Configuring basic settings for your application

As an administrator, you can configure all basic settings for your application in the Basic tab, as shown in the following image:

These settings help you get started with the application and perform routine activities.

Refer to the following sections to learn about these settings:

To configure the domain

Create combinations of Company, Domain, and Tenant and specify them as active or inactive. These combinations enable the system to build a workflow and understand which tenant belong to which domain and which domain belongs to which company. 

To create a combination, 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 Domain section, click Domain.
4. In the Domain section, complete the following fields:
   
   • Company—Enter the name of your company.
   • Domain—Enter the domain of your company.
   • Tenant—Enter the name of your tenant.
   • Status—Select Active or Inactive based on the availability of the domain.
     The Combination field displays the values you have entered in the Company, Domain, and Tenant fields. These combined values will reflect in the other sections and consoles.
5. Click Submit.
   The domain is created successfully and you can view it in the Domain section as shown in the following image:

To edit a domain, perform the following steps:

1. In the Domain section, select the domain entry you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To specify the nature of a case

As an administrator, you are required to provide the Case Nature for the defined combinations in the Domain section. Case Nature gives the agent the ability to specify the type of problem the case is about.

To define the case nature, 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 Nature section, click Case Nature.
4. In the Case Nature section, complete the following fields:
   • Domain Code—The Domain Code is the combinations created in the Domain section. Select the Domain Code from the drop-down.
   • Case Nature—Enter the type of issue for the selected Domain Code.  
   • Status—Select Active or Inactive based on the availability of the case nature.
5. Click Submit.
   The case nature is created successfully and you can view it in the Case Nature section as shown in the following image:

To edit a case nature, perform the following steps:

1. In the Case Nature section, 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 classifications for a case

As an administrator, you can classify the case nature. Case Natures are classified using 3 criteria i.e. Category, Type and Item. These criteria help the agent classify each case for better understanding in order to resolve it faster. 

To build case classifications, the administrator will need to fill the classification section. The fields that are marked as required are mandatory, while the other fields can be skipped. Steps are as follows: 

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 Classification section, click Classification.
4. In the Classification section, complete the following fields:
   
   • Domain Code—The Domain Code is the combinations created in the Domain section. Select the Domain Code from the drop-down.
   • Case Nature—Select the case nature from the drop-down. 
   • Category—Enter the category of the case.
   • Type—Enter the type of the case.
   • Item—Enter the sub-type of the case. 
   • Severity—Select the severity of the case. 
   • Status—Select Active or Inactive based on the availability of the classification.
5. Click Submit.
   The classification is created successfully and you can view it in the Classification section as shown in the following image:

To edit a classification, perform the following steps:

1. In the Classification section, 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 case summaries and questions

As an administrator, you can provide a short outline of the case in the Summary field and add Questions to gather additional information. Create a list of case-related questions and determine whether or not they should be mandatory. 

This enables the case creator to summarise the case and gather in-depth information about the case using these questions, which enables other agents and collaborators to provide their inputs and resolve the case quickly and easily.

To create summaries, 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 Summaries and Questions, click Summaries & Questions.
4. In the Summary section, complete the following fields:
   
   • Domain Code—The Domain Code is the combinations created in the Domain section. 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—Enter the summary of the case.
   • Questions Mandatory—Select Yes or No based on the requirement of information. 
   • Status—Select Active or Inactive based on the availability of the summary.
5. Click Submit.
   The summary is created successfully and you can view it in the Summaries & Questions section as shown in the following image:

To edit a summary, perform the following steps:

1. In the Summaries and Questions section, 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 draft questions, 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 Summaries and Questions, click Summaries & Questions.
4. Select the summary entry and click Add Questions.
   In the pane displayed, fill all required fields.
   The question type helps the system understand the kind of question being asked and how it needs to be answered. The administrator may also choose if it can guide the agent in providing a First Contact Resolution (FCR). 
5. Click Submit.
   The question is created successfully and you can view it in the Summaries & Questions section as shown in the following image

To edit a question, perform the following steps:

1. In the Summaries and Questions section, select the question you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To add answers for multiple choice questions

Once a question is submitted- if the Question Type is Multiple Choice, you can add multiple choice entries to that question. To add multiple choice answers, perform the following steps:

1. In the Summaries and Questions section, select the multiple choice question you want to edit.
2. Click the Edit option.
3. Click Add Multiple Choice.
   Another docker panel slides from the right.
4. In the Multiple Choice section, complete the following fields:
   
   • Answer—Enter the answer.
   • Status—Select Active or Inactive based on the availability of the answer.
5. Click Submit.
   The answer is created successfully and you can view it in the Multiple Choice section as shown in the following image:

More answers can be added in a similar manner. 

To further edit these answers: 

1. Select the answer that needs editing. 
2. Click the Edit option, that would appear after selecting the answer.
3. In the pane displayed, edit the answer and click Save.

To configure activities for case modification

Activities performed in the Edit Case console are generated in this section by the administrator. This allows the agent to modify the case by adding activities like initiating refunds, requesting approvals, recategorizing cases, resolving cases, etc. 

To add an activity, 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 Activities section, click Activities.
4. In the Activities section, complete the following fields:
   
   • Activity Name—Enter the name of the activity.
   • Activity Value*—Enter the value of the activity. 
   • Activity Description—Enter a description about the activity.
   • Activity Code—Select the code from the drop-down.
   • Activity Status—Select Active or Inactive based on the availability of the activity.
   • Available At—Select the stages at which the activity will be available.
5. Click Submit.
   The activity is created successfully and you can view it in the Activities section as shown in the following image:

*The Activity Value field isn't mandatory as it may be used only for relevant activities and not all of them.

Activities can be edited individually or in bulk by selecting multiple entries and clicking the Bulk Edit option. 

To edit an activity/activities, perform the following steps:

1. In the Activities section, select the activity/activities you want to edit.
2. Click the Edit/Bulk Edit option.
3. In the pane displayed, edit the required fields and click Save.

To configure menu values

As an administrator, you can develop fields with drop-downs as and when required. You can define the field name and all the values that will be available in the drop-down.  

To add fields and values, 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 Menu Values section, click Menu Values.
4. In the Menu Values section, complete the following fields:
   
   • Menu Name—Enter the name of the field.
   • Menu Value—Enter the drop-down value for the field. 
   • Menu Status—Select Active or Inactive based on the availability of the menu.
5. Click Submit.
   The menu is created successfully and you can view it in the Menu Values section as shown in the following image:

To add more values in the drop-down, repeat the above steps by adding the same Menu Name and a new Menu Value.

Menu Values can be edited individually or in bulk by selecting multiple entries and clicking the Bulk Edit option. 

To edit an activity/activities, perform the following steps:

1. In the Menu Values section, select the menu value/menu values you want to edit.
2. Click the Edit/Bulk Edit option.
3. In the pane displayed, edit the required fields and click Save.

To assign groups to domain codes

Assign main and sub groups to domain codes.

To select the parent and sub group, 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 Default Domain Values section, click Default Domain Values.
4. In the Default Domain Values section, complete the following fields:
   
   • Domain Code—The Domain Code is the combinations created in the Domain section. Select the Domain Code from the drop-down.
   • Parent Group—Select the parent group from the drop-down values for the domain code.
   • Sub Group—Select the sub group from the drop-down values for the domain code.
   • Status—Select Active or Inactive based on the availability of the domain code.
5. Click Submit.
   The default domain value is created successfully.

To edit a value, perform the following steps:

1. In the Default Domain Values section, select the value you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To configure priorities for cases and customers

Develop the priority matrix that decides the level of priority allotted for cases and customers based on the segment they belong to. Based on the priority, agents are notified the urgency of the case and if it belongs to a high-profile customer.

To develop the priority matrix, 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 Priority Matrix section, click Priority Matrix.
4. In the Default Domain Values section, complete the following fields:
   
   • Domain Code—The Domain Code is the combinations created in the Domain section. Select the Domain Code from the drop-down.
   • Case Nature—Select the case nature from the drop-down.
   • Customer Segment—Select the segment tp which the customer belongs from the drop-down.
   • Priority—Select the level of priority. 
   • Status—Select Active or Inactive based on the availability of this matrix.
5. Click Submit.
   The priority matrix is created successfully and you can view it in the Priority Matrix section as shown in the following image:

To generate multiple matrices, select different customer segments for each domain code and change the priority level accordingly. 

To edit a matrix, perform the following steps:

1. In the Priority Matrix section, select the entry you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.