All CwR webinar recordings
Curated by: BMC Helix Events (420 videos)
In release 26.1, Service Collab introduces a powerful set of capabilities designed to elevate cross-team coordination, streamline service operations, and boost service quality across both ITSM (Service Management) and BWF (Business Workflow) environments. This webinar will walk you through the most impactful new use cases, demonstrating how intelligent automation and agentic workflows help teams resolve issues faster, reduce manual effort, and deliver more responsive service experiences. You will gain a clear understanding of how these features can be applied in real scenarios to improve productivity, consistency, and customer satisfaction. Key topics covered: Sentiment Analysis (BWF): Automatically detect customer sentiment to prioritize responses, route work more effectively, and proactively address at-risk interactions. Auto Follow-Up (ITSM): Ensure timely updates and prevent ticket stagnation with automated follow-up actions triggered by context and workflow activity. Support for Complex Queries in Agentic Chat (BWF): Empower agents and end users with AI-driven assistance capable of interpreting and resolving multifaceted requests through intelligent, multi-step reasoning. One-Click Incident Summarization (ITSM): Accelerate handoffs and resolution with instant, AI-generated incident summaries that extract key details while reducing manual documentation time.