This documentation supports the 1.4 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Smart Recorder overview

The Smart Recorder provided with BMC Remedy with Smart IT reduces the amount of time that it takes to register and resolve incidents and work orders, increasing call center productivity and improving customer satisfaction. 

Smart Recorder employs a free form text entry field that frees your from having to serve the needs of a structured form and lets you focus instead on what the customer is saying. This method of creating tickets lets service desk agents capture information in real time, directly from the customer and in their own words. As the service desk agent notes details about the issue from the customer, the system becomes aware of those details and starts to run background full text searches against people information and asset records to help identify the customer's organization, location, assigned assets, and so on. The results of those searches are presented on-screen as suggested matches. When there is a match, the service desk agent can associate that information to the incident or work order with a single click.

Smart Recorder also suggests templates, which you can use to create a ticket or service request. The template pre-populates information in the ticket and saves details in a structured way that later can be searched and used for reporting.

In addition, Smart Recorder searches other system resources and suggests knowledge articles and similar, resolved tickets that might help the service desk agent resolve the current issue. You can review summaries of these articles and tickets while the customer is still on the phone. If you find a resource that could resolve the issue, you can immediately walk customers through the resolution and then verify with them that the ticket is resolved. 

If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.

Related topics

Smart Recorder - Handling tickets dynamically in Smart IT 

Scenarios for creating tickets using Smart IT


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Comments

  1. Mireia Sanchez

    Hi, 

    Is it possible to customize how Smart Recorder displays the recommended Knowledge?

    Like adding a filter to narrow the recommended knolwedge results?

     

    Thanks!

     

     

    May 24, 2016 09:54
    1. Rakhi Rathod

      Hello Mireia,

      Apologies for getting back late on your comment.

      Smart IT does not support customizing Recommended Knowledge pane in Smart Recorder. You have to enter specific criteria in the advanced search to get better result.

      Could you submit your idea on the BMC Communities. Smart IT architects and experts will certainly go through your idea.

      Thanks,

      Rakhi

      Jul 29, 2016 02:38