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Configuring advanced settings for your application

As an administrator, you can configure all advance level settings for your application like case templates, reassignment permissions and more in the Advanced tab.

Refer to the following sections to learn about these settings:

To configure a dynamic case counter

Based on the case nature, category, type, and item of your company code you could create a dynamic case counter to monitor that specific classification. Admins would find this helpful when wanting to proactively monitor any classifications to prevent any issues from occurring.

To add a dynamic case counter, 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 Dynamic Case Counter section, click Advanced and then click Dynamic Case Counter.

  4. In the Dynamic Case Counter section, complete the following fields:

    Field

    Description

    Company Code

    Choose the correct Company from Company the drop-down menu.

    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. 

    Target Count

    Input the appropriate target count that seems fit.

    Counter Status

    Select Active or Inactive based on the status of the counter.

  5. Click Submit.
    The transfer is completed successfully and you can view it in the Dynamic Case Counter section as shown in the following image:
    image-2023-3-17_6-42-33.png

To edit a transfer entry

  1. In the Dynamic Case Counter 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 services/products 

Adding a portfolio of services or products within a company code can be configured using Master Customer Products. This is essential when relating to those products or services when creating a case.

To add a service or product, 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 Master Customer Products section, click Advanced and then click Master Customer Products.

  4. In the Master Customer Products section, complete the following fields:

    Field

    Description

    Company 

    		Choose the correct Company from Company the drop-down menu.

    Service Name

    Enter the service or product name

    Service ID

    Ente the service or product ID/number/code

    Status

    Select Active or Inactive based on the availability of the product or service.

  5. Click Submit.
    The transfer is completed successfully and you can view it in the Master Customer Products section as shown in the following image:
    image-2023-3-17_6-31-2.png

To edit a transfer entry

  1. In the Master Customer Products 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 letter templates

Configure formal templates to streamline the customer service process and to provide agents with consistent and effective communication tools. Formal templates help reduce the communication response time and ensure professional communication.

To configure letter 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 Letter Management section, click Advanced and then click Letter Management.
  4. Choose the correct Company from Company the drop-down menu.

  5. In the Letter Management section, complete the following fields:

    Field

    Description

    Template Name

    Enter a relevant template name. 

    Subject

    Enter the subject line.

    Header

    Enter the header.

    Message Body 1 and 2

    Enter the main message in these fields.

    Footer

    Enter the footer.

    Status

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

     

  6. Click Submit.

To edit a template

  1. In the Letter 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.

To assign trainings to your agent

To configure trainings for agents, you would use the Agent Training Master form. Depending on how the company is structured, a supervisor (or appropriate role) could assign trainings to their agents in order to help continuously grow their skillset. 

To add a training, 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 Agent Training Master section, click Advanced and then click Agent Training Master.
  4. Choose the correct Company from Company the drop-down menu.

  5. In the Agent Training Master section, complete the following fields:

    Field

    Description

    Course Badge ID

    Enter a badge number that would be assigned to the training.

    Course Name

    Enter the course name.

    Start Date

    Select the date on when the course would be available to the agent.

    Completion Date

    Select the date when the agent needs to complete the course.

    Skill SetSelect the correct skill set.
  6. Click Submit.
    The transfer is completed successfully and you can view it in the Agent Training Master section as shown in the following image:

1745425050723-588.png

To edit a transfer entry

  1. In the Agent Training Master 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 email and SMS templates

Configure email and SMS templates that agents can use to communicate with customers and vendors.

To configure email and SMS 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 Notification Template section, click Advanced and then click Notification Management.
  4. In the Notification Management section, choose the correct Company from Company the drop-down menu​​​​​​.
  5. Click Add Message Template.

  6. In the Notification Template panel, complete the following fields:

    Field

    Description

    Template Name

    Enter the template name.

    Template Languare

    Select the template language. 

    Message Type

    Select the type of message.

    Template Notification Type

    Select the type of notification—email or SMS.

    Template Message SMS

    Enter the SMS message template. 

    Template Email Subject

    Enter the email subject line.

    Template Message Email

    Enter the email message template.

     

To map cases to ITSM

Escalate cases to IT and NOC by mapping cases to BMC Helix ITSM. After a case is escalated, a corresponding BMC Helix ITSM incident is created.

To map cases to ITSM, 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 IT Categorization Mapping section, click Advanced and then click IT Categorization Mapping.
  4. Choose the correct Company from Company the drop-down menu.

  5. In the IT Categorization Mapping section, complete the following fields:

    Field

    Description

    Case Nature

    Select the case nature from the list. 

    Category

    Select the category of the case.

    Type

    Select the type of the case.

    Item

    Select the sub-type of the case. 

    Summary

    Select the summary of the case. 

    ITSM Tier 1

    Select Customer Service Management from the list. 

    ITSM Tier 2 and 3

    Select the case relevant values.

    Mapping Status

    Select Active.

  6. Click Submit.
    The IT mapping is created successfully.

To edit an entry

  1. In the IT Categorization Mapping 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.

 

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BMC Helix Customer Service Management 25.3