Modifying cases

Once a new case is logged and allotted to a resolver agent, the agent can modify the case in the Edit Case console. All modifications done are captured and can be reviewed by other agents and supervisors who collaborate on the same case.

As a resolver agent with access to modify the case, you can perform case activities like resolve cases, initiate refunds, request for approvals, recategorize cases and so on. 

Other than the basic details of a case, you can also view certain details in the case that provide additional information to analyze and investigate the case and also access to the Customer 360 Console for customer related details.

The following image shows the Edit Case console:

Overview of the Edit Case Console

The following image shows the different UI elements in the console's header:

The following table describes the UI elements on the console:

Case Information

The agent can access information about the case in this section. The following image shows the different UI elements:

 The following table describes the UI elements:

Customer, Case Details & Assignment

All of the information about the customer and the case obtained while creating a new case is listed here and is accessible to the agent to review. The following image shows the different UI elements:

 The following table describes the UI elements:

Case Actions

To modify a case, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
   The agent can now review case details and modify the case by scrolling down to the Case Actions section.
   To execute an action, perform the following steps: 

1. 
   
   1. Select the action to be performed from the Actions field drop-down.
   2. Select the relevant activity value, if any, in the Activity Value field.
   3. To provide additional information, fill the Action Description text box. 
   4. Click Add Activity.

Note: Additional information or further steps may be required for some actions. These steps may have to be performed either on selecting the action or on clicking Add Activity. The table below contains information on these additional steps.

All Case Actions are listed below with descriptions and steps to perform them:

To resolve a case

The Resolve action is used to resolve cases. This action will reflect if the case was resolved completely, partially or no solution was provided. To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:
   • Actions—Select Resolve.
   • Activity Value—Select the relevant activity value.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   In the pane displayed, complete the following fields:
   
   • Resolution Code—Select the relevant resolution code.
   • Knowledge Base—Select the relevant solution from the knowledge base and click Apply.
   • The Resolution and Resolution Description fields are auto-filled. These fields can be edited to propose a solution. 
   • Customer Sentiment—Select the relevant customer sentiment. 
   • Valid Ticket—Select Yes or No based on the validity for the ticket.
   • Propose Solution—Tick this field if you have proposed a solution.
   • Resolution Method—Select the relevant resolution method. 
7. Click OK.
   The case is now resolved successfully and the activity is visible in the Activities tab. 

To request for approvals

The Approval Request action is used to to request for approvals. If any task requires approval from the approver, for example: to initiate a refund to a customer, the agent needs to get the transaction approved by the supervisor. The agent can use this action to send request for approval. 

To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Approval Request.
   • Activity Value—Select the relevant activity value.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The request for approval is successfully sent. 

To send an email

The Email action in the menu allows the agent to contact other agents, groups or the customer via email. To send an email, perform the below steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Email.
   • Activity Value—Select the relevant activity value.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   In the pane displayed, complete the following fields:
   • To—Enter the email id to whom the emails is be sent. 
   • Subject—Enter the subject line.
   • Email Message—Enter the email message to be sent. 
7. Click Send.
   The email is successfully sent to the receiver.

To escalate to IT

Any case that requires escalation to the IT team for any technical purposes can be done via the Escalate to IT action. 

To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Escalate to IT.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The case is escalated successfully. 

To provide case feedback

The agent can provide feedback on a case using the Feedback action. 

To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Feedback.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The feedback can be viewed in the Activity tab. 

To reassign a case

The Reassignment action is used to reassign cases. This action will enable the agent to reassign the case to the relevant group. 

To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Reassignment.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   In the pane displayed, complete the following fields:
   • Reassign Main Group—Select the main group to which you want to reassign the case.
   • Reassign Sub Group—Select the sub group to which you want to reassign the case.
7. Click Save.
   The case is successfully reassigned. 

To recategorize a case

If the case was wrongly classified, it is recategorized using the Recategorization action. 

 To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Recategorization.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   In the pane displayed, complete the following fields:
   • Ticket Nature—Select the ticket nature from the drop-down. 
   • Category—Select the category of the case.
   • Type—Select the type of the case.
   • Item—Select the item of the case.
   • Summary—Select the summary of the case. 
   • Severity—Displays the severity of the case. 
   • Additional Information—Answer all questions that appear in this section. 
7. Click Save.
   The case is successfully recategorized. 

To initiate refunds

The initiate a refund after receiving approval from the approver, the agent can use the Refund Adjustment action. To execute this action, perform the following steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select Refund Adjustment.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The payment gateway is initiated successfully. 

To send an SMS

The SMS action is used to send messages to the customer. 

To send an SMS, perform the below steps:

1. Log in to BMC Helix Customer Service Management. 
2. On the Home page, click Start Session to launch the resolver console.
3. In the My Assigned Cases section, enter the required case ID in the search field and press Enter or select the required case from the list.
4. Click on the selected Case ID.
   The Edit Case console opens in a new browser tab.
5. In the Case Actions section, complete the following fields:;
   • Actions—Select SMS.
   • Activity Value—There is no activity value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   In the pane displayed, complete the following fields:
   • Send SMS to—Select the Primary Contact Number, Secondary Contact Number or Others from the drop-down displayed.
   • Mobile Number—If the contact number is Primary or Secondary, it will be retrieved automatically and displayed in this field. If Others, the agent must manually enter the cellphone number.
   • Message—Enter the message to be sent. 
7. Click Send.
   The SMS is successfully sent to the receiver.

Case Related Tabs

This section provides additional information that allows the agent to verify certain details before proceeding with the activity. 

Activities