This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Enabling self-service in your organization

By using BMC Helix Digital Workplace, end users can solve problems themselves. This means a reduction in the number of submitted incidents, HR cases, and support tickets. To help end users navigate through BMC Helix Digital Workplace, administrators and support staff can create knowledge articles, add links to online product documentation (internal or external), troubleshooting tips, tutorials, and videos. End users can access these resources through search (in the Global search panel or from the Catalog tab) or from the profile of an asset or service.

The following image shows the resources that help an end user resolve an issue faster:

Resources  such as knowledge articles and tutorials  an end user resolve an issue faster

Best practice

As an administrator, you can configure BMC Helix Digital Workplace Catalog to display relevant services with the knowledge articles. End-users feel more confident about turning to self-help resources when they know that help is only a click away.

The following capabilities are available withBMC Helix Digital Workplace Advanced.

BMC Helix Digital Workplace provides an intuitive experience for end users to search for locations and assets, such as conference rooms, offices, and printers. BMC Helix Digital Workplace is context- and location-aware, enabling end users to find nearby resources, follow resource status updates, and update resource status to help other users.

From a mobile device or a web browser, end users can easily perform self-service tasks, such as:

  • Requesting services or bundles.
  • Checking in to locations.
  • Finding floor maps.
  • Finding assets and adding them to rooms.
  • Reserving rooms.
  • Giving feedback on and rating knowledge articles.


Scenario: Resources for new employees

Irene recently joined the company. She was given access to the corporate intranet and has downloaded the BMC Helix Digital Workplace application. However, she is having trouble finding her way around the intranet and cannot locate the onboarding PDFs that her new manager suggested for her to read.

Using BMC Helix Digital Workplace, she browses How-To resources and quickly finds the link to the page that contains the PDFs for new hires.

Scenario: Provision software and a new email account

This scenario is applicable for BMC Helix Digital Workplace Advanced.

Jill recently started to manage a high-profile project for a new team. She needs Microsoft Visio to create process diagrams. She also wants a separate email account to communicate about this project. She searches the catalog in BMC Helix Digital Workplace for Visio and submits a request. No approvals are required for this software request. Before long, the BMC Client Management Agent installs the software on her laptop. Jill also opens a request in BMC Helix Digital Workplace for a Microsoft Office 365 email account. She answers a few questions to specify the email address, password, and other details for the account. When the account is generated, Jill receives a notification message.

Scenario: From a knowledge article, submit a service request to configure Microsoft Office 365

This scenario is applicable for BMC Helix Digital Workplace Advanced.

Britney is a new employee who wants to configure Microsoft Office 365 Teams on her personal mobile device. She searches the BMC Helix Digital Workplace Catalog and find the Configuring MS Office 365 knowledge article. The article also has the Request to configure MS Office 365 on Android and iOS devices service associated with it. 

Britney requests the service Request to configure MS Office 365 on Android and iOS devices in the context of the knowledge article. 



Example of efficient service requesting

This video demonstrates how a catalog administrator creates the Request full computer system bundle in BMC Helix Digital Workplace Catalog. If new employees join the company, they can easily request the needed equipment from the Catalog tab in BMC Helix Digital Workplace. 



 https://youtu.be/wRRhKQjtGJw



Example of providing knowledge articles and reviewing their effectiveness

This video demonstrates how a BMC Helix Digital Workplace administrator enables the knowledge articles feature and creates knowledge articles in Smart IT. End users can also provide their feedback and rating on the knowledge articles. Administrators can view the feedback in BMC Helix ITSM and assess the effectiveness of the knowledge articles. Such feedback helps provide an efficient end-user experience.



 https://youtu.be/iNTsL43GMGk

For detailed information about how to enable providers and the list of providers available in BMC Helix Digital Workplace, see List of providers.

For more information about knowledge articles, see Learning about Knowledge Management

To configure the RKM pluggable provider, see Setting up self-help resources.

For more information about how BMC Helix ITSM administrators can get end-user feedback on knowledge articles, see Out-of-the-box BMC Knowledge Management reports and dashboard.


Example of Finding locations and floor maps, adding assets, and reserving rooms

This example is applicable for BMC Helix Digital Workplace Advanced.

The following video highlights the location awareness feature of BMC Helix Digital Workplace.  


 https://youtu.be/T9Y3WC_K_sg

For more details about the reservation option, see Enabling room reservations.



Workflow for enabling services for end users

The following diagram illustrates how knowledge articles and other resources can be made available to end users for self-service:

The following diagram illustrates how services can be made available to BMC Helix Digital Workplace Advanced end users for self-service:



Where to go from here

ActionReference
If you want to provide resources to enable self-service.

If you want to include catalog entries for provisioning resources.

If you want to provide information about enabling capabilities to support location awareness

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