Navigating through the Resolver Console

Create a new case

1. Log in to BMC Helix Customer Service Management.
2. On the Home page, click Start Session to launch the Resolver Console.
3. On the Resolver Console, click New Case.

Request supervisor help

1. On the Resolver Console, click the Supervisor Help button.
2. In the Supervisor Help window, enter the message and click Send.

Accept new cases from the group pool (Next Case)

To accept new cases from the group pool, click Next Case on the Resolver Console. This action adds a new case in the My Assigned Cases table.

Search and view cases created

In the My Assigned Cases table of the Resolver 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

1. In the My Assigned Cases table of the Resolver Console, enter the required case ID in the search field and press Enter or select the required case from the list.
2. Click on the selected Case ID. 
   The Edit Case console opens in a new browser tab.

Request to collaborate with other groups

1. In the My Assigned Cases table of the Resolver Console, enter the required case ID in the search field and press Enter or select the required case from the list. 
2. Click the Collaborate button.
3. On the Collaborate Action panel, select group names from the Available Groups section.
4. To add comments for the collaborator to view, in the Comments field, add comments, and then click Add.
   The collaboration function is activated.
5. To close the panel, click Close.

Access the Collaboration Console

1. On the Resolver Console, click the Actions drop-down in the title bar.
2. To access and view the Collaboration Console, click Collaboration Console. 
   The Collaboration Console opens in a new browser tab.

View customer details in Customer 360 Console

1. In the My Assigned Cases table of the Resolver Console, enter the required customer 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.

View the agent performance

On the Resolver Console, click the My Performance button. 
The Agent 360 View opens in a new browser tab.