This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

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:

  • Core- the ability to add Company, Menu values, Applications Groups, Users which are the foundations of what the rest of the configurations would be based out of.
  • Standard—Configure settings such as Case Nature, Classifications and Assignment Routing which are used for creating, classifying, and routing cases.  
  • Group Specific—configure Permissions, OLAs, SLAs, and other aspects specific to groups .
  • Advanced—Configure advance settings; for example, Case Counters, Notifications, Trainings, etc.
  • Customer Database- adding customer database settings like Customer Profile, Services/Packages, etc.

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

 

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