Helix Business Workflows

Engaging omni-channel experiences that simplify the way business service gets delivered
Built with speed and flexibility in mind
Reduce the complexity created by disparate workflow and case management tools with a structured and measured way to collaborate across business functions.
  • Omni-channel engagement: Change the way service is consumed and delivered by extending beyond traditional service channels with chatbots and virtual agents
  • Cognitive capabilities: Leverage cognitive capabilities to eliminate manual work and drive ROI through automatically applied case templates or categorization to cases
  • Drag-and-drop workflow creation: Empower business users with pre-defined workflows that allow them to create and automate workflows without writing code
  • Form-less requests: Deliver modern case management with quick case creation through recommended templates and knowledge articles
  • Tailored user experiences: Create custom views without writing code; leverage Helix Innovation Suite to tailor applications to specific business requirements
LINE OF BUSINESS MANAGER
Your responsibility for team management, budget planning, and process improvements means continually addressing case management reporting, and demonstrating the business value of your organization.
With Helix Business Workflows you can:
  • Deliver a competitive edge with a new ambient service experience
  • Easily configure workflows for Knowledge Management, Service Levels, and Task Management
  • Simplify service offerings with an enterprise service catalog
  • Manage team productivity with detailed reports, activity feeds, and dashboards
  • Standardize and streamline information with defined templates
  • Generate appropriate audit trails
AGENT/CASE WORKER
Your goal is to work fast and with high quality. You want tools that help you deliver a great experience by registering and resolving customer issues quickly and effectively, and building on the knowledge base that you and other specialists rely on.
With Helix Business Workflows you can:
  • Easily find resources and solutions with intuitive digital user experiences
  • Save time when creating cases with auto-populated case details
  • Work faster with re-usable templates
  • Deliver a great service experience by capturing real-time information
  • Improve quality with automatically displayed knowledge articles needed for case resolution
  • Collaborate with peers by authoring and sharing knowledge articles
BUSINESS ANALYST
You champion the digital workplace and look for ways to translate innovative ideas into solutions. Your job is to understand the needs of the business, turn them into functional requirements, and ensure applications are aligned as business needs change.
With Helix Business Workflows you can:
  • Add immediate value in areas where employee engagement is important
  • Create an infrastructure agile enough to adapt to rapidly changing demands with an employee-centric, omni-channel experience
  • Tailor the user experience and create workflows to deliver self-service solutions
  • Reduce the need for manual tasks with automated workflows for common requests
  • Enable and author knowledge-based self-service articles
  • Automate manual processes
EMPLOYEE
You travel often, use multiple devices, and spend a lot of time online collaborating with others. You like to solve issues on your own and need quick and easy access to all IT services as well as non-IT resources
With Helix Business Workflows you can:
  • Have intelligent conversational experiences through BMC Helix Chatbot
  • Resolve issues on-the-go with service requests and knowledge articles
  • Receive in-app notifications across multiple channels
  • Perform your role with minimal disruption and deliver results
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