Configuring a line of business

Configure application configurations for your line of business.

Defining-application-configurations-for-your-line-of-business

Configure an email profile for your line of business.

Configuring-a-custom-process-for-an-outgoing-email-profile

Create new content use cases and modify existing ones to suit your business requirements.

Creating-and-reusing-out-of-the-box-content-use-cases-for-lines-of-business

Create templates so that case agents can use the predefined formats while creating cases and tasks.

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

Create and update checklists to add to case templates.

Creating-and-updating-checklist-templates

Provide default case access to support groups based on the field values of company, flowset, case category tiers, priority, and so on.

Configuring-default-access-for-cases

Work with dynamic, custom, and extension fields.

Working-with-dynamic-custom-and-extension-fields

Define users' sensitive information as confidential data and restrict access to the confidential data.

Designating-case-data-as-confidential

Creating-and-updating-schedules-for-recurring-maintenance-cases

Automating-BMC-Helix-Business-Workflows

Configure service targets to attach milestones to cases so that agents can track the progress of cases.

Configuring-service-targets-for-tracking-case-progress

Create custom notifications for users.

Creating-custom-notifications

Configuring-case-and-task-approvals

Generate PDF documents for information that is requested by users.

Defining-document-templates-and-generation-of-PDFs

Add and manage documents in the Document Library

Adding-documents-to-Document-Library

Modify the lifecycle of cases, tasks, and knowledge articles to make it more specific to a line of business.

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

Enable users to send emails to request services and enable automatic case creation for the user requests.

Enabling-automatic-case-creation-from-emails

Track incoming emails and learn how to reprocess the emails that had errors and are not received. 

Tracking-and-reprocessing-incoming-emails

Learn how to extend out-of-the-box configurations to customize data and processes.

Extending-BMC-Helix-Business-Workflows

Reprocess and resolve application errors from the Application errors console.

Resolving-application-errors

Define task stages that case agents can leverage for ad-hoc tasks for a line of business.

Defining-stages-for-tasks