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Configuring advance settings for your application

As an administrator, you can configure all advance level settings for your application like SLA configuration, KPI configuration, case templates, route assignments and much more in the Advanced tab, as shown in the following image:

image2022-8-25_15-16-48.png

Refer to the following sections to learn about these settings:

To associate an activity to a group

As an administrator, you can associate Activity Names and Values to a Group Name.

To create an association, perform the following steps: 

  1. Log in to BMC Helix Customer Service Management

  2. Click Start Session.

    Warning

    Important

    If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

    To restart the session login and click Open Console.

  3. To launch the Activity Reasons section, click Advanced and then click Activity Reasons.
  4. In the Activity Reasons form, complete the following fields
    • Activity Name—Select the name of the activity.
    • Activity Value—Select the value of the activity. 
    • Group Name—Select the group you wish to associate the activity to.
    • Menu—Select the menu. 
    • Value—Enter the value.
    • Status—Select Active or Inactive based on the availability of the association. 
  5. Click Submit.
    The activity is successfully associated to the group and you can view it in the Activity Reasons section as shown in the following image:

image2022-8-22_13-2-40.png

To edit an association, perform the following steps:

  1. In the Activity Reasons table, select the entry you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required fields and click Save.

To configure assignment routing

Route assignments for specific cases using case classifications to certain groups for different scenarios. Certain common cases which happen often or are predictable can be taken care of by deciding their flow well in advance. As an administrator, you can decide which group would first handle the case, which group would own the case, which group will be responsible to resolve the case and which group would be handling the issue in case the problem still persists after resolution. This enables agents to maintain efficiency and speed up the case resolution time as they are aware of handling such cases well in advance.

To configure assignment routing, perform the following steps:

  1. Log in to BMC Helix Customer Service Management

  2. Click Start Session.

    Warning

    Important

    If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

    To restart the session login and click Open Console.

  3. To launch the Assignment Routing section, click Advanced and then click Assignment Routing.
  4. Click Add. 
    A docker panel slides from the right.
  5. In the Assignment Routing form, complete the following fields
    • Domain Code—Select the Domain Code from the drop-down.
    • Case Nature—Select the case nature from the drop-down. 
    • Category—Select the category of the case.
    • Type—Select the type of the case.
    • Item—Select the item of the case. 
    • Status—Select Active or Inactive based on the availability of the assignment routing. 
    • First Assigned Main Group—Select the main group to whom the case will be first assigned.
    • First Assigned Sub Group—Select the sub group to whom the case will be first assigned.
    • Owner Main Group—Select the main group who will own the case.
    • Owner Sub Group—Select the sub group who will own the case.
    • Post Resolver Main Group—Select the main group who will resolve the case.
    • Post Resolver Sub Group—Select the sub group who will resolve the case.
    • Problem Persists Main Group—Select the main group who handle the case post resolution.
    • Problem Persists Sub Group—Select the sub group who handle the case post resolution.
    • Priority—Select the priority of the case.
  6. Click Submit.
    The assignment routing is successfully configured and you can view it in the Assignment Routing section as shown in the following image:

image2022-8-22_14-14-27.png

To edit an entry, perform the following steps:

  1. In the Assignment Routing table, select the entry you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required fields and click Save.

To create case templates

Create case templates associated with the Case Nature, Category, Type, Item and Summary. Selecting the template will auto-fill the Category, Type, Item and Summary fields while creating a case. This makes it convenient for case creators as they will not require to fill these fields individually and speed up with the case creation process. 

To create case templates, perform the following steps:

  1. Log in to BMC Helix Customer Service Management

  2. Click Start Session.

    Warning

    Important

    If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

    To restart the session login and click Open Console.

  3. To launch the Case Template section, click Advanced and then click Case Template.
  4. Click Add. 
    A docker panel slides from the right.
  5. In the Case Template form, complete the following fields
    • Domain Code—Select the Domain Code from the drop-down.
    • Case Nature—Select the case nature from the drop-down. 
    • Category—Select the category of the case.
    • Type—Select the type of the case.
    • Item—Select the item of the case. 
    • Summary—Select the summary of the case. 
    • Template Name—Enter the template name. 
    • Status—Select Active or Inactive based on the availability of the case template. 
  6. Click Submit.
    The case template is successfully created and you can view it in the Case Template section as shown in the following image:

image2022-8-22_14-25-33.png

To edit a case template, perform the following steps:

  1. In the Case Template table, select the entry you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required fields and click Save.

To configure KPIs

As an administrator, you can configure KPIs for groups. These key performance indicators can further be configured for different set of domain codes and case classifications by entering the hours and minutes in which a case needs to resolved. 

To configure KPIs, perform the following steps:

  1. Log in to BMC Helix Customer Service Management

  2. Click Start Session.

    Warning

    Important

    If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

    To restart the session login and click Open Console.

  3. To launch the KPI Configuration section, click Advanced and then click KPI Configuration.
  4. In the KPI Configuration form, complete the following fields
    • Domain Code—Select the Domain Code from the drop-down.
    • Case Nature—Select the case nature from the drop-down. 
    • Category—Select the category of the case.
    • Type—Select the type of the case.
    • Item—Select the item of the case. 
    • Case Priority—Select the summary of the case.
    • Notification Type—Select the type of notification.
    • Main Group—Select the main group for which the KPI is being configured.
    • Sub Group—Select the cub group for which the KPI is being configured. 
    • Hours—Select the number of hours in which the case needs to be resolved. 
    • Minutes—Select the number of minutes in which the case needs to be resolved.
    • Status—Select Active or Inactive based on the availability of the KPI.
  5. Click Submit.
    The KPI is successfully configured and you can view it in the KPI Configuration section as shown in the following image:

image2022-8-22_16-53-12.png

To edit a KPI, perform the following steps:

  1. In the KPI Configuration table, select the KPI you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required fields and click Save.

To configure SLAs

As an administrator, you can configure SLAs for cases. Agents will have to solve the cases in the given SLA before they breach. This enables groups to solve cases faster and provides insights on group/agent performance. 

To configure SLAs, perform the following steps:

  1. Log in to BMC Helix Customer Service Management

  2. Click Start Session.

    Warning

    Important

    If you are away from the system and have not performed any activity for one hour, the session is auto-closed. 

    To restart the session login and click Open Console.

  3. To launch the SLA Configuration section, click Advanced and then click SLA Configuration.
  4. In the SLA Configuration form, complete the following fields
    • Domain Code—Select the Domain Code from the drop-down.
    • Case Nature—Select the case nature from the drop-down. 
    • Category—Select the category of the case.
    • Type—Select the type of the case.
    • Item—Select the item of the case. 
    • Case Priority—Select the summary of the case.
    • Notification Type—Select the type of notification.
    • Hours—Select the number of hours in which the case needs to be resolved. 
    • Minutes—Select the number of minutes in which the case needs to be resolved.
    • Status—Select Active or Inactive based on the availability of the SLA
  5. Click Submit.
    The SLA is successfully configured and you can view it in the SLA Configuration section as shown in the following image: 

image2022-8-22_16-59-26.png

To edit a SLA, perform the following steps:

  1. In the SLA Configuration table, select the SLA you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required fields and click Save.

 

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BMC Helix Customer Service Management 21.3