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In this video tutorial by Poonam Morti from BMC Software, the process of requesting an employment verification letter via Live Chat is demonstrated. The scenario involves an employee named Bobby, who seeks a letter containing confidential salary details. Bobby initiates the request through the BMC Chatbot and is connected to Qadim, a case agent. Qadim receives the chat request and accepts it in the BMC Helix Business Workflows interface. He then creates a case for Bobby’s request using a specific case template and provides Bobby with a case ID. The tutorial highlights the interaction between Bobby and Qadim, showcasing the streamlined procedure for obtaining employment verification letters.