Enate's Builder module is for business analysts and people within your Center of Excellence where they can configure the processes that make up a service.

Overview of Builder

Enate Builder allows you to deploy and configure new Services, Cases and Tickets for your customers quickly and easily. It allows you to set up standard reusable configurations which help support repeatability in your Service delivery.
This following sections will describe the features available to allow you to view the Services your customers receive (and which components of that Service are switched on for them, i.e. specific Cases and Tickets), configure these Cases and Ticket settings, create standard patterns of settings to be re-used, build Flows, and move these items from draft through to live operating business processes.
Here's a quick video that will introduce you to Builder:

Accessing Builder

You can access Builder by first logging into Work Manager. If you have been set up with ‘Can access Builder’ in your user setup (done by your user administrator, see here for more details), then you will have access to Builder from the navigation menu. This will open Builder up in a separate window.

Overview of the Main Builder Sections

Navigation links to the various sections available in Builder are displayed in the toolbar down the left side of the screen.
The main sections of Builder to familiarise yourself with are as follows:
  1. 1.
    Service Lines Screen - this is where you can see, create and manage your service line master data.
  2. 2.
    Service Matrix Screen – this is where you can see a list of your customers and which Services they receive and where you can create new Cases and Ticketing processes under them.
  3. 3.
    User Management Screen – this is where you can create and maintain your Service Agents, Robots, Self Service users and User Groups.
  4. 4.
    Email Mailbox configuration - this is where you can set up your mailboxes, choose where work arriving in these mailboxes routes to, plus set up standard email templates and canned responses for use when composing mails in Work Manager.
  5. 5.
    Working Calendar Management – this is where you can define the working days, hours, national holidays into set calendars which you can then link to Customers and Contracts during their definition.
  6. 6.
    Custom Data Screen – this is where you can create Custom Data Fields which can then be displayed on Cases, Ticket and Actions.
  7. 7.
    Custom Cards Screen – this is where you can create Custom Cards which can then be displayed on Cases, Ticket and Actions.
  8. 8.
    Schedules – this is where you can create schedules of dates which can be used to manage delivery dates for activities in your cases (e.g. for Payroll environments) and create repeating schedules to trigger Cases, allowing them to be launched automatically.
  9. 9.
    Localisations Screen – this is where you can set localised values for your own data that has been created when designing your processes.
  10. 10.
    System-wide Settings – the is where you can adjust Service Provider Company settings and other General settings which take effect at system level.
  11. 11.
    Marketplace - this is where you can access your integrations, such as your RPA connections (e.g. UiPath) and OCR integrations (e.g. ABBYY)

Setting Levels of Access in Builder and Work Manager

Enate allows for a granular level of granting access to people who have access to Builder and Work Manager. These can all be found in the the 'Access' tab of the Edit User popup in the ‘See More’ section of an individual user in the User Management Screen.
The breakout of permission levels for a user to access Builder is as follows:

Can Edit Shared Configuration

This setting allows the user to modify core settings and shared data which are used in multiple places and so can have more wide-reaching impact when modified, as well as access to the following levels of configuration:
  • Add/Edit Service Line
  • Add/Edit Case/Ticket Archetype
  • Add/Edit Action-Type in Global Menu
  • Add/Edit/Clone of Flavours i.e. Due Date, Allocation, Action general, Ticket Follow Up
  • Add/Edit Ticket Category Global List
  • Add/edit Global Checklists
  • Add/Edit Service Provider
  • Add/Edit System Setting
  • Add/Edit Calendar
  • Add/Edit Custom Data and Fields
  • Add/Edit Email Settings
  • Add/Edit Schedule Structure

Can Access User Management

This setting allows you to specifically access the User Management and RPA Integration sections.

Can Set Live

You can use this attribute to help support segregation of capabilities - allowing you to specify that people who build processes in Builder aren't necessarily the same people who can set those processes live. This supports the existence of a 'Release Manager' role. This setting allows the user to access the following levels of configuration:
  • Add/Edit Language translation
  • Add/Edit Contract
  • Add/Edit Service
  • Add/Edit Case/Ticket into a Service
  • Add/Edit Local checklist
  • Add/Edit Customer
  • Add/Edit Fixed Frequency Schedule
  • Add/Edit Schedule records to Set Live and Retire