capability is available with BMC Helix Digital Workplace Advanced and external user license: BMC Helix Digital Workplace external administrator	Activate, deactivate, or reactivate external users Rebrand external user portal Analyze external user activity	Administering an external BMC Helix Digital Workplace portal

•  Roles to work in BMC Helix Digital Workplace Catalog

  Role	Key responsibilities	Reference
  BMC Helix Digital Workplace Catalog  administrator	Create a service catalog The following capabilities are available with BMC Helix Digital Workplace Advanced and external user license: Define workflows for conditional questions  Create promotional banners Entitle users to request services Generate reports of service utilization	User goals and features  Setting up user accounts and granting access to BMC Helix Digital Workplace Catalog
  Administrator for internal suppliers	Create and import services in the subcatalog Approve and publish services to end users	Catalog roles and permissions
  Internal supplier	Create and import services in the subcatalog Entitle end users to request services	Catalog roles and permissions
  Embedded supplier	The following capability is available with BMC Helix Digital Workplace Advanced license: Create services specific to BMC Helix Business Workflows	Catalog roles and permissions
  Asset manager	The following capability is available with BMC Helix Digital Workplace Advanced license: Manage virtual marketplaces	Catalog roles and permissions
  Agent	Investigate the status of service requests Answer queries by end users about the status of their requests	Catalog roles and permissions

•  Roles to work in BMC Helix Digital Workplace end-user console and external portal

  The external portal is applicable to BMC Helix Digital Workplace Advanced and external user license:

  Role	Key responsibilities	Reference
  End user	Find knowledge articles Submit service requests Specify notification preferences Find locations Set calendar appointments	Not applicable
  External user (users that are not internal to your organization)	Find knowledge articles Submit simple service requests Specify notification preferences	Portal for external users

Product features for end users

Omni-channel approach to submit service requests

The following capability is available with BMC Helix Digital Workplace license and after you purchase BMC Helix Virtual Agent separately: 

BMC Helix Virtual Agent and Live Chat are BMC chat applications that help users to interact in a conversational interface to resolve their issues. End users can use natural language, find knowledge articles, or submit requests. They can also interact with agents in BMC Helix Business Workflows and BMC Helix ITSM: Smart IT to resolve their queries.

For more information, see Embedding the chatbot icon.

The following image shows how Britney interacts with the chatbot in BMC Helix Digital Workplace to get the guest WiFi credentials:

Single or multi-service requests

End users can add services to cart and request them later or click Request Now to immediately start the system process to resolve their request.

For more information, see Submitting service requests

Unified service catalog

BMC Helix Digital Workplace Catalog is a single pane of glass for end users to find the following self-service resources: 

• Knowledge articles
• Services delivered internally or by third-party vendors
• IT requests
• Context services such as location services

For more information, see Enhanced catalog

The following image is an example of a unified service catalog: 

End-user experience in integrating BMC Helix Digital Workplace with other BMC products

BMC Helix Digital Workplace primarily caters to your employees by empowering their productivity and engagement as individuals and in a team. You can integrate with other BMC products to leverage the following key capabilities available for end users:

Learn more

The documentation helps both new and experienced users implement and use this product. In the documentation, the following icons distinguish the capabilities for BMC Helix Digital Workplace Advanced and External users: 

—BMC Helix Digital Workplace Advanced license features

—BMC Helix Digital Workplace External users license features

Based on your role, the following sections of the documentation are recommended: