BMC Software announces the 19.08 release of the BMC Helix Business Workflows product. BMC Helix Business Workflows is a modern case management solution that extends services for lines of business—including HR, facilities, and other groups—in a scalable, managed, and automated way.
BMC Helix Business Workflows 19.08 highlights
Reassign or start watching multiple cases at a time
As a case manager or case agent, you can reassign or start watching multiple cases at a time instead of individually updating each case. To receive updates about status or assignment changes in cases, add them to a watchlist and select the updates for which you want to receive notifications. To stop receiving notifications, you can remove the cases from the watchlist.
Enable agents to reopen closed cases
As a case business analyst, you can configure templates to define a time period during which a case agent can reopen a case after it has been closed.
As a case agent, if you create cases by using templates that allow case reopen, you can reopen closed cases if they were accidentally closed or closed without definite action on the case.
Create templates to standardize activity notes and save time
As a case business analyst, you can create activity note templates to standardize the notes added to cases, tasks, knowledge articles, or person profile. Case agents can use predefined templates to save time in adding activity notes, and maintain a communication standard with the requester.
View and add related cases and people from within a case
As a case agent, you can view and access related cases from the case details screen. You can add related people to the case and access the person profile to view additional details about the person. Relationship types defined for the related cases and people help identify how they are related to the case, for example, Parent—Child relation between cases.
Enhanced auditing capabilities for cases, tasks, and knowledge articles
As a case agent, you can view the history of activities performed on a case, task, or knowledge article on the Activity tab of the record. You can track status changes, assignment changes, number of views, access to confidential data, priority changes, and so on.
Auditors can view the sequence of events that a case or task has undergone by using the activity reports - Case Activity Details and Case Reopen Details.
Enhancements to the people profile
As a BMC Helix Business Workflows user, you can view a user's information in a single screen and add notes for the user. You can view the following information on the profile:
- User's reporting hierarchy, access details, organizational information, contact details and person related notes.
- Details of cases and users related to the user along with the relationship type to easily identify how they are related to the user.
- Your activity history when viewing your own agent profile.
Learning more about version 19.08 of BMC Helix Business Workflows