Connect with BMC Helix ITSM and Remedy - Live Chat in Smart IT Webinar Q&A

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    Presentation References

     

    Live Chat Product Documentation Home Page

    https://docs.bmc.com/docs/livechatcurrent/home-882252943.html

     

    Using Live Chat in Smart IT

    https://docs.bmc.com/docs/smartit1908/interacting-with-users-on-live-chat-879729510.html

     

    Smart IT Roles and Permissions

    https://docs.bmc.com/docs/smartit1908/smart-it-roles-and-permissions-876720173.html

     

    Smart IT Integrating with Live Chat

    https://docs.bmc.com/docs/smartit1908/integrating-smart-it-with-live-chat-879749685.html

     

    Deploying Virtual Chat Deployment Package

    https://docs.bmc.com/docs/livechatcurrent/deploying-the-bmc-virtual-chat-deployment-package-884403993.html

     

     

    Q&A

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    Q: Is Live Chat only available in Digital Workplace Advanced?

     

    A: The new live chat is available from Smart IT 19.08. DWPA is required in SAAS scenario.

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    Q: Do you need to have BMC Helix chatbot ? And Digital Workplace Advanced subscription for this to work ?  Or is it a separate product.

     

    A: In SaaS scenario, customers need to have BMC Helix Digital Workplace Advanced user licenses to get the entitlement for Virtual Chat / Live Chat. Helix Chatbot is not required to use Live Chat. Users can still use the current SSP (Self Service Portal) to interface with the live agents which are using the Live Agent console in Smart IT.

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    Q: So, DWP basic users will be able to chat with agents using Smart IT?

     

    A: Yes, end users can chat with live agents. End users can use either chatbot or the self-service portal (SSP) that comes with virtual chat.

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    Q: What is required to encrypt the chat session from end-to-end?  Is this handled completely within the session encryption with the MyIT portal ?

     

    A: The connection is encrypted via SSL (assuming https). The chat logs/transcripts are not encrypted.

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    Q: Is virtual chat a separate paid add on license or is it available for all current Helix ITSM Subscribers?

     

    A: It’s not part of the entitlements that come with any of the BMC Helix ITSM user licenses. In SaaS scenario, customers need to have BMC Helix Digital Workplace Advanced user licenses to get the entitlement for Virtual Chat / Live Chat. ________________________________________________________________

     

    Q: Will I be able to view the queue only if I make myself available?

     

    A: No, you can still view the queue if you are unavailable. You just need to click on the "Queue" tab.

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    Q: Does this take Multitenancy in to account in terms of configurations and agents chat access ?

     

    A: The configurations are based on company

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    Q: Availability in 19.02 to 19.08?

     

    A: Live chat is only available from Smart IT 19.08. Prior to that customers can continue using the mid-tier VC agent console.

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    Q: if  VC not deployed already - any conflicts between 9.107 and installing the 9.102 VC?

     

    A: If VC is not deployed you need to install 9.1.02 of VC and then apply the 19.08 D2P package. for the 19.08 version pre-req is ITSM and Smart IT 19.08

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    Q: I have Service Desk Agents and also 2nd Level Support.

    Will all of them see all chat sessions?

    When an SD Agent is already in a chat. How does it look like for other Smart IT users?

     

    A: We can configure multiple levels of support Queues. An Agent will be able to see any sessions in the Support Queues to which they have been assigned, as well as any sessions in the "General" queue.

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    Q: I see in the comments with integration with SSO, that only http is supported are not https?

     

    A: we support https which is recommended for production deployments.

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    Q: Can we create a change request through Smart IT Live Chat?

     

    A: The current Live Chat integration functionality is for creation of either Incidents or Work orders, you can’t create a change request.

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    Q: Noticed in the arch diagram, that IE was listed. FYI - IE isn't supported since 19.02

     

    A: IE was tested and supported.  Always check the compatibility matrix for the latest information on supported versions.

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    Q: Does the chat user see an REQ, WO or INC number upon ticket creation?

     

    A: Currently end user would receive the INC or WO ID

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    Q: Is there any form of popup that shows a chat coming in if you’re not on the chat console window

     

    A: Not currently, but on the roadmap.

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    Q: I can use chatbot and live chat without using virtual chat, right?

     

    A: You would need VC 9.1.02 to be installed

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    Q: Why does Virtual Chat need to be installed

     

    A: VC is a prerequisite for the Smart IT Live Chat, it's the agent console.

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    Q:  What reports are available OOTB?

     

    A:  There is currently a Monitoring and Reporting Console for Chat available in ITSM. This is a real time monitoring console and does not generate consumable reports. There are several “canned” reports available via the AR System Report Console. The Master Chat Record (ES_Chat:MasterChatRecord) will contain ALL the relevant data pertaining to a chat session and there are multiple fields that can be used for custom reporting.

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