Automatically responding to inbound emails with knowledge articles
The goal of this use case is to enable business users to resolve issues on their own by providing relevant BMC Helix Knowledge Management by ComAround knowledge articles. By encouraging self-service for simple requests, Service Desk Managers can ensure that the agents can use their time efficiently to resolve time-sensitive and critical issues faster.
The following video illustrates how you can use knowledge articles in BMC Helix ITSM to resolve issues on your own.
Related topic
Scenario
Susan is a Service Desk Manager at Invention Inc. She notices that roughly 8-10% of the tickets logged in every month can be easily resolved by the users themselves by referring to knowledge articles.
She requests Jonnie, the administrator, to make the necessary configurations. Jonnie changes the configuration settings to enable integration of BMC Helix ITSM with BMC Helix Digital Workplace and BMC Helix Knowledge Management by ComAround. She also configures the Centralized configuration parameter to use the cognitive service to recommend the most relevant knowledge articles.
When users send an email to the service desk, they receive an auto-reply that contains links to 1-3 relevant BMC Helix Knowledge Management by ComAround knowledge articles.
Users can use one of the articles and click the Resolve link in the email to update the incident.
Benefits
The AI Service Management capabilities in BMC Helix ITSM leverage the next generation of artificial intelligence and machine learning capabilities that provide the following benefits in automating service management:
- Reduced service management costs
- Enhanced service levels
- Scalable service
- Improved service predictability
- Self-service for users
Workflow
The following graphic describes the workflow for auto-replies to inbound emails with BMC Helix Knowledge Management by ComAround knowledge articles:
The following table describes the tasks that the administrators must perform for configuring auto-replies to inbound emails with BMC Helix Knowledge Management by ComAround knowledge articles:
Task | Component | Action | Reference |
|---|---|---|---|
1 | BMC Helix Innovation Studio |
| |
3 | BMC Helix Digital Workplace Catalog |
| |
4 | BMC Helix ITSM |
|
Results
Business users are able to resolve simple incidents on their own by referring to the pertinent knowledge articles. Susan is thus attempting to bring down the number of incidents to be addressed by the agents.