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Using BMC Helix Digital Workplace to create cases in BMC Helix Customer Service Management

As an end user, use BMC Helix Digital Workplace as a self-service portal to submit requests and track progress. After you submit a request, a corresponding case is created in BMC Helix Customer Service Management. You can view the case for your request in the customer self-service portal.

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Use the portal to perform the following tasks:

  • Create new cases for complaints, service requests, inquiries and providing suggestions
  • Use agentic AI driven chatbot (Customer Navigator) to get updates on requests, create requests, get knowledge articles, and much more. 
  • Use live chat to connect with live agents instantly. 
  • Search for catalogs and knowledge solution using the search bar.
  • View case status
  • Add comments on a case at any stage during the case resolution process
  • Cancel cases

 

 

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