Leveraging BMC Helix Business Workflows features with Workplace Service Management
The following BMC Helix Business Workflows features can help workplace technicians to resolve workplace-related cases efficiently:
- Relating assets to cases and tasks - Assets can be associated with cases, tasks, and preventive maintenance schedules. Workplace technicians working on those cases and tasks will be able to view full information about assets, such as make, model, and other key areas that are important for workplace technicians to execute their work.
- Adding checklists to cases and tasks - Checklists are a pre-defined list of standard operating procedures or steps that a workplace technician must perform before resolving maintenance cases. A checklist ensures that all necessary steps are followed and that maintenance work is completed consistently and completely.
- Attaching knowledge articles to case templates - Knowledge articles can be attached to case templates so that when cases are created by using these case templates, knowledge articles are automatically associated with those cases. Workplace technicians can refer to the attached knowledge articles and get detailed maintenance information, pictures of the asset, and technical specifications that will help them to complete the maintenance work quickly.
Relating assets to cases and tasks
Relating assets to cases and tasks enables asset visibility in case management and facilitates location or site based assignment of cases. If you want to relate assets to cases and tasks, enable asset integration configuration for your line of business.
Apex Global company has enabled asset integration for their Workplace Service Management line of business. The following image shows how Bob Baxter, a workplace technician in Apex Global creates a case and relates an asset to the case and how it helps the workplace technician Allen Allbrook in resolving the case effectively.
Here, by relating the coffee machine to the case,
- The case is assigned to a workplace technician in Houston based on the location of the coffee machine.
- Allen Allbrook has visibility to the product details, location, and lifecycle details of the coffee machine that are important to execute the repair work.
Learn more about asset integration feature and how to enable asset integration for lines of business in Asset integration for a line of business.
Adding checklists to cases and tasks
Checklists are a predefined list of best practices or steps that a workplace technician must perform before resolving cases and tasks. Adding checklists in cases and tasks reduces errors and ensures that all necessary steps are taken before resolving a case, and there is consistency and completeness in case resolution.
The following image shows how Francie Stafford, a workplace technician in Petramco company creates a case in BMC Helix Business Workflows to repair an air conditioner. The case is created with a checklist that lists the steps that the case assignee Ian Plyment must follow to resolve the issue.
The checklist helps Ian Plyment complete all necessary steps to repair the air conditioner correctly.
Learn more about the checklist feature in Checklists.
Attaching knowledge articles to case templates
Knowledge articles are a great way of sharing information in an organization and workplace technicians can get the required information from knowledge articles to resolve the cases. By attaching knowledge articles to case templates, workplace technicians working on cases created by using these templates can refer to the attached knowledge articles and resolve the cases quickly and efficiently.
Brittney, an employee of Centari company has lost the access card and she raises a request to issue a new access card. In the following image, let's see this scenario in detail and understand how knowledge articles attached to cases can help workplace technicians resolve cases quickly:
In this scenario, the knowledge articles attached to the case provides Mary Mann with the necessary information to issue a new access card, and she is able to resolve the case quickly and efficiently.
Learn more about attaching knowledge articles to case templates in Creating and updating case and task templates.
Video: Preventive maintenance of assets
Watch this video (4:49) to learn how BMC Helix Business Workflows features can be leveraged with Workplace Service Management for preventive maintenance of assets:
