26.1 enhancements and patches
Review the BMC Helix Business Workflows 26.1 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 |
|---|---|---|---|---|
| 26.1 | ✅️ | Known and corrected issues | 26.1 enhancements and patches |
26.1 enhancements
Watch the following video (---) to learn about the latest enhancements in BMC Helix Business Workflows 26.1.00.
Track requester emotions with automated sentiment analysis
As a case agent, you can track case sentiment and emotional trends over time with justifications by using BMC HelixGPT. With this capability, you can identify the requester's emotions, prioritize sensitive cases, and respond appropriately based on the emotional context. You can also filter cases by sentiment and sentiment trend to handle and resolve them efficiently.
For more information, see Enabling sentiment analysis for cases.
Configure automated follow-up for cases in Pending status to reduce manual tracking
Case business analysts can configure automated follow-up for cases in the Pending status, where they can define the conditions, communication methods, and frequency of notifications.
Automated follow-ups are system-generated reminders that trigger when a case remains in Pending status, prompting requesters to take the required action. This capability helps case agents to focus on resolving cases instead of manually tracking pending items or sending reminders.
For more information, see Configuring automated follow-ups for cases in Pending status.
Get answers for aggregation queries via Agentic chat and Ask HelixGPT
As a case agent, get answers to your aggregation queries through Agentic chat and Ask HelixGPT. You can get case data summaries, resolution time trends, SLA compliance, workload distribution, case volume breakdowns, and other statistical metrics. This capability reduces manual reporting effort and provides accurate insights for more informed operational decisions.
For more information, see Enabling aggregated insights in Agentic chat and Ask HelixGPT.
Get insights into Knowledge management and system performance with BMC HelixGPT by using value dashboards
The following dashboards are available out of the box for BMC Helix Business Workflows and help users monitor adoption, validate effectiveness, and optimize BMC HelixGPT usage.
The following image shows the Service Collaborator Value Dashboard in BMC Helix Business Workflows with sample data:
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What else changed in this release
The following table lists the changes in the product behavior:
| Update | Product behavior in versions earlier than 26.1.00 | Product behavior in version 26.1.00 |
|---|---|---|
| View autopoulated categories and company from a case in knowledge article. | Not applicable | Case agents can view autopopulated categories and company associated with a case in the knowledge article created from that case. This ensures consistent classification and maintains alignment between case and knowledge content. For more information, see Automatically generating and validating knowledge articles. |
| Additional option to search knowledge articles based on the Locale | The advanced search for knowledge articles includes the following options:
| The advanced search for knowledge articles includes an additional Locale option, enabling users to filter search results more accurately based on the desired locale. For more information, see Knowledge article search.
|
| Support added for new LLM models | Not applicable | BMC Helix Business Workflows supports the following LLM models:
For more information, see Models in BMC HelixGPT. |