Automatically generating case summary

As a case agent, you can automatically generate concise and structured case summaries that help grasp essential information and enhance collaboration across teams. These summaries are generated based on key case details, including the description, resolution description, summary, dynamic fields, extension fields, and activity log.

Scenario: Summarizing a case using BMC HelixGPT

At Apex Global, Ajay, a case business analyst, configures and enables the HelixGPT summarization capability. As a result, case agents can now effortlessly generate clear and concise summaries, helping them quickly grasp case details and collaborate more effectively.

Later, Bill, a case agent, receives a request to generate a visa letter, which leads to the creation of an HR case. Because the visa process involves an approval workflow, he assigns the case to another agent, Jim.

Jim uses the Summarize case button to create a summary of the case instantly. This summary gives him a quick overview of the key details, helping him understand the context and move forward with the necessary steps.

 

Considerations while generating a case summary

  • Summaries can only be generated or re-generated; they cannot be manually edited.
  • Users with read-only access to a case cannot generate the summary.
  • The summary does not update automatically; users must manually click the Refresh button to regenerate it.
  • Users can generate case summaries directly from both the web and mobile user interface.

To enable the automatic generation of a case 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 Case summarization.
  4. Use the toggle key to enable the Configuration value 1748871464476-319.png.
  5. Click Save.

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Results

After a business analyst enables the Case summarization configuration, the Summarize case button is displayed on the case details page.

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The following screenshot shows the summary generated by using the Summarize case button:

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