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| Create cases by using the case view and Quick case options. |
Catalog Application Access | Access to BMC Helix Digital Workplace Catalog. |
| Access the Reporting application. |
| Create cases by using the case view or Quick case option. |
| Access records that belong to the manager's company. |
| Configure the application according to the business requirements. |
| Create and publish services in BMC Helix Digital Workplace Catalog. |
AR Foundation Organization Read | Read-only access to Organization data—Service provider, operating organizations, vendor organization, manufacturer, business units, departments, and support groups. |
AR Foundation Categorization Read | Read-only access to Categorization data—Operational, product, resolution, and root cause categories. |
AR Foundation Location Read | Read-only access to Location data—Region, site, and site area. For more information, see Location data. |
AR Foundation Person Read | Read-only access to Person data—Employee, agent, customer, and vendor. |
AR Foundation Geography Read | Read-only access to Geography data—Country, city, postal code, state/province/district, and time zone. |
| Search for relevant knowledge articles, create new articles, or reuse existing knowledge articles when resolving support tickets. These primary support agents can use existing knowledge articles, propose amendments to them, or create new articles where no relevant article already exists. A Knowledge Candidate has the following permissions: - Create new articles and move them to In Progress or Draft status. A Knowledge Contributor, a Knowledge Publisher, or a Knowledge Coach reviews or completes such articles.
- Edit own articles that are in In Progress, Draft, or SME Review status.
- Change status of own articles from In Progress to Draft.
- Flag own articles in Draft, SME Review, or In Progress status.
- Assign own articles to another Knowledge Management user with Knowledge Contributor or above permission. After the assignment changes, a Knowledge Candidate can no longer edit the article.
- Search and view knowledge articles.
- Rate knowledge articles.
- Comment on knowledge articles.
A Knowledge Candidate cannot take ownership of any knowledge narticles. Best Practice: Grant this permission to a user who uses the knowledge base to work with cases. |
| Review, enhance, and complete articles that are created by other users to suit a wider audience. Flag articles that need improvement, and unflag articles after improvement. They also create and validate articles. Knowledge Contributors have a detailed understanding of the target audience and the content standards. A Knowledge Contributor has the following permissions: - All permissions of a Knowledge Candidate
- Edit own articles that are in In Progress or Draft status.
- Change status of articles to Canceled.
- Approve internal publishing of an article.
- Retire internally published articles.
- Take ownership of knowledge articles.
A Knowledge Contributor can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to advanced users who can create, modify, or review knowledge articles, and can publish articles to a specific audience, usually the internal users. |
| Publish content to an external audience. Knowledge Publishers are advanced users who have proper understanding of modifying the published content, define priority information, and understand the copyright and trademark laws as defined by their organization. A Knowledge Publisher has the following permissions: - All permissions of Knowledge Candidate.
- All permission of Knowledge Contributor.
- Approve external publishing of an article.
- Retire externally published articles.
A Knowledge Publisher can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to advanced users who have the authority to publish articles to external users. |
| Monitors, maintains, and improves the knowledge health of an organization by guiding users to adopt good knowledge management processes. A Knowledge Coach performs the following tasks: - Helps individuals develop their knowledge skills, and guides and influences them to adopt good knowledge management processes.
- Monitors and maintains the knowledge health of the organization.
- Access the Knowledge Management configuration items to configure knowledge sets, templates, and styles as per the business requirements.
A Knowledge Coach has the following permissions: - All permissions of Knowledge Candidate, Knowledge Contributor, Knowledge Publisher, and Knowledge Administrator.
- Cancel knowledge articles.
A Knowledge coach can take ownership of articles created by other users, can be the article assignee, and can change the assignments. Best Practice: Grant this permission to an advanced user who can be a mentor to other users for their development of Knowledge Management competencies. |
| Configures the knowledge sets, templates, and styles according to the business needs. These permissions are given out-of-the-box only to the Knowledge Coach functional role. |
| Read-only access to SLA progress bar on the case view and team performance data. |
| Read-only access to company-specific configuration data like data source and service targets. |
| Read and write access to company-specific configuration data. |
| Read and write access to tasks assigned to the agent's support groups. |
| Read and write access to all tasks and templates. |
| Read and write access to all tasks and templates. |
| Setup and maintain approval processes. |
| Create Flowsets for various line of business in the administrator's organization. |
| Create or modify reports. |
| Read access to case and task status. |
| Read and write access to activity feeds. |
| Access to configured email IDs, and acknowledgement and email templates to send emails from a case. |
| Receives notification for an event that a case business analyst configures. |
| Access to the training data that an administrator configures. This data is used while predicting case templates and categories for creating a case. |
Notification Administrator | Configure notification events, templates, and processes. |
| Maps a configured data set to a company, and enable category and template prediction. |
Email Config Administrator | Configures an email ID, and associates acknowledge and email templates to it. |