Users access the Self Service Portal through any standard internet browser. When a self-service user opens the Self Service Portal, the user is greeted by the virtual chat agent Jenn. If service alerts have been set up in the system (configured by the system administrator), Jenn describes the alerts and advises the user to take the appropriate action.
The Self Service Portal provides the following options:
The Topics menu provides a list of subjects that a question may relate to. Selecting a topic routes a user question to the subject matter expert for that topic.
Items listed on the right side of the Self Service Portal are configured by the system administrator. The system administrator defines whether to display service alerts, live chat sessions, open incidents, and frequently asked questions in the eschat_config.properties file. For more information about configuring features of BMC Virtual Chat, see Administering.
For instructions for self-service users, see Using the Self Service Portal.