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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 groups specific settings for your application

As an administrator, you can configure all group related settings for your application in the Groups Specific tab.

This will help you get started with creating activities for specific groups, reassignment permissions, OLA and SLA configurations, etc.. 

Refer to the following sections to learn about these settings:

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 lists displayed. 
  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 If any activity permission needs to be withdrawn.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 the table and click Remove Activity. 
    image2023-2-6_9-2-38.png


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:

  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 Reasons section, click Activity Reasons. 

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

    Field

    Description

    Company Code

    The Company Code is the combination created in the Company section. Select the Company Code from the drop-down.

    Activity Name

    Select the Activity Name that was configured from the previous section.

    Activity Value

    Select the Activity Value (which is based on what Activity Name was selected).

    Group Name

    Select what Group Name best fits this activity reason.

    Value

    Input a value that best describes the activity reason.

    Status

    Select Active or Inactive based on the activity reason.


  5. Click Submit.
    The activity reason is created successfully and you can view it in the Activity Reasons section as shown in the following image:
    image2023-2-6_8-15-7.png


Warning

Important

The Menu field is not mandatory as it might be used only for relevant reasons.


To edit an activity reason


    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 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, based on 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:
    image2023-2-6_9-3-20.png


To edit an entry

  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 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 Groups Specific 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:image2023-2-6_11-4-35.png


To edit a transfer entry


    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 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:

image2022-9-8_15-12-44.png

To edit an OLA

  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: 

image2022-9-8_15-15-2.png

To edit an SLA

  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.

 

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BMC Helix Customer Service Management 23.3