Page tree
Skip to end of metadata
Go to start of metadata

This section includes the following information:

Overview of the Self Service Portal

Self-service users can use the Self Service Portal to chat with either a virtual agent or a live agent and get suggestions for solutions to their issues. These solutions can include links to knowledge-base content or corporate portals. Typically, self-service users must first ask their question to a virtual agent, but some organizations might choose to enable chats with live agents only. However, even when a user starts by asking a question to the virtual agent, at any time that live agents are online, the user can request to chat with a live agent.

A live agent can accept and handle multiple chat sessions simultaneously. A new session opens in a separate window, and the agent can switch between sessions as needed.

When a self-service user opts to chat with a live agent, the user's question and complete chat history are sent to the queue to be assigned. A self-service user can send files to a live agent to provide more information about an issue, and the live agent can send files to the user to help resolve the issue. A chat log is available for self-service users to email to themselves to keep a record of their chat sessions.

If the Self Service Portal is unavailable because of a holiday or off hours, a message indicates that agents are unavailable. When the service is unavailable, the self-service user is still greeted by the virtual agent but cannot chat with a live agent.

Self-service users can enter up to 1500 characters in a chat message, although the character limit can depend on the ASCII characters used. For example, characters such as " & and % occupy three to five characters, not one character.

The following image shows an example of a typical Self Service Portal session:

Configuring the Self Service Portal

The system administrator configures access to the Self Service Portal and configures functionality of the portal by performing the following tasks:

To enable or configurePerform the following taskRelated documentation
Self-service users to log onRegister users in BMC Remedy Action Request System (BMC Remedy AR System), and provide them with a valid logon ID and password.
Guest access to the Self Service PortalConfigure guest access to BMC Remedy AR System.Setting an authentication method
Access from a standard browserCommunicate the URL to self-service users.None
Access from BMC MyITFrom the BMC MyIT Administration Console, configure Virtual Agent Chat.Changing client functionality options in the BMC MyIT 2.6 documentation
Access from BMC Service Request ManagementSet up a link from BMC Service Request Management.Linking to BMC Virtual Agent from BMC Service Request Management
Language preferencesConfigure language options and translation. Self-service users can set their preferences from the Settings.Setting language options and translation
Live-agent-only chats (without a virtual agent)Set Chat Application Status to Agent Only.Defining chat server options
Self Service Portal availability
  • Configure chat hours and holidays.
  • Configure the Chat Unavailable message.
Setting live chat hours
Self-service users to upload files (including limitations on file size and type)Enable file upload for chat sessions.Configuring self-service user uploads
Session timeout (after which self-service users are logged off)Define the session timeout.None
Topics area and Topic listConfigure support queues and topics.Setting up support queues

Note

For information about configuring BMC Virtual Agent, see Configuring after upgrade.

Sample user-agent interactions

Multiple types of interactions are possible between a self-service user and a virtual agent.

 Sample user-agent interactions
TaskSelf-service user actionsResult
Log on to the Self Service Portal
  1. In a browser, enter the URL supplied by the system administrator.
  2. In the Login dialog box, type the self-service user ID and press Enter.
The Self Service Portal opens.
Submit a question to the virtual agent to elicit an Artificial Intelligence Markup Language (AIML) response
  1. Type a question in the text box. For example, type the word test.
  2. Press Enter or click Send.

The virtual agent responds with the following answer:

This is just a test

Select an alternate language
  1. Click the Settings link and select a language from the Receive Message In menu. For example, select French.
  2. Click the Settings link and select English.
  1. The previously displayed response is translated into French.

  2. The language is reset to English.
Submit a question to the virtual agent to elicit a BMC Knowledge Management response
  1. Type your question in the text box. For example, type How do I get a DOS command prompt in Windows 7?
  2. Press Enter or click Send.
The virtual agent responds with a link to a BMC Knowledge Management solution.
Submit a question to the virtual agent to elicit neither an AIML nor a BMC Knowledge Management response
  1. Type your question in the text box. For example, type Who is John Smith?.
  2. Press Enter or click Send.
The virtual agent responds with the following answer:
I'm sorry but I did not find an answer to your specific question. I have created a web search where you may also find the answer. Click here.
Submit multiple questions to the virtual agent that require responses from different sources
  1. Type your questions in the text box. For example, type Who is Batman?, How do I get a DOS command line in Windows 7?, and Who is John Smith?
  2. Press Enter or click Send.
The virtual agent responds with the following answer (with a separate answer for each question):
I've broken your question up into multiple answers. If you do not see the answer(s) you want below I might be better able to assist you if you ask me one question at a time and keep it to no more than 10-15 words.
Email the chat log
  1. Click the Email Chat link under the question box.
  2. In the pop-up window that displays the self-service user email address, click Send.
A Chat Log Sent pop-up window displays the email address to which the chat log was sent.
Log out of the Self Service PortalClick Logout.The portal window closes and you are logged out of the session.