Modifying cases

As a resolver agent, you can perform different actions and modify a case; for example, resolve a case, initiate refunds, recategorize a case, etc. Other agents and supervisors who collaborate on this case can also review these modifications.

Use the Edit Case console to perform the following tasks:

• Perform necessary actions like Email, SMS, refund, get approvals, etc.
• Use Ask GPT for precise and personalized resolutions and suggestions for the next steps
• View certain details that help you to analyze and investigate the case
• Access the Customer 360 console to get the customer details

Overview of Edit Case Console

The following image highlights the different sections in the console:

The following table describes the different sections in the console:

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 Action field drop-down.
   2. Select the relevant activity value, if any, in the Action 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 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.
   • Action Value—Select the relevant Action 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.
   • Resolution—Enter the resolution or select from the Knowledge base. 
   • Resolution Description—Enter the resolution description or select from the Knowledge base. 
   • 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.
   • Action Value—Select the relevant Action 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.
   • Action Value—Select the relevant Action 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. 
   • Template Name–Select the relevant template from the dropdown. 
   • Subject—Modify the subject line if required.
   • Email Message—Modify the email message to be sent, if required.  
7. Click Send.
   The email is successfully sent to the receiver.

To escalate a case to IT/NOC

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.
   • Action Value—There is no Action 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.
   • Action Value—There is no Action 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.
   • Action Value—There is no Action 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.
   • Action Value—There is no Action 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. 
   • Recat Assigned Main Group–Displays the name of the main group to whom the case will be assigned.
   • Recat Assigned Sub Group–Displays the name of the sub group to whom the case will be assigned. 
   • Repeated Case–Notifies the agent if it is a repeated case.
   • Severity—Displays the severity of the case. 
   • Priority–Displays the case priority.
   • 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.
   • Action Value—There is no Action 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.
   • Action Value—There is no Action 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, Preferred Contact Number or Others from the drop-down displayed.
   • Mobile Number—If the contact number is Primary or Preferred, it will be retrieved automatically and displayed in this field. If Others, the agent must manually enter the cellphone number.
   • Template Name–Select the relevant template from the dropdown.
   • Message—Modify the message to be sent, if required. 
7. Click Send.
   The SMS is successfully sent to the receiver.

To share case updates with the IT team

In case the IT team needs to be updated about a case, the agent can do so using the Update 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 Update to IT.
   • Action Value—There is no Action Value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The IT team is updated successfully.

To close a case

Once a case is resolved, the agent has an option to close the case. 

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 Close.
   • Action Value—There is no Action Value for this action.
   • Action Description—Enter a brief description.
6. Click Add Activity.
   The case is closed successfully.