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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.

Creating core settings for your application

Only as an administrator, can you configure all core settings for your application in the Core 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

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, log in and click Open Console.

  3. Click Company.

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

    Field

    Action

    Company

    Enter the name of your company.

    Domain

    Enter the domain of your company.

    Tenant

    Enter the name of your tenant.

    Company Code

    Enter the company code you would like to use for the rest of the configurations.

    (The Company Code field usually are the values you have entered in the Company, Domain, and Tenant fields. This combined values will reflect in the other sections and consoles, but it's up to how you would like to refer to this specific configuration)

  5. Click Submit.
    The company code is created successfully and is displayed in the Company section as shown in the following image:
    image-2024-2-28_10-41-21.png


To edit an entry

  1. In the Company section, select the company entry you want to edit.
  2. Click the Edit option.
  3. In the pane displayed, edit the required field 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 log in and click Open Console.

  3. Click Activities.

  4. In the Activities section, complete the following fields:

    Field

    Action

    Activity Name

    Enter the name of the activity.

    Activity Value

    Enter the value of the activity. 

    Activity Description

    Enter a description of the activity.

    Activity Code

    Select the code from the drop-down list.

    Activity Status

    Select Active or Inactive based on the availability of the activity.

    Available At

    Select the stages at which the activity should 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:
    image-2024-2-28_10-42-41.png


Warning

Important

The Activity Value field is not mandatory as it might be used only for relevant activities and not all activities.


To edit an activity

  1. In the Activities section, select the activity/activities 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.

    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 Menu Values section, click Menu Values.

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

    Field

    Action

    Menu Name

    Select the Menu Name that you would like to add a value to.

    Menu Value

    Input a Menu Value that you would want as an option to the Menu Name.

    Menu Status

    Select Active or Inactive based on the menu value.

  5. Click Submit.
    The menu value is created successfully and is displayed in the Menu Values section as shown in the following image:
    image-2024-2-28_10-43-29.png

To edit a Menu Value

  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.


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 can 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 log in and click Open Console.

  3. To launch the Application Groups section, click Core and then click Application Groups.
  4. In the Company Code field, select the applicable option that you would like to add Application Groups for. 
  5. Click Add.

  6. A docker panel slides with a form called Application Groups- Main Group. Complete the following fields:

    Field

    Action

    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.

  7. Click Submit.
    The main group is created successfully and you can view it in the Main Group section as shown in the following image:
    image-2024-2-15_11-24-49.png


To edit a main group

  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.


To create sub-groups

Creating sub-groups helps get insight into the details of how a specific main group is divided. It can help you understand the tasks that specific users are responsible for and the functions they would eventually play within the company code.

To create a sub-group, perform the following steps:

  1. In the Main Group table, select the Main Group entry under which you want to create a sub-group.
  2. Click Add Sub Group.

  3. A docker panel slides with a form called Application Groups- Sub Group. Complete the following fields:

    Field

    Action

    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:
    image-2024-2-15_11-26-40.png

To edit a sub-group

  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.

Updating the dashboard and URL settings

The Dashboard and URL settings should be configured by default.

To update the default settings, 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 Dashboard & URL Settings section, click Core and then click Dashboard & URL Settings.
  4. Select the entry, and then click Edit.
  5. In the pane displayed, edit the required fields, and click Save.
    You can view the submission on the grid as shown in the following image:
    image-2024-2-16_13-42-10.png


To configure Reports

When an administrator has created reports that you would like the report console (where specific applicable roles have access to when logging into their session) to showcase, you can configure that report directory over here. Once a user has access to the report console, a button called "Reports" should show up when logging in to their CSM homepage.

To configure a report, 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 Report Configuration section, click Core and then click Report Configuration.
  4. In the Company Code field, select the applicable option for which you want to add Report Configuration.

  5. Complete the following fields:

    Field

    Description

    Report Name

    Enter the name of the report.

    Report Display Name

    Enter the full name of the report which will be displayed when opened. Can be the same as the report name.

    URL

    Enter the URL where the report is located.

    Applicable Roles

    Select the roles that should have access to this report.

    Report Status

    Select Active or Inactive based on the availability of the report.

  6. Click Submit.
    The report configuration is created successfully and you can view it in the Report Configuration section as shown in the following image:
    image-2024-2-28_10-48-49.pngimage-2024-2-28_10-49-30.png


To edit a report configuration

  1. In the Report 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. For example, when a new employee is hired, the administrator creates a user account for that employee. Additionally, the administrator adds the user to a group. The group permissions are automatically assigned to the user. To provide the new user with access to knowledge articles, you add the user in BMC Helix ITSM and then in BMC Helix Customer Service Management.

To create a new user in BMC Helix ITSM, perform the following steps:

  1. Log in to BMC Helix ITSM.
  2. Open the People form and click New Request.
  3. Click New Request.
  4. In the People Information section, enter values in the First Name and Last Name fields. 
  5. In the General tab select the required values from the Company and Site lists.
  6. In the Login/Access Details tab, complete the following fields:
    • Login ID—Create a login ID.
    • Password—Set the user password.
    • In the Access Restriction tab, perform the following steps: 
      1. Click Update Access Restriction.
      2. In the Access Restriction field, from the Operating Company list, select the required company name.
      3. Click Add/Modify and close the window.
    • In the IS Personas tab, perform the following steps:
      1. Click Updated Personas.
      2. In the Application Name field, select com.bmc.dsm.knowledge.
      3. In the IS Personas tab, select the Knowledge Candidate field.
      4. Click Add/Modify and close the window.
  7. Click Save.

image-2024-10-16_11-50-18.png


To create a new user in BMC Helix Customer Service Management, 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 Users section, click Core and then click Users.
  4. Select the Company Code to which you are adding the user.
  5. Click Add New User.
    A panel will slide from the right with a form. 

  6. In the People Information form, complete the following fields:

    Field

    Action

    Company Code

    Select the Company Code from the list.

    Login Name

    Enter the login name for the user.

    Password

    Enter the password for the login name. 

    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 of the user.

    SMS

    Select Yes or No depending on availability of the mobile number. 

    Mobile No

    Enter the mobile number of the user.

    Office Number

    Enter the office number of the user.

    Employee ID

    Enter the employee id of the user.

    Default Role

    Select the default role of the user.

  7. Click Submit.
    A new user is successfully created and you can view it in the People section as shown in the following image:
    image-2024-2-16_14-27-4.png


To edit user details

  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.

To add a user to a group

Identify the total number of users within a group. Additionally, identify the memberships that a user is a part of will help you 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

    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:
    image-2024-2-16_14-31-39.png


To change group membership

  1. In the Users section, select the user.
  2. Select the group you want to change in the Group Membership table.
  3. Click the Edit option.
  4. In the pane displayed, edit the required fields and click Save.

 

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BMC Helix Customer Service Management 23.3