BMC Helix Collaboration agent for Microsoft Teams

Available with products:

  • BMC Helix ITSM
  • BMC Helix BMC Helix AIOps

License required:

Deployment type: SaaS subscription

To leverage the capabilities of this agent, contact BMC Support.
 

The MS Teams Supervisor Agent facilitates real-time collaboration by automatically creating Teams channels or group chats to address critical issues. Users can seamlessly collaborate, share insights, and make informed decisions, leading to quicker issue resolution and improved service management.

Key benefits include:

  • Faster incident resolution
    Enables real-time collaboration, reducing response time.
     
  • Improved decision-making
    Provides a platform for SMEs and agents to analyze and resolve issues effectively.
     
  • Seamless collaboration
    Facilitates smooth communication between agents, SMEs, and stakeholders within Teams.
     
  • Increased efficiency
    Automates channel creation and participant invitations, streamlining the escalation process.
     
  • Enhanced service management
    Ensures quicker identification and resolution of critical issues through collaborative problem-solving.

Scenario: Using MS Teams for incident tracking and collaboration

At Apex Global, a critical server outage impacts multiple clients, triggering an alert in Microsoft Teams. 
Without switching applications, Bill, the service desk agent retrieves the incident details by messaging the bot and quickly identifies the need for additional expertise. 
Using a simple command, MS Teams Supervisor agent adds a cloud infrastructure specialist to the incident, who is instantly notified and granted access to the discussion. 
As the issue escalates, the supervisor monitors progress and brings in a vendor SME, all within MS Teams. 
Real-time updates keep stakeholders informed, and once resolved, the agent closes the incident directly through MS Teams. This seamless integration ensures faster resolution, improved collaboration, and minimal disruption, without the need to log into multiple systems.

 

Where to go from here

Launching MS Teams for collaboration

 

 

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