Configuring advance settings for your application

As an administrator, you can configure all advance level settings for your application like case templates, reassignment permissions and more in the Advanced tab.

Refer to the following sections to learn about these settings:

To configure products that are specific to your company code

Adding a portfolio of services or products within a company code can be configured using Master Customer Products. This is essential when relating to those products or services when creating a case.

To add a service or product, 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 Master Customer Products section, click Advanced and then click Master Customer Products.
4. In the Master Customer Products section, complete the following fields

   • Field	Description
     Company Code	Select the Company Code from the drop-down.
     Service Name	Input the service or product name
     Service ID	Input the service or product ID/number/code
     Status	Select Active or Inactive based on the availability of the product or service.

5. Click Submit.
   The transfer is completed successfully and you can view it in the Master Customer Products section as shown in the following image:

To edit a transfer entry, perform the following steps:

1. In the Master Customer Products 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 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. This is especially helpful when one group has a lot of permissions and need to be transferred to another group- a quick method like this will help solve that problem. 

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 Advanced and then click Reassignment Permissions.
4. In the Group Assignment Permissions section, complete the following fields

   • Field	Description
     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 assign groups to company codes

Assign main and sub groups to company codes. Having this feature would help set the stage for the selected main and sub groups to be the default for the company code. This would be beneficial for those cases that don't have a route, to be directed to the default groups.

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 Advanced and then click Default Domain Values.
4. In the Default Domain Values section, complete the following fields:
   

   • Field	Description
     Company Code	Select the Company Code from the drop-down.
     Assignment Main Group	Select the main group from the drop-down values for the Company Code.
     Assignment Sub Group	Select the sub group from the drop-down values for the Company Code.
     Status	Select Active or Inactive based on the availability of the Company Code.

5. Click Submit.
   The default domain value is created successfully.

To edit an entry, 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 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 and faster 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

   • Field	Description
     Company Code	Select the Company 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 as shown in the following image:

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 assign trainings to your agent

To configure trainings for agents, you would use the Agent Training Master form. Depending on how the company is structured, a supervisor (or appropriate role) could assign trainings to their agents in order to help continuously grow their skillset. 

To add a training, 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 Agent Training Master section, click Advanced and then click Agent Training Master.
4. In the Agent Training Master section, complete the following fields

   • Field	Description
     Course Badge ID	Input a badge number that would be assigned to the training.
     Course Name	Input the course name.
     Start Date	Select the date on when the course would be available to the agent.
     Completion Date	Select the date on when the agent needs to complete the course by.

5. Click Submit.
   The transfer is completed successfully and you can view it in the Agent Training Master section as shown in the following image:

To edit a transfer entry, perform the following steps:

1. In the Agent Training Master 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 a dynamic case counter

Based on the case nature, category, type, and item of your company code you could create a dynamic case counter to monitor that specific classification. Admins would find this helpful when wanting to proactively monitor any classifications to prevent any issues from occurring.

To add a dynamic case counter, 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 Dynamic Case Counter section, click Advanced and then click Dynamic Case Counter.
4. In the Dynamic Case Counter section, complete the following fields

   • Field	Description
     Company Code	Select the Company 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.
     Target Count	Input the appropriate target count that seems fit.
     Counter Status	Select Active or Inactive based on the status of the counter.

5. Click Submit.
   The transfer is completed successfully and you can view it in the Dynamic Case Counter section as shown in the following image:

To edit a transfer entry, perform the following steps:

1. In the Dynamic Case Counter 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.