Navigating through the Service Quality Console

Search and view cases created

1. Log in to BMC Helix Customer Service Management.
2. On the Home page, click Start Session to launch the Service Quality Console.
3. In the My Assigned Cases table of the Service Quality 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 Service Quality 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 Service Quality 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 Service Quality 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 Service Quality 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.

Callback and conduct surveys

1. In the My Assigned Cases section, enter the required customer ID in the search field and press Enter or select the required case from the list. 
2. To open the Callback panel, click the Callback option.
3. To complete the Call On field with the contact number, select one of the following options:
   1. Primary Contact—The contact number is automatically retrieved.
   2. Secondary Contact—The contact number is automatically retrieved.
   3. Others—Manually enter the contact number in the Mobile Number field.
4. To initiate a telephony integration, if available, click Call.
5. To complete the Callback Result field, select the relevant option from the following:
   • Answered—If the customer answered the call, select the Answered value. 
     
   • No Answer—If the customer did not answer the call, select the No Answer value.
   • Request to Callback—If the customer answered the call but is occupied and requested for a callback later, select the Request to Callback value.

Depending on the callback result selected, you will need to fill the following fields: 

• Selecting the Answered value will enable the Start Survey option and display the following fields:

1. 
   
   1. Resolution Feedback—Select Satisfied or Not Satisfied depending on the customer's feedback. 
   2. Customer Sentiment—Select Positive, Neutral or Negative depending on the customer's sentiment. 
   3. Next Action—Select the next action to be taken as per the customer's feedback. 
   4. Action Description—Enter a short description of the customer's feedback. 
   5. To conduct the survey, click Start Survey. 
   6. In the Case Based Survey panel, enter the customer's scores and comments, and then click Submit Survey.
   7. In the Callback panel, click Save.

• Selecting the No Answer value will not display any fields. 
  Just select the No Answer value and click Save.
  

• Selecting the Request to Callback value will display the following fields:
  

1. 
   
   1. From—Select the first day of the date range between which the customer requested a callback.
   2. To—Select the last day of the date range between which the customer requested a callback. 
   3. Preferred Timings—Select the preferred time range for callback as requested by the customer. 
   4. Click Save.