Phased rollout


This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Roles and permissions

BMC Helix Virtual Agent supports several roles, each with its own goals and responsibilities. 

The following table describes the capabilities for each role:

Administrator (Remedy administrator)
  • Configures BMC Helix Virtual Agent for your business requirements.
  • Configures a chatbot to work with communication channels such as Slack, Skype for Business on-premises, Microsoft Office 365 Teams, or SMS.
  • Creates localized Skill.
  • Integrates a chatbot with BMC applications such as BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows.
  • Tests the chatbot training data to improve predictability.
  • Enables live chat.
  • Embeds the BMC Helix Virtual Agent UI in an external application.
  • Generates chatbot usage reports.
Application business analyst
  • Creates multiple, specialized chatbots for different lines of business.
  • Imports the chat-enabled services from BMC Helix Digital Workplace Advanced to BMC Helix Virtual Agent.
  • Configures cognitive search for BMC Helix Virtual Agent.
End user
  • Creates service requests by using chatbots.
  • Escalates the service request to support agents if the chatbot is unable to resolve the service request.
  • Provides feedback by using the BMC Helix Virtual Agent user survey.

Related topic

Adding people Open link

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