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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 create and configure a company

The first step in core configuration is to configure a company. Everything else that you configure belongs to this company. As an administrator, you have the ability to create a company code and referring to it for future configurations is critical when building data for it.

Assign a Company to a Domain 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. 

For each company that you create, you must configure the following data:

  • Organizational structure
  • Locations
  • Support groups
  • People
  • Operational Category

To create a company, 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. Under the Configure Company tab, in the Application Administration Console, select "Click here to create and configure a new company".
  5. In the Company dialog box, perform the following steps:
    1. Enter a Company name.
    2. Select Operating Company as the Company Type.
      221_application admin console_company.png
    3. Click Add.
      The company is now configured on the Standard Configuration tab of the Application Administration Console.
      221_applicaiton admin console_1.png

To add an organization

The organizational structure represents the organizations and departments within a company. You can use the Company, Organization, and Department fields. Sales and Marketing are examples of organizations; Widget Sales is an example of a department.

To configure an organization, 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. Under the Configure Company tab, in the Application Administration Console, Step 1: Organization, select the company and click Create.
  5. In the Organization dialog box, perform the following steps:
    1. Enter the organization name in the Organization field.
    2. Enter the department name in the Department field.
    3. Click Add to complete the configuration.
       The organization is now configured.

To add a location

Some companies can have multiple locations. The location information includes the region, site name, and site address information.

To add a location, 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. Under the Configure Company tab, in the Application Administration Console, Step 2: Location, select the company and click Create.
  5. In the Location dialog box, perform the following steps:
    1. Enter a region or to add more site or address information to an existing region, select the existing region from the Region list. Examples of regions are Americas, Europe, or Asia Pacific.
    2. Enter a site group or select one that has been previously defined for the selected region. Examples of site groups are Amsterdam or Paris for the Europe region.
    3. Enter a site name.
    4. Enter address information. The Country and City fields are required.
    5. Select a time zone.
    6. Click Add to complete the configuration.
       The location is now configured.

To assign a CSM domain

As an administrator, you need to assign the company to a CSM domain to enable it for further configuration in CSM. 

To assign a CSM domain, 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. Under the Assign CSM Domain tab, perform the following steps:
    1. In the Company field dropdown, select the company you just configured.
    2. In the Domain field dropdown, select the relevant option.
  5. Click Submit.
    The CSM domain is now assigned to the company.

To create support groups

The Support Group structure is defined as Company > Support Organization > Support Group, which represents how a company is structured from a support perspective. As an administrator, you can create support groups and assign a CSM group role for each support group.

To create support 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. Click Support Group.
  4. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  5. Click the Create link next to Support Group.
  6. In the Support Group dialog box, perform the following steps:
    1. Enter the name of the support organization in the Support Organization field. After you add the first support group to the organization, you can select the organization when you add the next support group.
    2. Enter information in the Support Group Name field.
    3. Select Line of Business in the Support Group Role dropdown. The Support Group Role field describes the role that the support group has in the organization.
    4. Click Add
  7. When you are finished configuring support groups for the company, click Close.

To assign group roles

Once the Support Groups are configured in the Application Administration Console, as an administrator, you need to assign group roles to these support groups in CSM. This process ensures that each support group is correctly linked to the appropriate Main Group and assigned the correct CSM Group Role

To assign group roles, 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 Support Group > Support Group CSM configurations.
  4. Select the correct Company.
  5. Select an entry from the grid and click Assign CSM Role.
  6. In the panel, click Add Main Group.
  7. Enter the Group Name and Group Long Name.
  8. Click Submit.
  9. Repeat Steps 7 and 8 until all Main Groups are configured.
  10. When you are finished configuring main groups, click Close.
  11. From the Main Group field dropdown, select the relevant Main Group for the selected group in the grid.
  12. In the Group Role field, choose the appropriate role.
  13. Click Submit.
  14. Select the next entry from the grid and click Assign CSM Role.
  15. Repeat Steps 11, 12, and 13 for each entry in the grid.

To create users (People)

As an administrator, you can add new users and set their default roles in this section.

To create users, 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 People.
  4. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  5. Click the Create link next to Step 4: People.
  6. On the Person Template dialog box, perform the following steps:
    1. Enter the First Name and Last Name.
    2. Set Support Staff to Yes.
    3. Select the Site from the dropdown.
    4. Enter the Login ID and Password.
    5. Navigate to the Access Restriction tab and click Update Access Restrictions.
    6. In the pop-up window:
      • Click the Access Restriction dropdown.
      • Under Operating Company, select the relevant company.
      • Click Add/Modify and close the window.
    7. Switch to the Support Groups tab.
    8. Click Update Support Groups and Roles.
    9. In the pop-up window:
      • Select the Support Organization.
      • Choose the relevant Support Group for this user.
      • Set Member as the Relationship Role.
      • Click Add and close the window.
    10. Click Add to complete the user creation.
  7. Repeat Steps 5 and 4 to create additional users.

Each user needs to be given the necessary permissions in order to view KB articles. To give those permissions, perform the following steps:

  1. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  2. Click the View link next to Step 4: People.
  3. Select the user.
  4. 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.

To create operational categories (classifications)

As an administrator, you must define the Case Nature (Operational Categorization Tier 1) and classify it using three key criteria:

  • Category (Operational Categorization Tier 2)
  • Type (Operational Categorization Tier 3)
  • Item (Operational Categorization Tier 4)

These classifications enable agents to better understand and categorize cases, leading to faster and more efficient resolution.

To create 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 log in and click Open Console.

  3. Click Classification.
  4. On the Standard Configuration tab of the Application Administration Console, select the correct company.
  5. Click the Create link next to Step 6: Operational Category.
  6. On the Operational Catalog form, enter the operational categorization tiers:
    1. Case Nature (Operational Categorization Tier 1)
    2. Category (Operational Categorization Tier 2)
    3. Type (Operational Categorization Tier 3)

  7. To create Operational Categorization Tier 4, click 2102_Operational Categorization Tier 4.png.

    1. Item (Operational Categorization Tier 4)
  8. Set the status of operational category to Enabled.
  9. Select from the following options for the Make Category available for field:
    • Current company—Select this option if you want the operational category to be available for the current company.
    • All companies—Select this option if you want the operational category to be available for all companies.
  10. Click Add. 
  11. After you add the operational categories, click Close.

To associate a domain tag to an operational category

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Products/Operational Catalogs > Operational Catalog, and then click Open.
  3. On the Operational Catalog Setup form, you can perform the following tasks:
    1. To associate domain tags to an existing operational category, perform the following steps:
      1. Click New search.
      2. In the Operational Categorization Search Criteria area, enter search criteria in the fields, and click Search.
      3. From the Operational Category table, select the record to which you want to associate the domain tag. 
  4. From the Company and Module Relationships section, click IS Domain Tags.
  5. From the list select the Customer Service Management domain tag, and click Add.
  6. Click Close.

If the Customer Service Management domain tag is missing, perform the following steps to configure the domain tag:

  1. In the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Application Settings > Manage Domain Tags, and then click Open.
  3. Click New Search and type Customer Service Management in the Domain Tag Name field.
  4. If you see an entry in the results above, proceed to associating the domain tag to the operational category.
  5. If you get a No matches error, click New Request.
  6. Enter Customer Service Management in the Domain Tag Name field.
  7. Enter CSM in the Unique Domain Tag Identifier field.
  8. Click Save and close the tab.

ITSM Tiers for IT Categorization Mapping

To configure ITSM Tiers for IT Categorization Mapping, perform the following steps:

  1. Click Classification.
  2. In the Configuration for Company dropdown, select the company.
  3. In Step 6: Operational Category, click Create.
  4. In the pop-up window:
    1. Enter the Operational Categorization Tiers:
      • Tier 1 enter Customer Service Management
      • Tier 2 is the Category of the case you are configuring
      • Tier 3 is Type or Item of the case you are configuring
    2. Click Add.

To assign CSM parameters

As an administrator, you can assign certain parameters to a case like severity, auto close and much more. 

To assign parameters, 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 Classification > Assign CSM Parameters. 
  4. Select the Company.
  5. Select the relevant case.
  6. To set parameters, perform the following steps:
    1. Severity—Select the relevant severity of the case.
    2. Close on Submit—Select the relevant option from the dropdown.
    3. Callback Required—Select the relevant option from the dropdown.
    4. Auto Close Time In Days—Enter the number of days to auto-close the case.
    5. Create Summary—Select the relevant option from the dropdown to automatically create summary.
    6. Create Case Template—Select the relevant option from the dropdown for auto creation of case template.
  7. Click Submit.

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 it using these questions, which enables other agents and collaborators to provide their input 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 log in 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 combination 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 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.

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.

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.

 

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BMC Helix Customer Service Management 25.2