25.3 enhancements and patches
Review the BMC Helix Business Workflows 25.3 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.
| Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
| 25.3 | ✅️ | Known and corrected issues | 25.3 enhancements |
25.3 enhancements
Watch the following video (01:57) to learn about the latest enhancements in BMC Helix Business Workflows 25.3.00:
https://youtu.be/6GuTVruZv3AAutomatically generate knowledge articles by using the Knowledge Curator agent
Effortlessly transform case details into valuable knowledge articles by using the Knowledge Curator agent, powered by BMC HelixGPT. Case agents can automatically generate knowledge articles from cases, utilizing BMC Helix Business Workflows as the knowledge source.
Case agents can also view the knowledge article in the case activity with a link to the created knowledge article. This capability helps to quickly refer to the knowledge article without switching tabs or searching manually, providing better knowledge management.
For more information, see Automatically generating knowledge articles.
Leverage BMC HelixGPT Agentic chat for Global Search
BMC Helix Business Workflows includes agentic chat, powered by BMC HelixGPT, to streamline your search experience. Instead of manually browsing through cases, service requests, or knowledge articles, users can ask questions in natural language. The Agentic chat intelligently interprets queries, learns from interactions, and delivers context-aware responses to drive faster, more accurate outcomes.
The Agentic chat provides the following key benefits:
- Get fast, summarized answers from all the sources
- Work more efficiently by adapting to your needs
For more information, see Searching for content in cases and tasks from Global Search.
Automatically generate a case summary by using BMC HelixGPT
Enable faster case resolution by automatically generating concise, structured case summaries using BMC HelixGPT and large language models (LLMs). This helps agents to quickly grasp key details and context, significantly reducing manual effort. By streamlining case understanding, it enhances decision-making, improves response times, and ensures consistency. Additionally, it fosters better collaboration and communication through clear and accurate case overviews.
For more information, see Automatically generating case summary.
Automatically predict case templates and categories by using HelixGPT
Leverage BMC HelixGPT to automatically predict case templates and categories with high accuracy. You need not manually create or train a model by using your data, which significantly reduces setup time and effort.
For more information, see Enabling template and category prediction by using BMC HelixGPT.
View child article status on a single screen
View the live status of all translated articles associated with the parent article on a single screen. This centralization makes it easier for case agents to track the status of all child articles in one place and manage their ongoing lifecycle.
Additionally, the process for initiating new translations is more user-friendly with the +Translation button.
For more information, see Translating knowledge articles to various locales.
Customize your notification preferences
As a primary user, customize your notification preferences for your line of business. This capability helps you receive only relevant alerts or emails, reducing unnecessary interruptions and providing a personalized user experience.
For more information, see Setting notification preferences.
What else changed in this release
The following table lists the changes in the product behavior:
| Update | Product behavior in versions earlier than 25.3.00 | Product behavior in version 25.3.00 |
|---|---|---|
| View the Foundation data in the preferred locale | Case agents can view the Category Tier field associated with the case, task, or knowledge article based on the preferred locale. | Case agents can view the additional fields associated with the case, task, or knowledge article in their preferred locale. This capability enables them to work in their preferred language, which is helpful in countries with multiple language requirements.
For more information, see Setting up Foundation data about the people in your company. |
| Support added for new LLM models |
| BMC Helix Business Workflows supports the following LLM models:
For more information, see Models in BMC HelixGPT. |
| HelixGPT Manager is rebranded to HelixGPT Agent Studio | HelixGPT Manager, the console that helps administrators navigate and manage agentic AI capabilities across applications, is rebranded to HelixGPT Agent Studio. |