User goals and features

Work fast and with high quality.

• Work fast with templates for common cases and tasks.
• Deliver high quality information by using or creating consistently structured and formatted knowledge templates.
• Use activity feeds to share or use information specific to cases, tasks, and knowledge articles.

Task-Management

Deliver a great case management experience to users by logging service requests quickly and effectively, and validating a requester.

• Create cases by using the Create Case page or Quick case option.
• Use the Create Case page when the requester has provided all the details for the case.
• Use Quick case if the user raises the request via a phone call.
• Validate the requester before creating a case to ensure that the requester is an actual employee and not a fraudulent person.

Case-creation-options

Resolve cases systematically and automatically.

• Create new or use existing tasks as individual assignments in cases and work on them.
• Use automated tasks to focus on other critical tasks.

Updating-tasks-and-tracking-progress

Build a knowledge base to which all users in a company can refer.

• Create knowledge articles that contain reference information about existing issues or policies in a company.
• Resolve cases quickly and strengthen the company's knowledge base by using accurate and structured articles.

Developing-knowledge-articles

Communicate with the requester of a case or other agents from a case.

• Send emails to the required recipients from a case to request for more information about a case or to share information about a case.
• Use predefined email templates to compose an email and save time that is spent on drafting emails for each case.

Communicating-case-updates

Narrow down the article search results to find the required article quickly.

• Use available filters to narrow down the articles that are displayed in the search results and quickly find the required article related to a case.

Providing-feedback-for-improving-the-quality-of-knowledge-articles

Manage teams, analyze their performance over time, and take necessary actions on areas that need more focus.

• Access reports that provide the following details specific to support teams:
  • Number of cases created by a team or a team member
  • Number of articles created by an individual
  • Time spent by each team to work on the service targets attached to cases

Viewing-dashboards-and-reports

Implement process improvements.

• Create Flowsets to define the flow of cases for a line of business.
• Use the customized processes in Flowsets for validation, status transition, auto-assignment, approvals, notifications, and data access.

Creating-a-Flowset-for-a-line-of-business

Enable case agents to validate the identity of a requester.

Enable identity validation in case templates so that when case agents use the templates to create cases, they validate the requesters before creating cases.

Enabling-requester-identity-validation

Notify different users in a company about certain events that are not provided out-of-the-box.

Creating-custom-notifications

Define when an approval should be triggered and how it should execute for a case.

Create approval processes based on the type of approval that a case requires. Also, create an approval mapping that determines the case status that should trigger the approval and the status to which the case transitions after an approval outcome.

Configuring-case-and-task-approvals

Enable users to send emails to raise service requests.

Enabling-automatic-case-creation-from-emails

Track incoming emails to ensure that they are processed. If required, reprocess unsuccessful incoming emails.

View all incoming emails in the Incoming Email Messages console. Select the unprocessed emails, and click Reprocess.

Tracking-and-reprocessing-incoming-emails

Maintain the Digital Service application and look for ways to translate innovative ideas into solutions.

Integrating-BMC-Helix-Business-Workflows-with-other-applications

Understand the changing business needs, convert them into functional requirements, and align the application with business needs.

Tailor and configure the application as per business needs of a company.

For example, case business analysts can create templates specific to a support team in a company, automate routine or simple tasks, or configure default read access for cases.

Creating-and-updating-case-and-task-templates

Create knowledge sets and templates for based on the company's requirements.

Create knowledge sets and templates that are specific to a company. Agents in the company can use the templates to create knowledge articles.

Creating-knowledge-sets-and-knowledge-templates

Use the same case or task template for different companies based on their requirements.

Create a copy of a case or task template, and modify it according to the requirements.

Copying-a-case-or-task-template

Enable case agents to gather additional information about a case or task while working on the case or task.

Create dynamic fields that case agents can use to gather additional information about a case or task.

Adding-dynamic-fields-for-storing-additional-case-information

Store documents related to a case or task in a single location so that agents can easily access the documents and add the required document to the case or task.

Add documents to the document library and also provide read access to the document.

Adding-documents-to-Document-Library

Transition records such as cases, tasks, and knowledge articles through a lifecycle that suits a company's processes.

Modify the default lifecycle of cases, tasks, and articles by adding or deleting a status, status reason, transition, and changing the status label.

Modifying-the-lifecycle-of-cases-tasks-and-knowledge-articles

Add dynamic fields to cases and tasks.

Adding-dynamic-fields-for-storing-additional-case-information

Add extension record definitions.

Generating-extension-record-definitions-and-populating-the-extension-fields

Migrate existing dynamic fields to extension fields.

Migrating-dynamic-fields-to-extension-fields

Enabling-automatic-case-creation-from-BMC-Helix-Digital-Workplace-Advanced-service-requests