Configure BMC Helix Business Workflows after loading data
System configuration includes multiple stages. The following table provides a logical sequence to set up your BMC Helix Business Workflows system.
Action | Role | Reference |
|---|---|---|
Basic system configuration | ||
Complete post upload data configuration. | Administrator | |
Define case and task templates to simplify case creation for agents. | Case Business Analyst | |
Configure the system to create cases for emails sent by employees and external users. | Case Business Analyst | |
Configure service targets to track progress on cases and ensure they meet required service level targets. | Case Business Analyst | |
Create knowledge sets to logically group knowledge article templates, and knowledge templates to use when creating Knowledge articles. | Business Analyst | |
Share files across BMC Helix Business Workflows by adding them to the document library. |
| |
Add dynamic fields to the dynamic field library to use in a case template or task template | Case Business Analyst | |
Configure BMC Helix Business Workflows to automate routine tasks | ||
Create flowsets to automate case flows for different lines of business. | Case Business Analyst | |
Automate routine tasks for faster case resolution. | Case Business Analyst | |
Configure auto-assignment for cases based on multiple criteria. | Case Business Analyst | |
Configure approval processes for cases. | Case Business Analyst | |
Enable default read-only access for agent support groups. | Case Business Analyst | |
Integrate BMC Helix Business Workflows with other BMC applications | ||
Leverage the cognitive capabilities available with BMC Helix Platform to use the advantages of Artificial Intelligence (AI) and Machine Learning (ML) while creating or updating a case. | Administrator | |
Automatically create cases for case agents in BMC Helix Business Workflows from your employees' service requests that were submitted in the BMC Helix Digital Workplace Advanced client application. | Administrator | |
Configure the system to work with BMC Helix Chatbot to enable BMC Helix Digital Workplace Advanced users to create tickets using the Chatbot. | Administrator | |