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 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. Select the value you want to edit in the Default Domain Values section.
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 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.