This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

Navigating Resolver Workspace

As a resolver agent, you are responsible for working on a case and resolving it by performing essential administrative, support, and clerical activities. You handle tasks associated with resolving the case quickly and effectively within the given Service Level Agreement (SLA) or Operation Level Agreement (OLA).

Use this workspace to perform the following tasks:

  • Create new cases
  • View a list of assigned cases and group cases
  • Accept new cases from the assignment pool
  • View activities of selected cases
  • Review your own performance
  • Collaborate with other teams
  • Request for assistance from colleagues
  • View the knowledge base 

Overview of Resolver Workspace

The following image highlights the different sections in the workspace:

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The following table describes the different sections in the workspace:

Annotation

Section

Use

1

Resolver Workspace

View metrics like number of cases you created or resolved, open cases and cases waiting for approval. Additionally, get latest updates about global cases, broadcasts about new upgrades or services.

Additionally, you can:

  • Access the Collaboration Console by clicking Collaboration Console.
  • Get a list of knowledge articles related to a case by clicking Knowledgebase.
  • Navigate to the home page or close a session by using the available options.

2

Case Management

This section provides the following details:

  • My Cases–View all cases assigned to you.
  • My Group Cases–View all cases assigned to your group.

Select a case in either of the sections to view activities performed on that case. 

Additionally, you can:

  • View the group you belong to
  • View cases that are queued for assignment
  • Assign a case to yourself by clicking the Next Case option
  • Create new cases by clicking the New Case option
  • Review and update tasks by clicking the My Tasks option
  • Request a colleague to assist you with a case
  • View your performance in detail


3

Customer contact details and case activities or My Tasks List

This section switches between customer contact details or case activities and My Tasks List.

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You can view case activities, customer contacts and also click on the customer's name to access the Customer 360 Console. 

When you switch to My Tasks List, you can get a list of tasks and their statuses, set reminders, search and update tasks.

 

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