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BMC Helix Business Workflows is a modern case management solution built for Service Delivery Owners, including HR, Facilities, and other groups—in a scalable, managed, and automated way.

Transform the way you manage, automate and scale business services

Reduce the complexity created by disparate workflow and case management tools with a structured and measured way to collaborate across business functions.

  • Intelligent service delivery: Enable HR, Facilities, and other lines of business to deliver innovative services that drive compelling employee and company engagements
  • Knowledge management services: AI-powered BMC Helix Knowledge Management services provide accurate, fast responses with real-time language translation and KCS® v6 verification
  • Omni-channel engagement: Change the way service is consumed and delivered by extending beyond traditional service channels with chatbots and virtual agents
  • Comprehensive case management: Full and extensive capabilities featuring integrated content packages and starter services tailored to Lines of Business
  • Drag-and-drop workflow creation: Empower business users to create custom workflows, enhancements, and views to extend capabilities to meet business requirements
  • Form-less requests: Deliver modern case management with quick case creation through recommended templates and knowledge articles

Find out how we can help your line of business

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Amp up employee productivity and satisfaction while scaling service delivery and cutting costs

Increase performance with drag-and-drop workflows

Operations 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 BMC Helix Business Workflows you can:

  • Deliver a competitive edge with a new ambient service experience
  • Simplify service offerings with an enterprise service catalog
  • Manage team productivity with detailed reports, activity feeds, and dashboards
  • Greatly reduce or deflect service requests through intelligent self-service
  • Generate appropriate audit reports

Amp up productivity with quick case creation

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 BMC 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
  • Require no- or low-code tools to do the job
  • 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

Encourage collaboration and change

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 BMC 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 intelligent 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
  • Easily configure workflows for Knowledge Management, Service Levels, and Task Management

Increase individual efficiency and productivity


You need to work anytime, from anywhere, 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 information when and how you need it, regardless of where the services and resources reside.

With BMC Helix Business Workflows you can:

  • Have intelligent conversational experiences through BMC Helix Virtual Agent
  • 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

Explore integration solutions to get even more value from BMC Helix Business Workflows

Learn more

Getting started with BMC Helix Business Workflows is easy