Configuring standard settings for your application

As an administrator, you can configure all basic settings for your application in the Standard 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 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

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

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

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

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

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:
   

Similarly, you can add as many answers as you want. 

To edit an answer

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 create a service catalog

Creating service catalogs enables customers to find and create cases via BMC Helix Digital Workplace or BMC Helix Virtual Agent. 

To create a service catalog, 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, log in and click Open Console.

3. To launch the Service Catalog section, click Standard and then click Service Catalog.
4. In the Service Catlog section, click Create Service Catalog.
5. Fill the DWP Service Catalog Create Console form by selecting the relevant dropdowns and giving the service catalog a name. 
6. Click Publish.

To assign groups by default 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, log in and click Open Console.

3. To launch the Default Domain Values section, click Standard and then click Company Default Values.

4. In the Default Domain Values section, complete the following fields:

   Field	Description
   Company Code	Select the Company Code from the drop-down.
   First Assignment Main Group	Select the main group from the drop-down values for the Company Code.
   First Assignment Sub Group	Select the sub group from the drop-down values for the Company Code.
   Priority Matrix Option	Select the option that best suits what matrix would prioritize to what groups.
   SLA Tag Name	Select the default Tag Name from the drop-down.
   KPI Tag Name	Select the default Tag Name from the drop-down.
   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

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 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, log in 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.
   Customer Sentiment (Tier 3)	Select the relevant customer sentiment if applicable from the drop-down.
   Services and Products (Tier 4)	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

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 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, log in and click Open Console.

3. To launch the Assignment Routing section, click Standard and then click Assignment Routing.
4. Choose the Company Code from the drop-down menu.
5. Click Add Assignment Routing. 
   A docker panel slides from the right.

6. In the Assignment Routing 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.
   Priority	Select the priority 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.

7. 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

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 a repeated check

This configuration is for the system to check if there are any repeated tickets already in place for a specific customer ID. There must only be one record configured at a time.

To create a repeated check, 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, log in and click Open Console.

3. Click on Repeated Check.

4. In the Repeated Check 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.
   Repeated Check Calendar Days	Enter the amount of days in which you want the system to see if there are any repeated tickets from the already "Closed" ticket.
   Status	Select Active or Inactive based on the activity reason.

5. Click Submit.
   The entry is created successfully and you can view it in the Repeated Check section as shown in the following image:
   

To edit an entry

1. In the Repeated Check 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 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 Standard and then click Case Template.
4. Choose the Company Code from the drop-down menu.
5. Click Add Case Template. 
   A docker panel slides from the right.

6. In the Case Template 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.
   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.

7. Click Submit.
   The case template is successfully created as shown in the following image:
   

To edit a case template

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.