Administering Support Automation › Automating Support in Your Environment

Automating Support in Your Environment

You can implement a support strategy using a combination of processes and tools. CA SDM provides the tools to administer live assistance, develop automated tasks, and deliver them through the various channels of support.

You use the associated processes to create and maintain an environment that does the following:

• Reduces the average support call duration
• Reduces overall support costs
• Increases resolution rates
• Provides more end-user satisfaction