Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

BMC Helix Business Workflows overview

BMC Helix Business Workflows is a cloud-native, case management solution for different lines of business such as Facilities, Travel, Legal, HR, and so on. Resolve and manage cases faster by using modern and simple ways to create, resolve, and monitor cases.

Related topics

Core capabilities

The following image shows the core capabilities of BMC Helix Business Workflows that make it a modern case management solution:

22_1_05_OrientationCoreCapabilities.jpg


Overview video

The following video (4:48) gives an overview of BMC Helix Business Workflows:


icon_play.png https://youtu.be/v15TO4JT9ck


Product roles

BMC Helix Business Workflows provides the following primary roles:

  • Case agent
  • Case manager
  • Case business analyst

The following image lists the key responsibilities of each role:

22_1_05_OrientationPrimaryRoles.jpg

Additional functional roles can be assigned to these roles to perform actions and tasks in BMC Helix Business Workflows. Learn more about roles in Roles-in-BMC-Helix-Business-Workflows.

Learn more

The following table lists key goals of primary roles and provides corresponding links to the documentation:

Product role

Goal

Where to go

Case Agent

  • Create cases for user issues.
  • Work on cases by performing different actions on them.
  • Learn about responsibilities and permissions of a case agent.

Case Manager

  • View reports and analyze the performance of the team.
  • Learn about responsibilities and permissions of a case manager.

Case Business Analyst


  • Customize the flow of cases for different lines of business, and create processes to handle cases and tasks to resolve cases.
  • Create rules that automatically perform an action. For example, you can create a rule that automatically retires knowledge articles.
  • Configure UI views by adding and removing fields and changing the branding.
  • Add or modify configurations that suit your requirements. For example, you can create templates for an HR support group specific to your company.
  • Create templates for cases, tasks, emails, and notifications.
  • Configure approvals for cases, tasks, and knowledge articles.
  • Integrate BMC Helix Business Workflows with other applications by using connectors.
  • Learn about responsibilities and permissions of a case business analyst.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*