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26.2 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

26.2

✅️

                 ✅️  

None

26.2 enhancements

Related topic

Release notes and notices

Reverse Case Creation

Cases created in CSM from any channel automatically trigger the creation of a corresponding service request in DWP, with no manual effort required from agents. Registered customers can monitor their case status in real time through the DWP portal, enhancing transparency and reducing the volume of inbound status inquiries.

Global Search Enhancements

  
Global search is now always accessible from the top navigation bar. Agents can quickly preview a case console directly within the search results page without losing context, and open the full case in a new tab with a single click..

Case Assignment

Agents with the assignment permission can now assign a case to themselves or any agent within their group directly from the case console. A permission-gated dropdown surfaces eligible agents instantly, with every assignment action recorded in the case activity log.

  

 

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BMC Helix Customer Service Management 26.2