Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Resolving your issues by using BMC Remedyforce Chat

Remedyforce Chat enables you to chat with a staff member for assistance without having to leave the Self Service site.

Through a chat conversation, a staff member can provide the following assistance:

  • Answer your queries
  • Provide help with service request selections 
  • Share knowledge article links or help troubleshoot your issues by providing steps for resolution

Note the following important points about using BMC Remedyforce Chat:

  • Each time you initiate a chat, a staff member must create a new incident or link the chat to an existing incident.
  • You can send attachments to a staff member during a chat. To send an attachment, click .
    The size of an attachment cannot exceed 2 GB.

To initiate a chat with a staff member

  1. Click the Remedyforce Chat header to expand the chat window.
  2. If the Pre-Chat form is enabled, to start a chat, perform the following actions:

    1. From the Select a Category list, select the category that your query relates to.

    2. Enter your query in the Describe your issue field.

    3. Click Start chat.

  3. If the Pre-Chat form is not enabled you can start chatting after a staff member is available to chat.

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