BMC Helix Business Workflows 19.11 – Key Highlights

BMC Helix Business Workflows 19.11 – Key Highlights


Hi, I’m Juergen from the BMC Helix Business
Workflows team. In this demonstration I want to show you
highlights of our 19.11 release. We’ve embedded and integrated Live Chat version 19.11 with Business Workflows so that line of business agents can participate in Live Chat sessions. While chatting, agents can use pre-canned messages and search for and share knowledge articles By clicking on the share link, users can open
articles directly in Digital Workplace. Agents can create cases on behalf of the user
directly in the chat session. They can search for and select
suitable case templates. If a case template includes dynamic fields
that are required, questions to get the answers from the user can be shared with one click and answers are automatically recorded. Agents can also take notes that will later
be appended to the case. When the agent is ready, she just clicks on
a button to create a case. A preview shows all relevant information to
the live chat agent. It also includes the answers to the questions. When navigating to the case it shows Live
Chat as source, the note previously logged by the agent and the chat transcript is nicely
visualized as reference for the case agent. Let’s take another look at the case created
in the Live Chat. The case shows a request ID and the activity log includes a note saying that a service request has been created. Business Workflows can now automatically create
service requests not only for live chat but also for inbound email, quick case, or create case. Requesters will find the service request under
My Activity. Bi-directional communication between the requester
and the agent using commenting and public activity notes just works. When editing a case or a task the requestor
information is shown to ensure agents always have the context (like the site information)
of the requester available. Case Business Analysts can make it mandatory for agents to provide a resolution code and
description before resolving a case. This ensures proper documentation of a resolution
which can be later leveraged, for example in reporting to gain better insights. Resolution codes can be configured by the
business analyst. Old resolution codes can be retired by setting
them inactive and new codes can be easily added. The agent visible labels can be localized. For completed cases or service requests, Digital Workplace Advanced can display a survey and
ask the user for feedback. When submitted, Business Workflows displays
the survey response as a note in the activity stream allowing agents to look at the user’s
response in the context of the case. This is limited to the default survey in 19.11. To provide more accurate reporting for example, cases can now be automatically moved
to a new status. Like in this example from resolved to closed. Leaving the mouse pointer over the time information
of notes now displays the exact date and time when the note was added. Business Analysts define a condition and time interval to automatically move cases to another status. In this example, cases in ‘Pending’ status
will be brought to the assigned agent’s attention by moving cases to ‘In progress’
status. Additional filter criteria can be defined
to fine tune. When creating Activity notes, agents can use an @ annotation to include and notify
other agents. Franz gets a notification and can directly
navigate to the case. He needs to be able to access the case as this annotation does not bypass permissions. For more flexibility in communicating with
future or former employees, a new configuration allows to accept
emails from any external user. Configured as asterisk @ asterisk and mapped to a user which was created specifically for this mapping. To complement this, we added a capability
to configure a list of blocked emails IDs. A new report, available only to the tenant admin, shows how named and active user counts
have changed over time. It is possible to drill down to see who the
active users in a given month were. This allows organizations to easily check
if they are license compliant or not. Thank you for watching this demonstration
of BMC Helix Business Workflows.

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