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19.11 enhancements preview

This section contains a preview of the enhancements in version 19.11 of the BMC Helix Business Workflows product.

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

Live chat with users for quicker case resolution

BMC Helix Business Workflows provides a user interface for Live Chat that enables a case agent to assume the role of a live agent and participate in chat sessions. Case agents can assist users to resolve questions and create cases directly from a chat. 

Chat with users to resolve their issues
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Categorize resolved cases to gain insights and report on the resolution process

As a case business analyst, define case resolution codes to enable documentation and reporting on various types of case resolutions. You can also define if case agents have to provide the resolution code or a resolution description before resolving a case.

Selecting a case resolution code
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Automate case status transitions for quicker case resolution

You can automate case status transitions by defining the criteria to change a case status. You can define a criteria to change a case status. When the criteria is met, the status of the cases specified in the criteria is updated automatically.

Option to add automatic case status transition configuration
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Automatically notify users by using annotations when adding updates in the case Activity feed

You can use the @<Name> annotation when adding notes to the case Activity feed to automatically send notifications to the user about the update added to the case.

Enhancements to data permissions for enhanced security

The following changes were made to the default access provided to various roles in BMC Helix Business Workflows:

  • As a case manager, you have read-only access to certain BMC Helix Business Workflows configuration data.  
  • Based on your functional role, actions that you do not have permissions for are disabled in the UI.

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