Creating and managing cases

As an agent, you create a case to log a customer complaint, service request, suggestion and then work on resolving the case. While working on the case, you perform various actions that help you proceed with the case; for example, collaborating with other agents, communicating with the customer for additional details, getting approvals for the case.

Additionally, other users such as a supervisor and a collaborator can also access cases and help you proceed with the resolutions.

Refer to the following table to learn about the different activities that you can perform based on your role:

The following activities are pre-configured in the system. Activities are completely configurable as per the preference of the organisation. 

BMC Helix Customer Service Management includes the following roles and their activities: