BMC Helix Business Workflows architecture
BMC Helix Business Workflows is a cloud-native, case management solution for lines of business. The solution enables organizations to define and automate case resolution through workflows, offers a service catalog to end users, and manages and resolves cases across lines of business.
The following image shows the architecture of BMC Helix Business Workflows:
The architecture for BMC Helix Business Workflows consists of the following components:
Component | Description |
|---|---|
BMC Helix Digital Workplace Advanced is a modern, self-service application that uses location, roles, and preferences to guide employees to the answers, service, and resources they need to be more productive. It enables interaction with an intuitive, user-centric, self-service portal that allows users to contact the service desk and track existing requests via collaborative timeline. | |
BMC Helix ITSM is used to manage people data for BMC Helix Business Workflows. | |
Live Chat is used to assist users to resolve their requests through chats. | |
You can use existing Foundation data from your BMC Helix ITSM system, or you can upload fresh data into BMC Helix ITSM. | |
Action Request System enables you to automate many business processes without learning a programming language or complex development tools. | |
You can configure BMC Helix Business Workflows to automatically create cases when emails are sent to request for services. | |
BMC Helix Business Workflows leverages the BMC Helix Innovation Suite Cognitive Service to take the advantage of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case. | |
A framework for creating, publishing, reviewing, and searching knowledge articles, to provide agents with a knowledge base of easy-to-find solutions and to provide self-service search options. | |
Notifications in BMC Helix Business Workflows provide real-time notifications, flexibility to add recipients, and ability to record details. | |
In BMC Helix Business Workflows, approvals can be configured for cases, tasks, and knowledge articles to move through the lifecycle of the records. | |
In BMC Helix Business Workflows, case reports, knowledge management reports, and service level management reports to help monitor the progress of cases and knowledge articles. | |
BMC Helix Innovation Suite | BMC Helix Innovation Suite is a platform that helps you to create and automate business processes for BMC Helix Business Workflows without learning a programming language or complex development tools. |
With BMC Helix Integration Service, you can design and automate event-driven tasks across applications. | |
A conversational interface that communicates with the user in a natural language to create service requests or cases, check the status of service requests, or search for knowledge articles. |