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Modifying cases

As a resolver agent, you can perform different actions and modify a case; for example, resolve a case, initiate refunds, recategorize a case, etc. Other agents and supervisors who collaborate on this case can also review these modifications.

Use the Edit Case console to perform the following tasks:

  • Perform necessary actions like Email, SMS, refund, get approvals, etc.
  • Use Ask GPT for precise and personalized resolutions and suggestions for the next steps
  • View certain details that help you to analyze and investigate the case
  • Access the Customer 360 console to get the customer details

Overview of Edit Case Console

The following image highlights the different sections in the console:

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The following table describes the different sections in the console:

Annotation

Section

Use

1

Edit Case

Get a quick view of the case ID, the case progression timeline, SLA time and risk meter. In addition, perform actions like letter management, assign the case yourself, access the customer 360 console, compose email/SMS and generate knowledge articles. If a case is repeated, the word Repeated will show up in this section. 

The Knowledge Curator agent streamlines the creation and maintenance of knowledge articles by using generative AI. It assists authors by suggesting content, identifying gaps, improving language quality, and ensuring consistency with organizational standards. 

To Generate Knowledge Article, perform the following steps: 

  1. Click Generate Knowledge Article, this will load the Create Knowledge Article window.
  2. Select a template and click Use Selected Template. This will load the Create Knowledge console in a new tab with a auto-generated knowledge article in the Ask HelixGPT tab.
  3. Review or edit the content as needed.
  4. Select the Knowledge Set in the Knowledge Metadata tab.
  5. Click Save. 

2

Customer and Case Details

Get an overview of the relevant customer and case details which include OLA time, customer segment, case description and creation date.

3

Other Details

Get an overview of additional case details like Additional Info, OLA & ALA, Collaborations, and Email/SMS Logs. This section can have different tabs depending on the industry requirement.

Email Log—Sending email messages

When working on cases, as an agent, you might need to send information to customers and other agents or ask questions to resolve cases. This email feature enables you to send emails directly from cases instead of using your standard email system. This feature helps you in the following ways:

  • Emails that are sent directly from cases are context-sensitive. Case ID and summary are automatically added to the email, and people related to the ticket such as customers and contacts can be added without knowing their email addresses.
  • Files and knowledge articles are sent as attachments, especially to customers for their future reference.
  • Email messages are sent and received on a generic system account, which keeps your corporate email address secure.
  • Email information is stored on the case. Thus, an audit trail is maintained.
  • Email recipients can reply to the system-sent email.

To send an email for an asset

  1. Open an existing case.
  2. Click the Email log tab.
  3. Click Compose Email.
  4. In the Compose Email window, enter the email details.The agent can choose to select a template or draft a new email.
  5. Click Send.
    The email is sent and the Email Log area displays the details of the email sent. 

4

Activities, Resources, and Ask GPT

  • Activities—View activities performed on a case with details like who performed the activity and what activity was performed. 
  • Resources—View available knowledgebase articles.
  • Ask GPT—Use BMC Helix GPT Studio to get recommended actions for the case from different data sources. BMC Helix GPT Studio also provides Quick Actions for the next steps.

5

Case Actions

Perform different kinds of actions on a case; for example, refund, reassign, request for an approval, resolve a case, send an email, and send an SMS.

Case Actions

The agent can make necessary changes and add activities to the case by performing the following actions:

  • Resolve 
  • Escalate to IT
  • Reassignment
  • Recategorization
  • Feedback
  • SMS
  • Approval Request 
  • Refund Adjustment
  • Update to IT
  • Close
  • Pending
  • Release

 

The following images show the different UI elements:

image-2024-4-17_11-32-30.png

To modify a case, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
    The agent can now review case details and modify the case by scrolling down to the Case Actions section.

To execute an action, perform the following steps:

  1. Select the action to be performed from the Action field drop-down.
  2. Select the relevant activity value, if any, in the Action Value field.
  3. To provide additional information, fill the Action Description text box. 
  4. Click Add Activity.

Note: Additional information or further steps may be required for some actions. These steps may have to be performed on clicking Add Activity. The table below contains information on these additional steps.

All Case Actions are listed below with descriptions and steps to perform them:

To resolve a case

The Resolve action is used to resolve cases. This action will reflect if the case was resolved completely, partially or no solution was provided.

In addtion to resolving cases, agents can generate case resolutions using the AI driven smart resolution feature. •HelixGPT provides summarized answers and root cause analysis by analyzing case context, activities performed and knowledge articles, helping agents resolve issues faster.

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:
    • Actions—Select Resolve.
    • Action Value—Select the relevant Action Value.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    In the pane displayed, complete the following fields:
    • Click Generate Case Resolution. This will fill the Resolution Description field with overview, resolution details and lessons learned from the case. 
    • Resolution Code—Select the relevant resolution code.
    • Resolution—Enter the resolution. 
    • Resolution Description—The agent can edit the generated description if necessary. 
    • Customer Sentiment—Select the relevant customer sentiment. 
    • Valid Ticket—Select Yes or No based on the validity for the ticket.
    • Propose Solution—Tick this field if you have proposed a solution.
    • Resolution Method—Select the relevant resolution method. 
  7. Click Resolve.
    The case is now resolved successfully and the activity is visible in the Activities tab. 

To request for approvals

The Approval Request action is used to to request for approvals. If any task requires approval from the approver, for example: to initiate a refund to a customer, the agent needs to get the transaction approved by the supervisor. The agent can use this action to send request for approval. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Approval Request.
    • Action Value—Select the relevant Action Value.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The request for approval is successfully sent. 

.

To escalate a case to IT/NOC

Any case that requires escalation to the IT team for any technical purposes can be done via the Escalate to IT action. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Escalate to IT.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The case is escalated successfully. 

To provide case feedback

The agent can provide feedback on a case using the Feedback action. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Feedback.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The feedback can be viewed in the Activity tab. 

To reassign a case

The Reassignment action is used to reassign cases. This action will enable the agent to reassign the case to the relevant group. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Reassignment.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    In the pane displayed, complete the following fields:
    • Reassign Main Group—Select the main group to which you want to reassign the case.
    • Reassign Sub Group—Select the sub group to which you want to reassign the case.
  7. Click Save.
    The case is successfully reassigned. 

To recategorize a case

If the case was wrongly classified, it is recategorized using the Recategorization action. 

 To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Recategorization.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    In the pane displayed, complete the following fields:
    • Ticket Nature—Select the ticket nature from the drop-down. 
    • Category—Select the category of the case.
    • Type—Select the type of the case.
    • Item—Select the item of the case.
    • Summary—Select the summary of the case. 
    • Recat Assigned Main Group–Displays the name of the main group to whom the case will be assigned.
    • Recat Assigned Sub Group–Displays the name of the sub group to whom the case will be assigned. 
    • Repeated Case–Notifies the agent if it is a repeated case.
    • Severity—Displays the severity of the case. 
    • Priority–Displays the case priority.
    • Additional Information—Answer all questions that appear in this section. 
  7. Click Save.
    The case is successfully recategorized. 

To initiate refunds

The initiate a refund after receiving approval from the approver, the agent can use the Refund Adjustment action. To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Refund Adjustment.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The payment gateway is initiated successfully. 

To send an SMS

The SMS action is used to send messages to the customer. 

To send an SMS, perform the below steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select SMS.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    In the pane displayed, complete the following fields:
    • Send SMS to—Select the Primary Contact Number, Preferred Contact Number or Others from the drop-down displayed.
    • Mobile Number—If the contact number is Primary or Preferred, it will be retrieved automatically and displayed in this field. If Others, the agent must manually enter the cellphone number.
    • Template Name–Select the relevant template from the dropdown.
    • Message—Modify the message to be sent, if required. 
  7. Click Send.
    The SMS is successfully sent to the receiver.

To share case updates with the IT team

In case the IT team needs to be updated about a case, the agent can do so using the Update to IT action. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Update to IT.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The IT team is updated successfully.

 

To close a case

Once a case is resolved, the agent has an option to close the case. 

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Close.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The case is closed successfully. 

 

 

To put a case in the pending stage

The agent has the option to put the case in the pending stage, if there is a dependency on external users in order to proceed further and resovle the case. The case along with SLA/OLA/ALA goes on hold, replacing the timeline with ‘Case on Hold’ in the Edit Case Console.

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Pending.
    • Action Value—Select the relevant reason.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The case is successfully put on hold. 

To release a case from the pending stage

The agent has the option to release cases from the pending stage. The case along with SLA/OLA/ALA resumes back from the pending stage.

To execute this action, perform the following steps:

  1. Log in to BMC Helix Customer Service Management. 
  2. On the Home page, click Start Session to launch the resolver console.
  3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
  4. Click on the selected Case ID.
    The Edit Case console opens in a new browser tab.
  5. In the Case Actions section, complete the following fields:;
    • Actions—Select Release.
    • Action Value—There is no Action Value for this action.
    • Action Description—Enter a brief description.
  6. Click Add Activity.
    The case is successfully released.

 

 

 

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