This section includes the following information:
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:
The system administrator configures access to the Self Service Portal and configures functionality of the portal by performing the following tasks:
|To enable or configure||Perform the following task||Related documentation|
|Self-service users to log on||Register 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 Portal||Configure guest access to BMC Remedy AR System.||Setting an authentication method|
|Access from a standard browser||Communicate the URL to self-service users.||None|
|Access from BMC MyIT||From 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 Management||Set up a link from BMC Service Request Management.||Linking to BMC Virtual Agent from BMC Service Request Management|
|Language preferences||Configure 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||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 list||Configure support queues and topics.||Setting up support queues|
For information about configuring BMC Virtual Agent, see Configuring after upgrade.
Multiple types of interactions are possible between a self-service user and a virtual agent.
|Task||Self-service user actions||Result|
|Log on to the Self Service Portal||The Self Service Portal opens.|
|Submit a question to the virtual agent to elicit an Artificial Intelligence Markup Language (AIML) response|
The virtual agent responds with the following answer:
This is just a test
|Select an alternate language|
|Submit a question to the virtual agent to elicit a BMC Knowledge Management response||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||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||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||A Chat Log Sent pop-up window displays the email address to which the chat log was sent.|
|Log out of the Self Service Portal||Click Logout.||The portal window closes and you are logged out of the session.|