22.1 enhancements

Enhancements available in this release

• Enhanced Frontliner Console—The enhanced console provides a consistent UI experience like other consoles. Additionally, it provides easy access to various functionalities from the home page, and provides the required details that a frontliner agent needs.
• Enhanced approval process—The approval process is simplified with minimal steps to complete an approval request. Configure an approval with the required actions and set notifications for updates about an approval process.
• Supplier Console—A supplier uses the Supplier Console to communicate with a resolver agent or any other agent to get additional information about a case.
• Supplier Recharge—If a supplier is at fault for certain instances, use the supplier recharge action to charge the supplier for their fault. The recharge logs the total amount of occurrences the supplier has been recharged and the associated items. The supplier can view the recharge and communicate with the agent through the supplier console.
• Global Cases—A supervisor can monitor certain types of cases that can cause global issues. A threshold can be set for those specific cases and the supervisor can see the count of those cases beside the threshold. When the count reaches that threshold, the system automatically creates a global case.
• CSM – ITSM—A customer care representative can escalate a case to IT/NOC in BMC Helix ITSM. Once a global case is triggered, an incident is also created in BMC Helix ITSM with a link to that specific global case. Additionally, if there new cases are created, then they are associated with that global case. This makes sure that when IT/NOC resolves the global case in BMC Helix ITSM, new cases are also resolved in BMC Helix Customer Service Management.