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In this video tutorial by Poonam Morti from BMC Software, viewers learn how to request an employment verification letter through Live Chat. The example features an employee named Bobby, who needs a letter including confidential salary details. Bobby initiates the process by using the BMC Chatbot to connect with a live agent. Assigned to Bobby's request, case agent Qadim views the request in BMC Helix Business Workflows, accepts the chat, and communicates with Bobby. Qadim creates a case for the request using a specific template for the verification letter and provides Bobby with a case ID. The tutorial focuses on the interaction and workflow for obtaining the verification letter.