Administering Support Automation › Resolve Tickets Using Live Assistance › Provide Live Assistance
Provide Live Assistance
Use the Support Automation Analyst Interface to provide Live Assistance by performing different actions on the end-user computer. Perform actions such as running diagnostic scripts, browsing the file system, and controlling the end-user computer remotely. For example, a chat with the user determines that you can resolve the software application synchronization issue by using Live Assistance.
Follow these steps:
- On the Support Automation Analyst Interface, click the appropriate tool tab to resolve the ticket:
- Automated Tasks—Select an automated task from the left pane and click Execute. For example, execute a script that configures network settings for the software application.
- File Explorer—Browse the file system of the user. For example, browse the hard drive to locate a specific file in the installation directory of the software application.
- File Transfer—Transfer a file between computers. For example, transfer a file from your computer to replace a corrupt file in the installation directory.
- Remote Registry—Browse the end-user registry and modify a registry entry. For example, modify registry values for the software application.
- Remote System Tools—Execute a program on the end-user computer or force the computer to reboot. For example, execute the configuration interface of the software application.
- Remote Control—Control the end-user computer remotely. For example, control the end-user computer to configure the software application.
- Screenshot—Capture a screenshot of the end-user computer. For example, connection issues prevent remote control from operating successfully, so you guide the user after viewing screenshots.
- Select Remote Control and configure the software application to synchronize with the company network.
- Verify with the user that the software application synchronizes successfully and you resolved the ticket.
