Navigating through the Collaboration Console

In addition to the collaborator, frontline and resolver agents can also access the Collaboration Console to add new comments to cases. While the frontline and resolver agents can use this console for adding new comments to a case, the collaborator can use this console for various activities. 

The collaborator can perform the following actions by using the Collaboration Console:

  • View a summary of the customer and case details.
  • View the Edit Case console. 
  • View the Customer 360 Console.
  • Add comments.

image2022-8-11_12-57-37.png

The Collaboration Console's navigational paths for different activities are listed in the following table:

Activities

Navigational Path

Search & view cases created

  1. Log in to BMC Helix Customer Service Management.
  2. On the Home page, click Start Session to launch the Collaboration Console.
  3. In the Collaborated Cases table of the Collaboration Console, enter the required case ID in the search field and press Enter or select the required case from the list. 
    The customer profile and case details are displayed in the Customer 360 Profile and Case Details areas for the selected case.

Add comments on the Collaboration Console

  1. In the Collaborated Cases table of the Collaboration Console, enter the required case ID in the search field and press Enter or select the required case from the list. 
  2. In the Comments field, enter the comment and click Update Comments. 

Review comments

In the Case Collaboration Worklog area, review comments by agents and other collaborators.

View customer details in Customer 360 Console

  1. In the Collaborated Cases table of the Collaboration Console, enter the required case ID in the search field and press Enter or select the required case from the list. 
  2. To access and view the Customer 360 Console, click the Customer 360 button.
    The Customer 360 Console opens in a new browser tab.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*