Product overview

BMC Helix Business Workflowsis 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. 

With the integration of HelixGPT-powered AI Agents, BMC Helix Business Workflows delivers intelligent automation and conversational experiences. Agents can generate structured case summaries, resolution descriptions, and knowledge articles, predict templates and categories, and even resolve cases from emails. This enhances productivity, consistency, and customer satisfaction.

Related topics

User interface overview

Setting up and going live

Overview video

The following video (4:10) gives an overview of BMC Helix Business Workflows:

icon_play.png https://youtu.be/QxhZUG01qHg

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To view all videos for the product, go to the YouTube playlist.

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User roles

BMC Helix Business Workflowsprovides the following primary roles:

  • Case agent
  • Case manager
  • Case business analyst

The following image lists the key responsibilities of each role:

image-2025-2-5_14-31-59.png

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.

 

Product features

The following table shows the features of BMC Helix Business Workflows:

Feature

Description

Intelligent service delivery

Simplify the service experience with a comprehensive service catalog.

HelixGPT-powered intelligenceUse AI agents such as Service Collaborator and Knowledge Curator to generate case summaries, resolution descriptions, predict templates, translate articles, resolve cases from emails, and generate knowledge articles.

Comprehensive case management

Resolve customer issues effectively through case templates and out-of-the-box content packages.

Integration with other applications

Integrate with BMC and third-party applications for a seamless experience.

Knowledge management services

Create and maintain knowledge articles with real-time language translation and KCS v6 verification.

Omni-channel engagement

Enable case agents to work from anywhere through virtual agents and chatbots.

Drag-and-drop workflow creation

Create custom workflows to meet business requirements by automating manual processes.

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

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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.

 

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