25.4 enhancements and patches
Review the BMC Helix Digital Workplace 25.4 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.
Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
| 25.4 | ✅️ | Known and corrected issues | 25.4 enhancements |
25.4
The following video (2:29) provides an overview of the enhancements included in BMC Helix Digital Workplace 25.4:
What's new in BMC Helix Digital Workplace 25.4
Configure a welcome message to guide users in Employee Navigator
Configure a welcome message to be displayed when an end user starts a new topic in Employee Navigator. The message provides a brief introduction and helps you get started with Employee Navigator quickly.
You can also configure the message to be displayed in any of the supported localized languages.
For more information, see Configuring BMC HelixGPT in the end-user console and studio pages.
Guide users to a resolution by clarifying their ambiguous asks
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
Configure the Employee Navigator Supervisor agent, which uses built-in tools and coordinates sub-agents, to simplify the service interactions for employees. This agentic AI configuration transforms the Employee Navigator chat into a dynamic, more human-like, and context-aware experience in the following ways:
- Asks users follow-up questions to better understand the user intent when the initial input is vague.
- Responds by retrieving information from various sources, such as knowledge articles, service requests, approvals, To-dos, or service health items.
- Provides relevant catalog service links or guides users through a questionnaire to submit requests via chat.
- Connects users to live support or offers a generic request link when no resolution path is available.
For more information, see Configuring Employee Navigator Supervisor agent.
Submit catalog requests through guided conversations
As an end user, submit service requests via the Employee Navigator chat through an interactive conversational experience. The agent interprets your query, identifies the most relevant catalog service, and walks you through the questionnaire. This capability provides the following benefits:
- Provides continuity by offering links to catalog services when chat-supported services are not available.
- Reduces manual effort and streamlines the process by submitting requests via chat.
- Improves the findability of services through AI-driven matching.
To learn more about the Catalog Request Agent, which facilitates this capability, see Configuring Employee Navigator Supervisor Agent and Using BMC HelixGPT to make services requestable via chat.
Copy formatted prompt responses to save time
Save time by copying a prompt response. Reuse the copied content including its formatting and images in other artifacts, such as a Word document or an email.
For more information, see Using Employee Navigator to find AI-generated answers.
Set up service level targets for service requests
The SLM Service library on Helix Platform enables catalog administrators to define, track, and display service targets for Digital Workplace requests. Implementing this feature brings several advantages to administrators, agents, and end users:
- Enhanced reporting with real-time SLM status in service request dashboards
- Streamlined configuration by using reusable service targets across catalog items
- Better SLA compliance tracking with milestone-based status updates
- Automated notifications for milestone alerts via email
- Seamless upgrade path from legacy provisioning time to delivery estimates
For more information, see Configuring Service Level Management
Measure user satisfaction with the NPS survey
This capability is available with the 
BMC Helix Digital Workplace Advanced license.
Provide catalog administrators with the ability to configure surveys by using the Net Promoter Score (NPS) method as an alternative to the existing CSAT formats. This enhancement benefits organizations in the following ways:
- Aligns with industry-standard metrics for customer sentiment.
- Facilitates clear differentiation of survey data by using scale types like CSAT and NPS.
- Allows customization of rating labels to better reflect organizational terminology and support localization.
- Automatically updates the survey template during global scale changes.
- Supports seamless integration of survey data with the Catalog reports that reflect survey scales.
For more information, see Designing custom surveys for catalog services.
Access Employee Navigator via Microsoft Teams for a seamless experience
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
Access Employee Navigator within the Microsoft Teams interface to perform service management tasks. End users can ask their workplace queries and track service requests without leaving the communication environment they use every day. They save time and stay focused, reducing friction in daily workflows.
To learn more about Microsoft Teams integration, see Configuring Employee Navigator in the Microsoft Teams chat.
(Controlled availability) Embed the Employee Navigator chat panel in your website
As a website developer, embed the Employee Navigator chat panel in your website to bring Employee Navigator capabilities directly to your users. End users can interact with the panel to receive intelligent, context-aware assistance wherever they are. The interface and functionality of the embedded panel closely match the experience end users already have with Employee Navigator in BMC Helix Digital Workplace.
For more information, see Embedding the Employee Navigator chat panel in your website.
What else changed in this release
Update | Product behavior in versions earlier than 25.4 | Product behavior in 25.4 |
|---|---|---|
| Create cleaner and well-formatted text inputs with less effort by using improved text editors | While using text editors for tasks, such as adding RTF comments to requests or creating questionnaires, error messages related to unsupported formats or attachment limits would appear on submission. Additionally, Inline images could only be resized by manually editing their pixel size. | Users work with a more intuitive and responsive text editing interface that offers the following benefits:
Click here to see the image
|
| Improved organization of chained-prompt and agentic AI skills for BMC Helix Digital Workplace in HelixGPT Agent Studio | Administrators would see a long list of prompt and agent-based skills in HelixGPT Agent Studio, making navigation and discovery time-consuming. | HelixGPT Agent Studio offers a more compact and intuitive list of out-of-the-box skills for BMC Helix Digital Workplace by consolidating multiple chained-prompt and agentic AI capabilities under each skill. Click here to see the available list of skills in the HelixGPT Studio
Important: We recommend using the following skills to leverage agentic AI capabilities:
|
| Route users to a human support by using the Live Chat Agent | Live agent connection was available only through a prompt-based approach. | As an administrator, you can configure the Employee Navigator Supervisor agent to enable the Live Chat Agent to connect users with human support. This agentic AI configuration provides a more dynamic user experience. BMC Helix Digital Workplace supports both prompt-based and agent-driven approaches. |
| Branding for BMC Helix applications | BMC Helix applications used an older color theme for icons, buttons, links, and UI pages. | The core BMC Helix brand colors have been updated to create a more modern and accessible palette. The new branding includes an updated color theme, icons, and buttons for a consistent look across all applications. |
