| BMC Helix for Customer Service Management 26.1.00 is available. This release provides the following features: - Ability to support popular languages like Arabic and Spanish for CSM clients worldwide.
- Introducing a “CSMSubAdmin” role that allows centralized access and management of cases across multiple support groups.
- Ability to manage case pending and release activity functionality by pausing SLA/OLA timers during “On Hold” states, and automatic timer resumption when cases are released.
- Customers now have the ability to interact with Customer Navigator, an agentic AI powered by HelixGPT, to create cases, access knowledge solutions, request for case updates, and more.
- Ability to improve knowledge accuracy and reduce maintenance effort by using the Knowledge Curator agent powered by generative AI.
- Auto-generate comprehensive case resolution descriptions, including pinned knowledge articles for traceability and reuse with Smart Resolution.
- Ability to quickly retrieve relevant CSM data through a single, unified Global Search interface.
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