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In this video by Poonam Morti from BMC Software, an employment verification letter request is demonstrated through Live Chat. The scenario features an employee named Bobby seeking a verification letter that includes confidential details like salary information. Bobby initiates the process using the BMC Chatbot to connect with a live agent. Qadim, the assigned case agent, receives Bobby's request via the BMC Helix Business Workflows Live Chat tab. After engaging with Bobby, Qadim creates a case using the verification letter template and provides Bobby with a case ID. This overview illustrates the interaction between the user and the case agent during the request process.