This document provides the overview of the new functionality and changes to the Business Data Exceptions (BDEx) application suite. This covers the following modules within BDEx:
Customer Centric Hub:
Provides a real time, 360 degree view of the customer. The Customer Centric Hub provides a real time view of all open exceptions, work and issues, historical work and past interactions.
The Dynamic Work Center:
The inbox within BDEx. It provides the ability for agent to receive work without cherry picking and for managers to have a real time view of their team’s workload. Ensures that work is received by the right agents, at the right time and in the correct priority sequence.
BPEM Closure Control:
Enforces the link between the BPEM exceptions case and the underlying route cause issue. Provides the ability to define rules that determine when a case can be closed, ensuring that work is only closed when these rules have been met.
This document covers the following versions:
BDEx Release 4 (Released November 19th 2015).
BDEx Release 4.1 (Released March 31st 2016).