Configuring group-specific settings for your application

As an administrator, you can configure all group related settings for your application in the Group Specific tab, as shown in the following image: 

This will help you get started with creating main and sub groups, assigning permissions to different groups, creating new agent and adding them to members to different groups. 

Refer to the following sections to learn about these settings:

To create application groups

Create new main and sub groups as required by your organization. In the case journey, these groups will be in charge of specific duties. By splitting up the work and assigning group experts to jobs they can manage, a case can be resolved more quickly and smoothly.

To create main groups, 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 Application Groups section, click Groups Specific and then click Application Groups.
4. In the Main Group section, click Add.
5. A docker panel slides with a form called Application Groups- Main Group. Complete the following fields:
   
   • Domain Code—Select the Domain Code from the drop-down.
   • Group Name—Enter the name of the group.
   • Group Long Name—Enter the full name of the group. Can be the same as the group name. 
   • Status—Select Active or Inactive based on the availability of the group.
6. Click Submit.
   The main group is created successfully and you can view it in the Main Group section as shown in the following image:

To edit a main group, perform the following steps:

1. In the Main Group 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 sub groups, perform the following steps:

1. In the Main Group table, select the Main Group entry to which a Sub Group needs to be added.
2. Click Add Sub Group.
3. A docker panel slides with a form called Application Groups- Sub Group. Complete the following fields:
   • Group Name—Enter the name of the group.
   • Group Long Name—Enter the full name of the group. Can be the same as the group name. 
   • Status—Select Active or Inactive based on the availability of the group.
4. Click Submit.
   The sub group is created successfully and you can view it in the Sub Group section as shown in the following image:

To edit a main group, perform the following steps:

1. In the Sub Group 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 activity permissions for groups

Subsequently after creating groups you have the ability to add activity permissions to groups. These activities created in the basic settings enable the agent to modify the case by adding activities like initiating refunds, requesting approvals, recategorizing cases, resolving cases, etc. 

As an administrator, you can decide which group can perform which activity and accordingly grant permissions. 

To provide activity permissions to groups, 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 Permissions for Groups section, click Groups Specific and then click Activity Permissions for Groups.
4. Select the Parent Group and the Group Name from the drop-downs. 
5. Select the activity/activities to add and click the Add Activity option that appears after selection.
   The activity/activities will be added to the other table. 
6. If any activity permission needs to be withdrawn. Select the activity/activities from table and click Remove Activity. 

To transfer assignment permissions from one group to the other

Transfer a set of group permissions from one group to another group using Group Assignment Permissions.

To transfer permissions, 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 Group Assignment Permissions section, click Groups Specific and then click Group Assignment Permissions.
4. In the Group Assignment Permissions form, complete the following fields
   • From Parent Group Name—Select the parent group from which you wish to transfer assignment permissions. 
   • From Group Name—Select the group from which you wish to transfer assignment permissions.
   • To Parent Group Name—Select the parent group to which you wish to transfer assignment permissions.
   • To Group Name—Select the group to which you wish to transfer assignment permissions.
   • Status—Select Active or Inactive based on the availability of the permissions. 
5. Click Submit.
   The transfer is completed successfully and you can view it in the Group Assignment Permissions section as shown in the following image:

To edit a transfer entry, perform the following steps:

1. In the Group Assignment Permissions 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 skilled based auto-routing of cases to groups 

As an administrator, you can associate the Case Nature, Category, Type and Item with a Main Group and Sub Group.

The case is automatically assigned to a main group and sub group in accordance with the classifications defined in this section. The administrator here configures the skill-based auto-routing, on the basis of which the assignment is made.

The case creator now just has to ensure that the case is correctly classified; the group assignment will be made automatically based on the classification.

To configure skill-based auto-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 Group Skills section, click Groups Specific and then click Group Skills.
4. In the Group Skills form, complete the following fields
   • 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. 
   • Main Group—Select the main group from the drop-down.
   • Sub Group—Select the sub group from the drop-down.
   • Status—Select Active or Inactive based on the availability of the case routing.
5. Click Submit.
   The skill-based auto-routing of cases is configured successfully and you can view it in the Group Skills section as shown in the following image:

To edit an entry, perform the following steps:

1. In the Group Skills 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 add new users

As an administrator, you can add new users and set their default roles in this section. When a new employee is hired, the administrator is frequently asked to establish a user for the new team member and this is where he can perform this task. Beyond that, you can also add the new user to a group and automatically all group permissions that are set for this group will apply to the new user as well. 

To create a new user, 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 User Interface section, click Groups Specific and then click User Interface.
4. In the People section, click Add New User.
   A docker panel will slide from the right with a form. 
5. In the People Information form, complete the following fields
   • Domain Code—Select the Domain Code from the drop-down.
   • Login Name—Enter the login name.
   • Password—Enter the password. 
   • First Name—Enter the first name of the new user.
   • Last Name—Enter the last name of the new user.
   • Type—Select the type of user.
   • Support Staff—Select Yes or No depending on availability of information. 
   • Reporting—Select Yes or No depending on availability of information. 
   • Manager—Select Yes or No depending on availability of information. 
   • User Status—Select Active or Inactive based on the availability of the user.
   • Email—Select Yes or No depending on availability of the email.
   • Email Address—Enter the email id.
   • SMS—Select Yes or No depending on availability of the mobile number. 
   • Mobile No—Enter the mobile number.
   • Office Number—Enter the office number.
   • Employee ID—Enter the employee id.
   • Default Role—Select the default role of the user.
6. Click Submit.
   A new user is successfully created and you can view it in the People section as shown in the following image:

To edit user details, perform the following steps:

1. In the User Interface section, select the user you want to edit in the People table.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To add a user to a group, perform the following steps:

1. In the People table, select the user. 
2. Click Add User to Group.
   A docker panel slides from the right called Group Membership.
   
3. Complete the following fields:
   • Parent Group—Select the parent group from the drop-down.
   • Group Name—Select the group name from the drop-down. 
   • Default Group—Select the default group from the drop-down. 
   • Status—Select Active or Inactive based on the availability of the membership.
4. Click Submit.
   The user is successfully added to the group and you can view it in the Group Membership section as shown in the following image:

To change group membership, perform the following steps:

1. In the User Interface section, select the user you want in the People table.
2. Select the group you wish to change in the Group Membership table.
3. Click the Edit option.
4. In the pane displayed, edit the required fields and click Save.