Live Assistance › How to Create an Assistance Session

How to Create an Assistance Session

You create assistance sessions to provide live support to end users where you have permission. You handle queues and manage assistance sessions using the Support Automation Analyst Interface. Create an assistance session as follows:

1. Do any of the following:
   • Create an assistance session from a CA SDM ticket.
   • Create an assistance session from the On Hold Users pane.
   • Create an assistance session from the Queues View.
2. Chat with the end user.
3. Provide live assistance using the Support Automation Analyst Interface.

More information:

Invite the End User to a Session from a Ticket

Invite the End User from the On Hold Users Pane

Invite the End User from the Queues View

Support Automation Chat