Live Assistance

Live Assistance

CA SDM lets you provide Live Assistance to end users by using the Support Automation Analyst Interface. You monitor queues, manage multiple end-user assistance sessions, and interact with end users to resolve their computer problems.

This section contains the following topics:

Support Automation Analyst Interface

How to Configure Live Assistance

How to Create an Assistance Session

How to Manage Queues

View the End-User Profile

View the Active Sessions

View Session Alerts

How to Provide Live Assistance to End Users

Support Automation Events

Join Existing Assistance Session

Invite Another Analyst to the Assistance Session

Transfer the Assistance Session to Another Analyst

Create a Ticket from the Support Automation Analyst Interface

Associate an Assistance Session with an Existing Ticket

Support Automation Analyst Interface Accessibility