Virtual Agent 8.1: Using (WBT)
BMC Virtual Agent is an easy-to-use self-service portal with virtual and live chat, service catalog, and knowledge management used by support agents and self-service users. It provides an animated virtual support agent that uses artificial intelligence to resolve customer issues.
The BMC Virtual Agent 8.1: Using online course teaches support agents and self-service end users how to effectively use the BMC Virtual Agent portal, including the Self Service Portal and the Support Agent Console. Guided demonstrations and end-of-lesson quizzes give participants an opportunity to reinforce their learning.
Major release:
BMC Helix ITSM 8.x
Good for:
Administrators, Users
Course Delivery:
Self Paced | 2.00 Stunden
Course Modules
-
Introduction to BMC Virtual Agent
- BMC Virtual Agent Overview
- User Roles
- BMC Virtual Agent Process Flow
-
Virtual Agent Consoles and Activities
- Access Virtual Agent: Self Service User and IT Staff
- Virtual Agent Portals and Console
-
Using the Self Service Portal
- Self Service Portal Introduction
- Self Service User and Virtual Agent
- Self Service User and Live Agent
-
Using the Support Agent Console
- Support Agent Console Introduction
- Chat with Self Service Users
- Manage Chat Sessions
- Create Chat Aids