BMC Helix Virtual Agent Advanced service

This topic provides BMC Helix Virtual Agent Advanced customers with information specific to service operations. For BMC Helix Virtual Agent Advanced product-specific documentation, visit the Product Overview page.

The following items are documented for this service:

Licensing

The BMC Helix Virtual Agent Advanced service is available with the purchase of any of the following line items from your ordering document:

License	Unit of Measurement
BMC Helix Virtual Agent Advanced - Named User (100 Users)	per named user - SaaS
BMC Helix Virtual Agent Advanced - Active User (100 Users)	per active user - SaaS
BMC Helix Virtual Agent Advanced Premium Environment - Named User (100 Users)	per named user - SaaS
BMC Helix Virtual Agent Advanced Premium Environment - Active User (100 Users)	per active user - SaaS
BMC Helix Virtual Agent Advanced for Bring Your Own IBM Watson - Named User (100 Users)	per named user - SaaS
BMC Helix Virtual Agent Advanced for Bring Your Own IBM Watson - Active User (100 Users)	per active user - SaaS

Please refer to Service location for available datacenter locations.

With the "per named user - SaaS" unit of measurement, each named user accessing the application has an assigned license that is not available to other users.

With the "per active user - SaaS" unit of measurement, an active user represents an individual who has a unique login ID assigned, and who at least once during the calendar month logs into or connects to the subscription service. Active users are counted on a monthly basis.

Reminders:

Data for BMC Helix Virtual Agent is stored within the application at the data center hosting location, as well as its corresponding IBM cloud location. The knowledge management functionality within BMC Helix Virtual Agent stores data in the European Union Azure datacenter.
For BMC-provided services In the IBM cloud, conversations are stored for 30 days with the purchase of the standard offering, and 90 days with the purchase of the Premium Environment offering. Conversations stored within the application are retained indefinitely until removed by your tenant administrator.
BMC strongly encourages customers who purchase the standard offering to carefully review the data input into their service. Both the Premium Environment and Standard offering provides IBM Watson Assistant capabilities, as well as a Data Privacy agreement with IBM.

License entitlements

The following applications, features, and utilities are available with the purchase of BMC Helix Virtual Agent Advanced:

Entitlements - BMC Helix Virtual Agent Advanced applications, features, and utilities
BMC Helix Virtual Agent —Default, out-of-the-box chatbot BMC Helix Digital Workplace Catalog—Unified service catalog IBM Watson Assistant—Machine learning and cognitive service provider Omni-channel engagement with supported chat channels—Microsoft teams, Microsoft Skype for Business on-premises, Slack, WhatsApp, and SMS Chatbot starter kit—Several example use cases that can be implemented or built upon easily. BMC Helix Dashboards—Unified reporting that gives a consolidated view of the data from BMC Helix Virtual Agent Advanced. Live Chat with integrated BMC subscription services—Live Chat capability with support agents. Support for multiple languages by using IBM Watson - please see Localizing chatbot conversations by using localized Chabot Skills for each language. Cognitive search
*Entitlements - Full BMC Helix Knowledge Management by ComAround Enterprise capabilities
Knowledge builder for text, images, and video All supported languages Microsoft Azure Active Directory Prepopulated knowledge base Reporting and analytics KCS® v6 verified Self-service and mobile app for end users Decision tree

*The BMC Helix Knowledge Management by ComAround entitlement is only for customers with versions on 21.05, 21.3 and higher.

Additional license terms

The following additional terms apply to the BMC Helix Virtual Agent service:

Licensing terms and conditions are as defined in the governing master agreement and take precedence over any published description from this site.
Entitlements are subject to change.
Non-production environments are configured with the same license capacity as the production environment.
Purchased licenses are only valid on one production environment.
There is a 5,000 user minimum with the purchase of the Premium Environment license (named or active users).
Licenses are sold in user packs, with a minimum of 10 user packs at first purchase. [1 user pack = 100 licenses]
BMC Helix Virtual Agent Named Users should match the Digital Workplace Advanced Named Users.
The number of BMC Helix Virtual Agent, Named or Active users will match the number of BMC Helix Knowledge Management by ComAround users (known as *Knowledge Workers) provided as part of this entitlement at no extra charge [1 Helix Virtual Agent user pack = 100 Knowledge Workers].
*Knowledge Workers include supporting end-users and Knowledge Management authors

Standard environments

Your purchase of BMC Helix Virtual Agent Advanced provides the following environments:

Tailoring (BMC Helix Virtual Agent only)
Quality Assurance (BMC Helix Virtual Agent only)
Production (BMC Helix Virtual Agent and BMC Helix Knowledge Management by ComAround)

Additional environments are available for any BMC Helix service for an additional fee. See BMC Helix additional environment option.

Add-on services

There are no add-on services available for BMC Helix Virtual Agent Advanced.