Providing self-help resources to your end users
Self-service resources
BMC Helix Digital Workplace supports several self-help resources, including some of the self-help resources shown in the following image:
To view the entire list of self-help resources for end users, see License-types-and-features.
Scenarios
As an administrator, you configure multiple self-service resources depending on your business requirements. The following scenarios provide an example of configuring some of the self-help resources:
Important
These scenarios apply to 
BMC Helix Digital Workplace Advanced.
- Scenario: Enable end users to submit a service request from a knowledge article
- Scenario: Enable end users to book help desk appointments
- Scenario: Enable end users to reserve a conference room
Scenario: Enable end users to submit a service request from a knowledge article
Apex Global has implemented BMC Helix Knowledge Management by ComAround as its knowledge provider.
- Allen, the administrator, wants to enhance the self-service experience of end users by having them submit service requests from a knowledge article. Allen completes the configuration steps as described in Enabling-end-users-to-request-services-from-knowledge-articles.
- Britney is a new employee who wants to configure Microsoft Office 365 Teams on her personal mobile device. She finds 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 Request to configure MS Office 365 on Android and iOS devices service in the context of the knowledge article.
Scenario: Enable end users to book help desk appointments
Petramco has recently onboarded two in-house doctors, a general practitioner and a gynecologist, at its India location for the benefit of its employees.
- Allen, the administrator, wants end users to be able to book appointments with the doctors as required. Allen sets up a calendar for the two doctors and specifies their unavailability, for example, on weekends and public holidays. He follows the instructions in Setting-up-help-desk-appointments to complete the configuration.
- Sara, one of the employees, feels unwell in the office and decides to visit the in-house doctor. She books an appointment with one of the doctors for the same day and includes details of her symptoms This process saves Sara's time in checking the doctor's availability. It also gives the doctor a heads-up of the upcoming appointment.
Scenario: Enable end users to reserve a conference room
Apex Global has recently bought a larger office space in its existing building and added new conference rooms. Allen, the administrator wants end users to be able to reserve the new conference rooms via BMC Helix Digital Workplace.
- Allen adds the new conference rooms to floor maps and locations by following the instructions in Enabling-room-reservations.
- Pete, a manager, wants to book a conference room for his team of 12 people. He visits the end-user console, selects one of the newer conference rooms with the desired capacity, and books it for an appropriate time slot.
The following video highlights the location awareness feature of BMC Helix Digital Workplace.
Where to go from here
Action | Reference |
|---|---|
To set up self-help resources | |
| |
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To configure location services