Setting up Employee Navigator
As an administrator, configure Employee Navigator to provide conversational support and intelligent guidance for end users in BMC Helix Digital Workplace. The configuration process involves setting up skills, agents, prompts, and integrations so users can access the chat through their devices or channels. Employee Navigator supports the agentic AI configuration approach with the following benefits:
- Enables autonomous decision-making and dynamic routing based on user intent.
- Uses reasoning and planning to select tools, engage sub-agents, and determine the best resolution path.
- Offers a more human-like conversational experience.
Learn how to configure Employee Navigator for users to get answers on service requests, approvals, tasks, people data, and service health items.
Skill types
Employee Navigator supports flexible configuration through skills and prompts, giving you options for both rapid setup and customized workflows. You can select from prebuilt skills for rapid setup, or you can clone them and create custom skills to meet specific business needs.
The following table categorizes the available skill types for the Employee Navigator:
| Skill type | Description |
|---|---|
| Prebuilt |
For more information, see Prebuilt skills for Employee Navigator. |
| Custom |
For more information, see Creating and managing skills. |
Supported models
To learn about the models supported by Employee Navigator, see Models in BMC HelixGPT.
Supported knowledge providers and knowledge filters for Employee Navigator
BMC HelixGPT supports multiple knowledge providers to generate answers in Employee Navigator. For more information, see Defining knowledge search settings.
Administrators can apply knowledge filters for the BMC Helix Knowledge Management by ComAround and BMC Helix Business Workflows knowledge providers. These filters control which knowledge articles BMC HelixGPT considers when generating answers, ensuring that responses are based only on articles that match the configured filter criteria.
The following table describes the supported knowledge providers and the available filtering behavior for each provider:
| Knowledge provider | Knowledge source | Description |
|---|---|---|
| BMC Helix Knowledge Management by ComAround | BMC Helix Knowledge Management by ComAround | Filters use static and dynamic tags for knowledge articles in BMC Helix Knowledge Management by ComAround to narrow down and provide refined, relevant, and up-to-date answers to the end users. Static tags are predefined and fixed descriptive labels or keywords assigned to articles. Search filters can be a combination of dynamic tags and static tags by using the AND, OR, and NOT operators. Static tags are typically used to filter articles based on lines of business, whereas dynamic tags are used to filter based on the end-users' roles, permissions, and location. With these filters, when users ask a query to Employee Navigator, the answer is generated from only those knowledge articles that match the tags in the search filter. For more information, see Creating search filters for BMC applications. |
| BMC Helix Business Workflows | BMC Helix Innovation Studio Knowledge Management Important: BMC Helix Innovation Suite Knowledge Management (ISKM) is also called BMC Helix Business Workflows Knowledge Management. | Filters use static and dynamic criteria based on fields from ISKM knowledge articles to narrow down search results and provide relevant answers in Employee Navigator. Static criteria filter articles by fixed field values, such as line of business, region, or categorization. Dynamic criteria resolve user‑specific values, such as region or site group, at runtime. Filters can combine static and dynamic criteria by using the AND and OR operators. When users submit a query in Employee Navigator, answers are generated only from ISKM knowledge articles that match the filter criteria. For more information, see Search filters. |
Before you begin
Complete the following prerequisites:
| Product | Description | Reference |
|---|---|---|
BMC HelixGPT | Add data sources, ingest data into BMC HelixGPT, and set up the AI provider. | |
BMC Helix Innovation Studio | Enable integration between BMC Helix Virtual Agent and BMC Helix Digital Workplace. | |
BMC Helix Digital Workplace Admin console | Specify the knowledge provider and search filters. Important: If you want to use dynamic tags in search filters, make sure that you have created the search filters in BMC Helix Knowledge Management by ComAround. To learn more, see Creating search filters for BMC applications. | |
BMC Helix ITSM | (For configuring in Studio pages only) Assign the HGM Client IS Persona to the administrator in the CTM:People form. Important: Define this IS Persona for the com.bmc.dsom.hgm application. |
Process workflow
The following image provides an overview of the workflow to configure Employee Navigator with BMC Helix Digital Workplace:
Task | Console | Description | Reference | |
|---|---|---|---|---|
Configure the skil | Set up the agentic skill and configure the Employee Navigator Supervisor agent. | BMC Helix Agent Studio | Configure the Employee Navigator Supervisor agent by using the prebuilt skill or creating a custom agent skill. For more information, see Prebuilt skills for Employee Navigator. | |
Enable Employee Navigator on the UI | Configure the Employee Navigator chat panel on all end-user screens. | BMC Helix Digital Workplace Admin console | Specify the skill that you want to use with the Employee Navigator panel. | Configuring Employee Navigator in the end-user console |
| Configure Employee Navigator in studio pages | Specify the skill that you want to use with one or more studio pages. | |||
| Configure Employee Navigator in the My Activity or Catalog pages | Specify the skill that you want to use with the Employee Navigator chat bar in the My Activity and Catalog pages. | |||
| (Agentic approach) Configure Employee Navigator in the Microsoft Teams chat. | Microsoft Teams application and BMC Helix Agent Studio | Integrate Microsoft Teams as a communication channel with the BMC Helix Digital Workplace application. | Configuring Employee Navigator in the Microsoft Teams chat | |
Configure extended settings in BMC Helix Agent Studio | BMC Helix Agent Studio | Configure miscellaneous related settings in BMC Helix Agent Studio, including custom settings and troubleshooting steps. | ||
| Access the Employee Navigator chat | Use Employee Navigator to resolve workplace-related queries. | BMC Helix Digital Workplace or Microsoft Teams | After Employee Navigator is configured, end users can access it in the end-user console. | Using Employee Navigator to find AI-generated answers. |
| Understand the supported use cases for Employee Navigator. | Use case coverage matrix | |||
Additional configurations
The following table lists additional configurations that enable specific capabilities and use cases:
| Capability | Reference |
| Ability to display a customized disclaimer message for BMC HelixGPT responses | Configuring the disclaimer message for the Employee Navigator responses |
| Ability to configure the floating icon to open the Employee Navigator chat panel | |
| Ability to provide image input of specific file type and file size for BMC HelixGPT | Updating the attachment settings and URI schemes |
| Ability to request catalog requests from the Employee Navigator chat | Using BMC HelixGPT to make services requestable via chat |
Ability to provide voice input to Employee Navigator | To enable the voice input |
| Ability to support guest users via BMC Helix Digital Workplace guest portal | |
| Ability to embed the Employee Navigator chat panel in your website | Embedding the Employee Navigator chat panel in your website |
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