This documentation supports the 20.08 version of BMC Helix Chatbot. To view the documentation for the previous version, select 20.02 from the Product version menu.

Roles and permissions

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

The following table describes the capabilities for each role:

Role

Responsibilities

Administrator

  • Configures BMC Helix Chatbot 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 Skills.
  • 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 Chatbot 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 Chatbot.
  • Configures cognitive search for BMC Helix Chatbot.

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 Chatbot user survey.

Related topics

Creating administrators and application business analystsRoles and permissions in BMC Helix Platform

 

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