Configuring basic settings for your application

As an administrator, you can configure all basic settings for your application in the Basic tab.

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 company code

Having the ability to create a company code and referring to it for future configurations is critical when building data for it.

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 Company section, click Company.
4. In the Company section, complete the following fields:

   • Field	Description
     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 company.

     (The Company Code 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 company code is created successfully and you can view it in the Company section as shown in the following image:

To edit an entry, perform the following steps:

1. In the Company 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 Company section. Case Nature gives the agent the ability to specify the type of problem the case is about. Configuring case nature gives you the detail of what different types of cases could be produced and what the intention behind it is.

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:

   • Field	Description
     Company Code	The Company Code is the combinations created in the Company section. Select the Company Code from the drop-down.
     Case Nature	Enter the type of issue for the selected Company Code.
     Status	Select Active or Inactive based on 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. The reason behind creating classifications is to dive into what the case really means, and for those who operate on the case to understand it on a deeper level.

To build case classifications, 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 Classification section, click Classification.
4. In the Classification section, complete the following fields:
   

   • Field	Description
     Company Code	The Company Code is the combinations created in the Company section. Select the Company 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 this 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 summarize 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.

Creating summaries and questions help dive into what the nature of the case really is and how it could be better understood when the case is being treated.

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:
   

   • Field	Description
     Company Code	The Company Code is the combinations created in the Company section. 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	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 question.

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:
   

   • Field	Description
     Answer	Enter the answer.
     Status	Select Active or Inactive based on the availability of the multiple choice 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 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 Priority Matrix section, complete the following fields:
   

   • Field	Description
     Company Code	The Company Code is the combinations created in the Company section. Select the Company Code from the drop-down.
     Customer Segment (Tier 1)	Select the segment to which the customer belongs from the drop-down.
     Case Severity (Tier 2)	Select High, Low or Medium depending on the cases severity.
     Services and Products (Tier 3)	Select the relevant service and product 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 Company 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.

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. Having the ability to create activities could help determine what the next/final steps of the case would be.

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:
   

   • Field	Description
     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 the reasons for an activity

Configure the reasons for how an activity has changed to a different stage (whether its resolved, needs an approval response, etc.). Based on the “Activity Name” configured earlier you could create a “Value” to understand what the next or final action of that activity is.

To create activity reasons, perform the following steps:

To define the case nature, perform the following steps:

1. Log in to BMC Helix Customer Service Management
2. Click Start Session.
   
   

     
       3. To launch the Activity Reasons section, click Activity Reasons.

       4. In the Activity Reasons section, complete the following fields:

Click Submit.
The activity reason is created successfully and you can view it in the Activity Reasons section as shown in the following image:

*The Menu isn’t mandatory as it may be used only for relevant reasons and not all of them.

To edit an activity reason, perform the following steps:

1. In the Activity Reasons 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 menu values

As an administrator, you could configure the menu values for menu names (that were predefined), with values you would like to see for specific fields. This gives you the option to update/edit/change/disable menu values when you would like as you see fit.

To create menu values, perform the following steps:

1. Log in to BMC Helix Customer Service Management
2. Click Start Session.
   
   

       3. To launch the Menu Values section, click Menu Values.

       4. In the Menu Values section, complete the following fields:

Click Submit.

The menu value is created successfully and you can view it in the Menu Values section as shown in the following image:

As an administrator, having the ability to easily add/remove options to a menu name provides various flexibility if changes need to be made.

To edit a Menu Value, perform the following steps:

1. In the Menu Values 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.