User goals and features
The following table lists the BMC Helix Customer Service Management users, describes their goals, and explains how these users can achieve their goals by using the application.
Product roles
The following table describes user roles available for BMC Helix Customer Service Management:
Roles | Login Console | Description |
|---|---|---|
Frontline Agent | Frontliner Workspace | The frontline agent is the company's voice; they are the ones who engage with customers first. They operate at the call center, customer service desk; answer help lines or customer service calls and reply to customer emails or live chats. They create new cases, provide information, troubleshoot issues, resolve problems, and generally work to make sure customers have an excellent service experience. |
Resolver Agent | Resolver Workspace | The resolver agent is the backbone of a case journey and is responsible for various types of administrative, support, and clerical activities that are essential to the case journey. While the frontline agent is responsible for interacting with the customer and creating the case, the resolver agent handles tasks associated with the resolving the case. Depending on the type of case, the resolver agent has to perform different set of activities which may include recategorization, refund, requesting approvals, reassigning cases, etc. Occasionally, the resolver agent may also act as an approver, provided he has extensive knowledge in the required domain. |
Team Leader | Team Leader Workspace | The supervisor is a professional tasked with training and motivating their team of agents as they provide help, answer questions, address grievances, and support customers. They are tasked with helping agents with queries about best practices or challenging calls, as well as monitoring and evaluating agent performance, scheduling appropriate training or coaching opportunities, granting essential approvals, managing various case types and monitoring critical cases. |
Collaborator | Collaboration Console | Collaborators are groups/departments that are not directly related to the case resolution but may be requested to collaborate on a case by a frontline or resolver agent depending on the customer's requirement. for eg, a customer expressed interest in a particular product or service while talking to an agent on a case resolution. To ensure this lead is not lost, the agent can collaborate with sales and marketing teams These groups can include marketing, sales, retention etc. These groups use the collaboration console where they may access customer and case details and share their comments with the agent. |
Service Quality Agent | Service Quality Console | The Service Quality agent is tasked with verifying and documenting the customer's experience using the Service Quality Console. The agent can record the customer's experience and also ascertain whether the customer feels that the proper solution had been provided. The agent can also get crucial feedback by asking configurable survey questions that help record the customer's NPS, CES, and CSAT scores which are essential metrics for customer service. |
| CSMSubAdmin | Advanced Search Console
| The CSMSubAdmin role is a master role that can access all cases irrespective of group or assignee and perform necessary actions on the case. A CSMSubAdmin user does not need to assign the case to themselves in order to perform actions on a case. They can find and access cases from the Advanced Search Console. Resolver agents or team leaders can be assigned this role in order to perform actions on cases on urgent or needed basis. |