Templates are an easy way for agents to save time by reusing the information that is common to the similar type of requests. If you are using BMC Helix Business Workflows for different lines of business, templates ensure that the case follows the Flowset-specific processes.
For example, cases that are created by using the Facilities case template follow the Facilities Management-related processes.
In BMC Helix Business Workflows, as a case business analyst, you can create case templates and task templates. For example, if you discover multiple cases for the same request, such as employees asking for information about benefits packages in the organization, you can create a case template and reuse it. Similarly, you can create a task template that verifies which packages apply to the employees for each request, and reuse it.
Templates are an easy way to save time by reusing the information that is common to similar types of requests.
Dynamic fields enable agents to gather additional case related information while creating a case or executing a task. You can add dynamic fields to a template from the dynamic field library, or create a new dynamic field from within the template. The new field you create is automatically added to the dynamic field library after you save the template.
You can add dynamic fields to the template to gather additional case related information. While creating a case or task by using the template, case agents add information to the defined dynamic fields.
For more information about adding fields to the field library,
- read more Adding dynamic fields to the dynamic field library.
- or make comments below