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This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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:

RoleResponsibilities
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.

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