Configuring BMC Helix Customer Service Management

As an administrator, you can access CSM Control Panel to configure the application and enable users to use it.

To access the control panel click: https://<Innovation-Studio-URL.onbmc.com>/helix/index.html#/com.cmak.csm/view/com.cmak.csm:CS Configuration Frame

Replace "Innovation-Studio-URL" with the customer tenant innovation studio name. 

The configurations include tasks that help agents and users to interact with each other efficiently, work on issues systematically, and resolve them in time.

The following categories of the configurations are available:

  • Basic—Configure basic settings such as Domain, Case Nature, Classifications and Menu Values which are used for creating and classifying cases.  
  • Group Specific—Add new agents and configure permissions and groups.
  • Advanced—Configure advance settings; for example, Assignment Routing, IT Categorization Mapping, SLA Configuration and KPI Configuration.
  • Customer Database- adding customer database settings like Customer Profile, Services/Packages, and Scores.

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To learn more about these configurations, refer to the following sections:

 

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