BMC Helix Virtual Agent Basic

This topic was edited by a BMC Contributor and has not been approved.  More information.

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


The following items are documented for this service:

Licensing

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

LicenseUnit of MeasurementService location - BMC Helix Virtual AgentService location - BMC Helix Knowledge Management by ComAround
BMC Helix Virtual Agent Basic - Named User (100 Users)per named user - SaaS

U.S. Commercial A

U.S. Public Sector

European Union

United Kingdom*

U.S. Commercial A AWS

Canada AWS*

Asia Pacific AWS*

Germany AWS

Brazil AWS*

South Africa AWS*

Australia AWS*

UAE Azure*

Canada Government AWS

U.S. OCI

Germany OCI

*Note that services utilizing IBM Watson capabilities will have data stored outside of the service location's country.

European Union Azure


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

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 is stored within the application at the data center hosting location, as well as its corresponding IBM cloud location. For BMC Helix Virtual Agent Basic Premium, there are knowledge management functionality that stores data in Azure datacenters.
  • 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 BMC Helix 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 Basic

Entitlements - BMC Helix Virtual Agent Basic 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 Basic.
  • Live Chat with integrated BMC subscription services—Live Chat capability with support agents.
  • Support for multiple languages by using IBM Watson - See Localizing chatbot conversations by using localized Chabot Skills for each language for details. 
*Entitlements - BMC Helix Knowledge Management by ComAround
  • AI-powered knowledge search and preview in Chatbot and Digital Workplace
  • Provide feedback on articles
  • Migration utility to sync knowledge articles from BMC Helix ITSM and BMC Helix Business Workflows
  • Prepopulated knowledge base in up to three languages

Important

Creating and updating knowledge articles in BMC Helix Knowledge Management by ComAround is excluded, i.e., no knowledge worker entitlement.

*The BMC Helix Knowledge Management by ComAround entitlement is only for customers with versions on 21.02, 21.05, 21.3 and higher.  


Additional license terms

The following additional terms apply to the BMC Helix Virtual Agent Basic 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 in 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 100 user packs, with a minimum of 10 packs.
  • BMC Helix Virtual Agent Named Users should match your Digital Workplace Advanced Named Users. 

Standard environments

Your purchase of BMC Helix Virtual Agent Basic 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 Basic.

Related topics

BMC Helix Platform (Innovation Suite)

Watson Assistant Foundation (free online IBM course; registration required)

Designing Conversational Solutions (free online IBM course; registration required)

Tracking events to generate Virtual Agent usage reports

Supported browsers and devices

Supported languages


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Comments

  1. Jan Sierens

    The links in the related topics seem to be pointing to pages that were deleted. For example:

    'Chatbot framework architecture' has been deleted

    Aug 25, 2020 07:56
    1. Betty Xu

      Hi Jan, thanks so much for flagging.  The references to deleted pages have been removed.

      Jun 21, 2021 01:32
  2. Maite Lopez-linares
    Nov 05, 2020 12:49
    1. Betty Xu

      Hi Maite, thanks so much for flagging.  The links have been removed. 

      Jun 21, 2021 01:31
  3. Gunjan Arora

    Is cognitive search included in Virtual Agent Basic ? As i have seen another document which says Cognitive Search is only included in Virtual Agent Advanced. Please confirm.

    Jun 29, 2022 07:21
    1. Dhanya Menon

      Hello Gunjan,

      Cognitive search is a part of Virtual Agent Advanced and therefore has been removed from this page.

      Thanks,

      Dhanya

      Jul 04, 2022 09:36