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Accessing and navigating BMC Helix Customer Service Management

Agents, supervisors and administrators can access BMC Helix Customer Service Management by logging in the system, and then navigate its intuitive UI to land at the required console. To access BMC Helix Customer Service Management, complete the following steps:

  1. Log in to BMC Helix Customer Service Management.
    The following image shows the Login page:
    image2022-7-28_13-7-47.png
  2. On the Home page, click the Start Session option to start working and launch the required console.
    The following image shows the Home page:
    image2022-9-8_12-10-16.png

Localization

Agents, team leaders and administrators need to update the language of their choice, on their very first login. English is the default language. If the user prefers using English, they can skip this step. 

To update language preferences follow the below steps: 

  1. Click the profile icon dropdown.
  2. Click My Preferences.
  3. Select the language from the My Preferences window. 
  4. Click Apply.

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Close Session

Agents and team leaders can close a session in case they decide to take a break or need to move away from their desk for other reasons. To close a session follow the below steps: 

  1. Click Close Session.
  2. Select the Reason and enter the Description.
  3. Click Update.

image2022-8-21_12-36-51.png

 

Session Auto-Close

In case the agent is away from the system and has not performed any activity for an hour, the session will auto-close. The agent will have to click the Open Console option to restart the session in this case. This is applicable to all roles and consoles.

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BMC Helix Customer Service Management 26.1