23.3 enhancements
23.3.04
Enable agents to leverage the BMC HelixGPT capabilities
Agents can use the following BMC HelixGPT capabilities that help them resolve user issues quickly:
- Use recommended solutions for a ticket.
- Use proactive and Ask HelixGPT capabilities directly in a ticket.
- Use context summarization to get insights about customer problems before searching for a solution.
23.3.02
Ability to identify repeated cases
Enable agents to know when a case is being repeated, in order to improve the solution being offered.
Learn more about this functionality in Modifying cases.
Ability to track case activities in real time
Give agents the ability to track case activities in real-time with details about the activity.
Learn more about this functionality in Modifying cases.
Broadcast crucial information to agents
Broadcast crucial updates and information related to cases, to agents in real-time.
Learn more about this functionality in Navigating Team Leader Workspace.
Ability to assign cases to yourself
Frontline agents can assign cases to themselves by using the Assign to me option. This functionality lets frontline agents to perform necessary actions on the case for faster case resolution.
Learn more about this functionality in Modifying cases.
Enhanced priority matrix configuration for cases
Prioritizing cases now takes into account a number of variables, including case type, category, customer segment and services and product. There are 16 combinations that work to ensure that a case gets correctly prioritized.
Learn more about this functionality in Configuring standard settings for your application.
Manage letters sent to customers
Configure letters sent to customers or vendors with correct formatting including the header, footer, logo and other necessary elements that are included in a formal letter draft.
Learn more about this functionality in Configuring advance settings for your application.
Access out of the box reports and dashboards
Out-of-the-box reports and dashboards are available that provide insightful data right from the executive level to individual groups and agents.
Learn more about the different kinds of dashboards available in the below topics:
Updates to Resolver and Frontliner workspaces
Use the Resolver and Frontliner workspaces to access quick metrics, to-do lists, basic customer information and case details. Additionally, from a single UI, you can place calls, send emails or SMS, get assistance from colleagues, and let agents monitor their performances.
Learn more about these workspaces in the topics below:
Use improved to-do tasks to enhance productivity
Agents can use to-do lists to track tasks that are completed or pending, and set reminders for upcoming events.
Learn more about this functionality in the below topics:
Define a schedule to automatically send emails and messages
Configure SMS and email templates, and define a schedule to automatically send SMS and emails based on certain activities or events.
Learn more about this functionality in Configuring advance settings for your application.
Integrate BMC Helix Customer Service Management with third-party systems
Use a generic API to integrate BMC Helix Customer Service Management with third-party systems.