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Automating BMC Helix Business Workflows

While working with cases, case agents need to manually perform multiple, time consuming actions. These actions can be routine and simple, and automating these actions can save time for the case agents.

Consider the following examples where case agents have to manually perform certain actions:

  • Frequent tasks—A common case like PTO request has a task that verifies the number of leaves available for an employee. Because this case and task occur frequently, you can automate the task so that the case agent does not have to spend time on verifying the number of leaves available manually.

  • Case assignment—Every time a case agent creates a case, the case agent has to manually assign the case to a support group or an assignee. Because this task occurs frequently, you can automate assignments for cases so that the case agent does not have to spend time on assigning the cases manually.

BMC Helix Business Workflows enables a case business analyst to automate the manual actions by performing certain configurations. The configurations ensure that when a case is created, the values that are defined in the configurations are automatically applied to the case.

The following table lists the actions that you can take to automate the product:

Action

Reference

Automate the flow of cases for different lines of business.

Create automated tasks to reduce manual intervention by agents.

Define assignment mappings for automatic assignment of cases.

Automate the tasks of changing the status or assignment of a record to reduce the manual effort of case agents.

Configure automated status transition for cases to change their status automatically.

Configure user phone systems so that when case agents receive calls from a configured phone system, Quick Case opens automatically with pre-populated user details.

Enable automatic resolution of cases on completion of the last task so that cases are resolved automatically.

Automate tasks to use RPA bots by using the Automation Anywhere connector.

Learn about the specific Process Designer elements that are used in BMC Helix Business Workflows.

Automate dynamic field updates by using the Get Dynamic Data or Update Dynamic Data elements.

Automate case activity updates by using the Add Social Post, Add Ticket Post By Rec Def elements.

 

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