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.

This will help you get started with creating main and sub groups, assigning permissions to different groups, creating new agents 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. Creating a main group helps divide up what departments and sections are there in order to help route specific tasks so that those experts who are best in their specific field could work on those issues.

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:

   • Field	Description
     Company Code	Select the Company 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.

Having and creating sub groups really help dive into the details of how a specific main group is divided. It could help you understand the tasks that specific users are responsible for and the functions they would eventually play within the company code.

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:

   • Field	Description
     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 sub 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 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 Users section, click Groups Specific and then click Users.
4. In the Users 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

   • Field	Description
     Company Code	Select the Company 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 Users section, select the user you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

This section also helps identify the total amount of users within a group. Identifying the memberships that a user is apart of will help understand their responsibilities and access within the company code.

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

1. In the Users section, select the user. 
2. Click Add User to Group.
   A docker panel slides from the right called Group Membership.
   
3. Complete the following fields:

   • Field	Description
     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 Users section, select the user.
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.

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. These activities can be constantly modified and edited to fit the evolution of the company code and its subsequent groups.

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 Activities 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 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. This is very helpful to not lose a case since when modified within this form- that specific configured case type would be automatically routed to a specific group.

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

   • Field	Description
     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 configure assignment routing

Route assignments for specific cases using case classifications to certain groups for different scenarios. Certain common cases which happen often or are predictable can be taken care of by deciding their flow well in advance. As an administrator, you can decide which group would first handle the case, which group would own the case, which group will be responsible to resolve the case and which group would be handling the issue in case the problem still persists after resolution. This enables agents to maintain efficiency and speed up the case resolution time as they are aware of handling such cases well in advance.

To configure assignment 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 Assignment Routing section, click Groups Specific and then click Assignment Routing.
4. Click Add. 
   A docker panel slides from the right.
5. In the Assignment Routing 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.
     Status	Select Active or Inactive based on the availability of the assignment routing.
     First Assigned Main Group	Select the main group to whom the case will be first assigned.
     First Assigned Sub Group	Select the sub group to whom the case will be first assigned.
     Owner Main Group	Select the main group who will own the case.
     Owner Sub Group	Select the sub group who will own the case.
     Post Resolver Main Group	Select the main group who will resolve the case.
     Post Resolver Sub Group	Select the sub group who will resolve the case.
     Problem Persists Main Group	Select the main group who handle the case post resolution.
     Problem Persists Sub Group	Select the sub group who handle the case post resolution.
     Priority	Select the priority of the case.

6. Click Submit.
   The assignment routing is successfully configured and you can view it in the Assignment Routing section as shown in the following image:

To edit an entry, perform the following steps:

1. In the Assignment Routing 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 OLAs

As an administrator, you can configure OLAs for groups. These can further be configured for different set of Company Codes and case classifications by entering the hours and minutes in which a case needs to resolved. This is important to track progress of the case and determine how critical it is. It helps provide accountability for the case as well as provide transparency across the organization and customer.

To configure OLAs, 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 OLA Configuration section, click Groups Specific and then click OLA Configuration.
4. In the OLA Configuration 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.
     Case Priority	Select the summary of the case.
     Notification Type	Select the type of notification.
     Main Group	Select the main group for which the OLA is being configured.
     Sub Group	Select the cub group for which the OLA is being configured.
     Hours	Select the number of hours in which the case needs to be resolved.
     Minutes	Select the number of minutes in which the case needs to be resolved.
     Status	Select Active or Inactive based on the availability of the OLA

5. Click Submit.
   The OLA is successfully configured and you can view it in the OLA Configuration section as shown in the following image:

To edit a OLA, perform the following steps:

1. In the OLA Configuration table, select the OLA you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.

To configure SLAs

As an administrator, you can configure SLAs for cases. Agents will have to solve the cases in the given SLA before they breach. This enables groups to solve cases faster and provides insights on group/agent performance. This is important to track progress of the case and determine how critical it is. It helps provide accountability for the case as well as provide transparency across the service provider and customer.

To configure SLAs, 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 SLA Configuration section, click Groups Specific and then click SLA Configuration.
4. In the SLA Configuration 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.
     Case Priority	Select the summary of the case.
     Notification Type	Select the type of notification.
     Hours	Select the number of hours in which the case needs to be resolved.
     Minutes	Select the number of minutes in which the case needs to be resolved.
     Status	Select Active or Inactive based on the availability of the SLA.

5. Click Submit.
   The SLA is successfully configured and you can view it in the SLA Configuration section as shown in the following image: 

To edit a SLA, perform the following steps:

1. In the SLA Configuration table, select the SLA you want to edit.
2. Click the Edit option.
3. In the pane displayed, edit the required fields and click Save.