Automatically generating case resolution description using BMC HelixGPT

By using BMC HelixGPT, you can automatically generate case resolution descriptions based on case details such as description, summary, dynamic fields, and activity log. You no longer have to write case resolution descriptions manually, but you can create comprehensive descriptions quickly, saving time and boosting productivity.

Scenario

Bill, a case agent at Apex Global, receives a request to generate a visa letter for an employee, prompting the creation of a case in the HR line of business. After the visa is generated and the case is marked as resolved, Bill uses HelixGPT to generate a case resolution summary based on the case details. 

Before you begin

Clear any existing information in the case resolution to enable the Generate Case Resolution button. If the information is present, the button remains disabled. After the existing information is cleared using the Clear button, the Generate Case Resolution button becomes enabled.

To enable the automatic generation of case resolution summary

  1. Log in to BMC Helix Business Workflows and click SettingsSettingsIcon.jpg.
  2. Select Line of Business > Manage Line of Business.
  3. On the HelixGPT tab, click Generate case resolution.
  4. Use the toggle key to enable the Configuration value2102_ToggleIcon.jpg.
  5. Click Save.

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Results

After you enable the Generate case resolution configuration, the Generate Case Resolution button is displayed on the case details page for cases with Resolved/ Closed status. 

The following video shows the actions you can perform by using the Generate Case Resolution button:

 

 

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