26.1 enhancements

Review the BMC Helix Customer Service Management 25.2 enhancements for features that will benefit your organization and to understand changes that might impact your users.

Version	SaaS	On-premises	Fixed issues	Updates and enhancements
26.1	✅️	✅️	None	26.1 enhancements

Ability to support popular languages

Support for popular languages like Arabic and Spanish to drive higher adoption and market expansion for CSM clients worldwide.

Introducing a “CSMSubAdmin” role

Enable faster and more consistent case resolution by 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

Deliver more accurate performance metrics and better decision-making by pausing SLA/OLA timers when cases are in an “On Hold” state
Reduce manual effort and tracking errors by enabling agents to release cases from hold with SLA/OLA timers resuming automatically.

Ability to interact with Customer Navigator

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 curate knowledge articles with AI

Ability to improve knowledge accuracy and reduce maintenance effort by using the Knowledge Curator agent powered by generative AI.

Enhanced case resolution

Auto-generate comprehensive case resolution descriptions, including pinned knowledge articles for traceability and reuse with Smart Resolution.

Enhanced search option

Ability to quickly retrieve relevant CSM data through a single, unified Global Search interface.