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| This update includes defect fixes. | |
| This update includes defect fixes. | |
| This update includes defect fixes. | |
| This update includes defect fixes. | |
| This update includes defect fixes. | |
| This update includes defect fixes. | |
| Enhancements - Line of business for data and case management
- Customizable page layouts in PDF document templates
- Spell check in activity notes
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| Enhancements - Knowledge article versioning
- Knowledge article approvals
- Task approvals
- Applying approval mappings to case and task templates
- Using the new Approval Rejected status for cases and tasks in approvals
- Email enhancements
- New notification templates
- Enable users to digitally sign documents by using DocuSign
- Live Chat enhancements
- Ability to add images, tables, and hyperlinks in emails and notification templates
- Tracking activity updates
- Anonymizing agent names in public comments in BMC Helix Digital Workplace Advanced service requests
- Protecting privacy by hiding case view counts from activity notes
- View customization enhancements
- Usability improvements
- Email templates support attachments from Document Library
- Setting up the time zone, and date and time formats in PDF file generation
- Support for special characters in PDF file generation
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| Enhancements - Automatic case initiation from phone systems that are integrated with BMC Helix Business Workflows
- Email communication enhancements
- Templates and qualification builder enhancements
- Knowledge Management improvements
- License Consumption reporting enhancement
- BMC Helix Business Workflows integration enhancements
- Case Dashboard in reporting
- View customization enhancements
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| Enhancements - Live chat with users to resolve user issues faster
- Categorize resolved cases to gain insights and report on the resolution process
- Automate case status transitions for quicker case resolution
- Automatically notify users by using annotations when adding updates in the case Activity feed
- Enhancements to data permissions for enhanced security
- Create service requests in BMC Helix Digital Workplace Advanced from BMC Helix Business Workflows
- Use dynamic groups in templates for categorizing dynamic fields
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| This update includes defect fixes. | |
| Enhancements - Enhanced auditing capabilities for cases and tasks
- View and add related cases and people from within a case
- Add relationships to related cases and persons
- Enhanced user efficiency: Multiple case assignment, watchlist and activity notes template
- Enhancements to the people profile
- Create custom label or case sources
- Accurate service target measurements by defining business time segments
- View the source of a notification message
- Approve cases through emails
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| This update includes defect fixes and an enhancement for sending notifications to external email IDs. | |
| Enhancements - Conditional execution of tasks
- Restrict access to confidential case data
- Automatically generate formatted PDFs for required information
- Automatic case assignment based on location and round robin method
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| Enhancements - The BMC Helix Innovation Suite product is renamed to BMC Helix Platform.
- Ability to configure service targets for tasks
- Notifications to users who do not directly work on records but are related to them like a case assignee's manager
- Centralized repository for documents that can be shared across organizations
- Ability to add dynamic fields to the dynamic field library and consume the dynamic fields in cases and tasks as additional details
- Ability to modify the default lifecycle statuses and transitions
- Automatic case creation for individuals outside of an organization
- Approval enhancements:
- Approval action messages
- Default approval notifications to notify approvers about certain events, for example, case approved, rejected, and so on
- Ability to allow certain number of approvers to approve records
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| Enhancements - Flexibility to create common configurations across companies.
- Filtered Foundation data.
- Enhancements to the Business Workflows connector.
- Assign cases to a support group that is directly related to a Business Unit or Department.
- Enhancements to attachments.
- BMC Helix Business Workflows now supports the following languages:
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| Enhancements - Introduction to the Case Business Analyst functional role that replaces the Case Administrator functional role.
- Simplified method to create custom notifications by defining simpler and fewer parameters.
- Support for BMC Helix Digital Workplace Advanced Advanced. BMC Helix Business Workflows does not support BMC Helix Digital Workplace Advanced Basic.
- Faster approval configuration and support for additional approval scenarios.
- Ability to view the history of a case to gain more insights into which case agent made what changes to a case and when.
- Ability to validate the identity a requester before creating a case.
- Ability to assign or reassign a case to a support group with which an agent is associated, irrespective of the company.
- Ability to manage failed automated tasks to enable a smooth execution flow of automated tasks in a case.
- Ability to view the audit trail and summary of a case in the form of reports.
- Enhanced email configuration that ensures case creation via emails is more flexible and fast.
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| Enhancements - Cognitive capabilities for category and template selection to create cases.
- Ability to raise service requests by sending emails that automatically create and update cases.
- Ability to change case template after saving a case.
- Ability to view tasks from a case template while creating a case.
- Enhanced knowledge article search functionalities for agents to quickly find the required articles.
- Automatic refresh of the progress bar and better handling of the pause condition on the progress bar.
- Ability to view attachments in the Employee's Responses tab of a case.
- Case status Draft is renamed to New.
- Ability to view the origin of a case.
- Notifications for status change and notes added in activity feed of cases and tasks.
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| This update includes enhancements for BMC Helix Business Workflows. - BMC Helix Business Workflows licensing.
- Brazilian Portuguese language support.
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| Enhancements - Integration of BMC Helix Business Workflows with third-party applications.
- Task automation to reduce manual intervention in the execution of tasks and the number of agents that organizations hire to work on cases.
- Enhanced case assignment functionality to enable agents to assign cases to themselves or other agents from the support group related to the case.
- Ability to grant read-only case access to first-line support groups.
- Updates to the progress bar on the Case view to display service-level milestones.
- Support of multiple languages to provide a localized UI to agents.
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| Enhancements - BMC Helix Chatbot provides support to users by interacting through natural language.
- Flowsets enable you to use BMC Helix Business Workflows for different lines of business.
- Task sequencing to guide agents on how to execute the tasks in an order.
- Modern and user-friendly dashboard to view and create reports.
- Case visibility to manage access to cases for agents and support groups.
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