Setting up a line of business
BMC Helix Business Workflows provides out-of-the box configurations to get started with the product. As a case business analyst, you can set up the product according to your line of business such as Facilities, Travel, and Legal. You can create templates, automate various processes and tasks, set service targets, define custom notifications, and so on. You can also modify the lifecycle of cases, tasks, and knowledge articles.
Action | Reference |
|---|---|
Create templates so that case agents can use the predefined formats while creating cases and tasks. | |
Automate BMC Helix Business Workflows to save time and effort taken by case agents. | |
Configure service targets to attach milestones to cases so that agents can track the progress of cases. | |
Create custom notifications for users. | |
Configure approvals for BMC Helix Business Workflows. | |
Generate PDF documents for information that is requested by users. | |
Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business. | |
Enable case agents to reopen cases for a certain number of days. | |
Enable users to send emails to request services and enable automatic case creation for the user requests. |