21.3 enhancements preview

Preview the BMC Helix Business Workflows 21.3 enhancements for upcoming features that will benefit your organization and to understand changes that might impact your users.

Important

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

Customize views for lines of business

As a case business analyst, customize the views for cases and tasks according to the business requirements for your lines of business. You can create multiple views but activate only a single view for your line of business.

Reuse content use cases for lines of business

As a case business analyst, create copies of the out-of-the-box content use cases in the same environment and reuse the use cases for multiple lines of business. All related objects and configuration data are also copied with the content use case to the target line of business for reuse.

One-click status update

As a case agent, change the status of a task to In Progress or Complete in a single click in the Case view without navigating to the Task view.

Out-of-the-box CSAT Metrics dashboards

The CSAT metrics dashboards for line of business, assigned groups, and agents are available out of the box in BMC Helix Dashboards.

Automatic task assignment

As a case business analyst, configure automatic task assignments so that when tasks are activated, they are automatically assigned to agents.