Frontline agents can create new cases, view a summary of the customer and case details, review their own performance and collaborate with other teams by using the Frontliner Console. In addition to creating cases, agents can also review existing cases, request for supervisor help, view the knowledge base and much more.
The Frontliner Console's navigational paths for different activities are listed in the following table:
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| - Log in to BMC Helix Customer Service Management.
- On the Home page, click Start Session to launch the Frontliner Console.
- On the Frontliner Console, click New Case.
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| - On the Frontliner Console, click the Supervisor Help button.
- In the Supervisor Help window, enter the message and click Send.
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Search and view cases created | In the Created Cases table of the Frontliner 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. |
Access the Edit Case console | - In the Created Cases table of the Frontliner Console, enter the required case ID in the search field and press Enter or select the required case from the list.
- Click on the selected Case ID.
The Edit Case console opens in a new browser tab.
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Request to collaborate with other groups | - In the Created Cases table of the Frontliner Console, enter the required case ID in the search field and press Enter or select the required case from the list.
- Click the Collaborate button.
- On the Collaborate Action panel, select group names from the Available Groups section.
- To add comments for the collaborator to view, in the Comments field, add comments, and then click Add.
The collaboration function is successfully activated. - To close the panel, click Close.
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Access the Collaboration Console | - On the Frontliner Console, click the Actions drop-down in the title bar.
- To access and view the Collaboration Console, click Collaboration Console.
The Collaboration Console opens in a new browser tab.
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View customer details in Customer 360 Console | - In the Created Cases table of the Frontliner Console, enter the required customer ID in the search field and press Enter or select the required case from the list.
- To access and view the Customer 360 Console, click the Customer 360 button.
The Customer 360 Console opens in a new browser tab.
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View the agent performance | On the Frontliner Console, click the My Performance button.
The Agent 360 View opens in a new browser tab. |
