Enabling automatic handling of emailed cases by BMC HelixGPT
Workflow
The following image shows the workflow of how the automatic case response and case resolution work in BMC Helix Business Workflows. Refer to the table below the image to understand the details of each step.
The following table lists the steps in the workflow:
Step | Description |
|---|---|
1 | A case business analyst enables the Automated response to emails configuration to use BMC HelixGPT to respond to emails sent to create cases automatically. |
2 | A requester sends an email to BMC Helix Business Workflows. |
3 | A case is created in BMC Helix Business Workflows. |
4 | BMC HelixGPT uses the BWF Email Auto Reply Skill to retrieve information from relevant knowledge articles. |
5 | BMC HelixGPT uses the BWF Case Summarization Skill to summarize the information gathered from the knowledge articles. |
6 | A response email is sent with the summarized information from the relevant knowledge articles and options to provide feedback for the information. If the requester is an internal user, the email contains links to the referenced knowledge articles. The requester can view the knowledge articles in BMC Helix Business Workflows. If the requester is an external user, the email only contains the summarized information from the relevant knowledge articles, no links are added to the email. Before the email is sent, a process verifies if a case template is available for the automatic responses, and uses that template to send the response. When no template is found, a default template is used to send the reply. When the knowledge articles are shared in an email, a note is added to the case Activity tab case. One record per knowledge article is also saved in the com.bmc.dsm.case-lib: Case KA Auto Response Association record definition. If the Relate knowledge articles option is enabled, the knowledge articles that are shared in the email are added to the cases as related articles. |
7 | The requester provides feedback for the information received in the email response. |
8 | When a user selects "Helpful", the knowledge article is pinned to the case and a social note is added on the Activity tab. If the case that was created from the email did not have categories assigned to it, they are assigned according to the knowledge article. When a user selects "Not helpful", the case is closed. If the "Not helpful" feedback is received during the time when the case can be reopened, it is automatically reopened. Otherwise, a new case is created, and the original case is associated with the new case. A note is added to the Activity tab mentioning that the case is reopened through an automatic response. |
Automatic case resolution configuration | The system checks if a case business analyst has enabled the Resolve cases configuration to enable automatic case resolution. If the option is enabled, the case status automatically changes to Resolved with the Auto Resolved using HelixGPT status reason. If the option is disabled, the case status automatically changes to Pending with the Customer Response status reason. |
Reports for automatic replies
You can create the following reports in BMC Helix Dashboards to track automatic replies and cases are automatically resolved:
- A list of cases that were created with HelixGPT auto-response
- A list of cases where the requester provided feedback by using the BMC HelixGPT response
- List of cases where customer provided "Helpful" feedback
- List of cases where customer provided "Not Helpful" feedback
Learn how to create reports in BMC Helix Dashboards in BMC Helix Business Workflows dashboards.
Before you begin
If BMC HelixGPT is not enabled for your organization, contact your administrator to enable it. You can enable BMC HelixGPT features for your line of business only after BMC HelixGPT is enabled for your organization.
To enable automatic responses to emails and automatic case resolution
- Log in to BMC Helix Business Workflows, and click Settings
. - Select Line of Business > Manage Line of Business.
- On the HelixGPT tab, click Automated response to emails.
- Make sure that Configuration value is selected
. - To enable automatic resolution of cases, enable the Resolve cases
option. - To relate the knowledge articles to the case, enable the Relate knowledge cases option.
- To enable response to specific email IDs, enable the Email configuration
option.
Add the email IDs to enable responses from BMC HelixGPT for incoming emails.
- Click Exclusion Case Template to exclude specific case templates from generating responses.
- Select the case template you want to exclude from the list and click Select.
The selected case template appears in the list under Exclusion case template. - Click Save.
Example
Ajay, the case business analyst for Apex Global enables the auto-response and auto-resolve options for the Human Resource line of business.
When an incoming email is received for "Details required about relocation policy", a case is created. BMC HelixGPT searches for the information about the relocation policy and provides a summarized response. An email is sent to the requester with the summarized answer and linked knowledge articles. The case is automatically resolved after the response is sent.
Results
Cases are deflected and automatically resolved without the involvement of case agents. This helps the case agents to focus on other important tasks, enhancing productivity.
Troubleshooting
If the auto-response and auto-resolve options do not work even after enabling the configurations, check the following logs to troubleshoot the issue:
- Process logs, debug logs, and shared services logs from BMC Helix Business Workflows
- Assistant logs from BMC HelixGPT
Where to go from here