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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 requires confidential details, including salary information, in the letter. Bobby initiates the request through the BMC Chatbot and is connected to a case agent named Qadim. Qadim views and accepts the chat request, then creates a case for Bobby using the Generate Verification Letter case template. He provides Bobby with the case ID associated with the request. The video showcases the interaction and steps taken to address Bobby's needs.