Enabling BMC HelixGPT for Global Search
After BMC HelixGPT is enabled for your organization, as a case business analyst, you can enable BMC HelixGPT for Global Search for your line of business. Once enabled, Agentic chat is available by default, provided that you are using the out-of-the-box Global Chat skill.
When enabled, BMC HelixGPT Chat becomes the default search option to search for information. When a case agent opens the Global Search option, the case agent can ask queries on the Chat tab to get summarized answers from relevant cases, tasks, service requests, or knowledge articles. You can choose to keep Search as the default mode for Global Search instead of Chat.
By using Agentic chat, case agents can find information about cases without manually searching through the case consoles and knowledge articles. The information is retrieved easily and is available in a summarized form that makes it easy to understand.
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 BMC HelixGPT for Global Search
- Log in to BMC Helix Business Workflows, and click Settings
. - Select Line of Business > Manage Line of Business.
- On the HelixGPT tab, click HelixGPT for Global Search.
- Make sure that Configuration value is selected
. - To make Search as the default mode, enable the Set Search as the default mode
option. - Click Save.
Results
When you enable BMC HelixGPT for Global Search, the Search icon in the top menu bar changes to the HelixGPT chat icon 
. When case agents open Global Search, the Chat mode is displayed by default. They can ask queries and receive summarized answers from relevant sources.
The following image shows the Chat tab in Global Search:
(Optional) To enable Agentic chat with custom skills
If customers create a custom Global Chat skill instead of using an out-of-the-box (OOTB) Global Chat skill, follow these steps to configure Agentic chat:
| Task | Action | Reference |
|---|---|---|
| 1 | In BMC HelixGPT, create an agent. | Managing AI agents |
| 2 | In BMC HelixGPT, create a custom Global chat skill using the OOTB skill as a base. | Creating prompts and skills for consistent and efficient responses from BMC HelixGPT |
| 3 | Add the Agent ID in the Global chat skill generated in the previous step. | |
| 4 | In BMC HelixGPT, define the search settings for your application to provide relevant knowledge articles to end users. | |
| 5 | In BMC Helix Business Workflows, use the skill ID from the Global chat skill to configure BMC HelixGPT. | Defining configurations for BMC HelixGPT |
Related topics
- BMC-HelixGPT-in-BMC-Helix-Business-Workflows
- Searching-for-content-in-cases-and-tasks-from-Global-Search