Space banner

 

This documentation supports the 19.08 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

Using Microsoft Teams for ChatOps-type collaboration between agents


This use case enables support agents to use the ChatOps-type collaboration model: support agents, chat tools, and chatbots to work together with Smart IT and solve customer problems faster.

Smart IT provides a ChatOps bot that an administrator can configure to work in Microsoft Teams channels. The command options in the Microsoft Teams chat enable agents to use this bot for interacting with other agents and Smart IT in a group conversation, providing assistive behavior, responding to commands and natural language requests, and updating incidents from the chat directly. 

Related topics

Setting up chatbots for your line of business

Using Live Chat to interact with users

Chatting with other agents to resolve a ticket using Openfire

Scenario

Consider the scenario of a large hospital network, which is upgrading their ERP system. The upgrade is being done in separate phases to minimize the downtime and ensure that there is no loss of information. Calbro Services, which is implementing the ERP upgrade has a service desk to monitor queries coming from the hospital IT team.

As some queries are time-sensitive and need fast resolution, Calbro Services is using swarming to resolve issues as shown in the following diagram. Calbro uses Microsoft Office 365 Teams as a communication channel for their chatbot application. Calbro created different channels in Microsoft Teams. Members of these channels include experts for different areas such as database, security, user provisioning, and advanced configuration. Support agents are assigned to specific areas and are also members of the corresponding channels.

As soon as a high priority issue arrives, the support agent initiates a team conversation or a swarm in the appropriate channel in Microsoft Teams. The ChatOps bot interacts with Smart IT and lists people who have worked on similar tickets or have the necessary expertise. Using commands and natural language, the agents and experts in the swarm can search for similar incidents, get more details, or look for knowledge articles to resolve issues directly from the chat.

After the issue is solved, the support agent associates the necessary contextual information and updates the incident directly from the chat.

Workflow

TaskUserActionReference
1Administrator in BMC Helix Chatbot and Microsoft Office 365 (Teams)Configure BMC Chatops bot for Smart IT.Configuring BMC Chatops for Smart IT
2Administrator in BMC Helix Chatbot and Microsoft Office 365 (Teams)

Enable Microsoft Teams channel.

Enabling Microsoft Teams in a chatbot application

3Support agentChat in the Microsoft Teams channel to interact with the ChatOps bot and other agents to get details and update incidents.Chatting with other agents to resolve an incident using Microsoft Teams


Results

As Calbro has configured the ChatOps application bot with Microsoft  Teams, agents can collaborate with other agents and experts and resolve issues faster. Using this collaborative method, support agents act upon high priority issues promptly, get real-time inputs from people who have already worked on similar issues, and use collaborative knowledge to resolve customer issues. Thus, Calbro ensures fast turnaround for customer issues and thereby, greater customer satisfaction.

Benefits

Using Microsoft Teams channels for agent collaboration has the following benefits:

  • Faster resolution of tickets
    Agents can collaborate faster, which can reduce the ticket queues. Since the ChatOps bot helps an agent find other agents who have worked on similar issues, it is easier for agents to find experts, collaborate with them, and resolve tickets faster.
  • Seamlessly find information without switching context 
    Using natural language and commands in Microsoft Teams, agents can get information about tickets, similar incidents, knowledge articles without switching between applications. 
  • Update incidents from the chat 
    Agents need not switch between the Microsoft Teams and Smart IT applications to update an incident. They can add activity notes, update assignee, and update the ticket status from the chat directly.
  • Ease of collaboration
    When an issue is reported, using the Microsoft Teams channel makes collaboration very easy. Agents can leverage collective expertise to work on issues and resolve them quickly.
  • Reduces bouncing of issues
    Before this collaboration approach, an issue bounces from one team to another, often multiple times, as the organization attempts to find a team which can drive the issue to resolution. With this collaboration, agents can put swarming into action to collaborate on issues with experts across teams and resolve the issues without bouncing them between teams.

  • Opportunities for better knowledge dissemination
    By interacting with agents with varying levels of expertise, there are greater opportunities for knowledge dissemination.

Was this page helpful? Yes No Submitting... Thank you

Comments