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Support Automation analysts monitor and manage multiple end-user requests in live assistance sessions in your environment. Analysts use Support Automation tools to interact with end users and provide live assistance.
Analysts access the interface from a CA SDM ticket, such as an incident, or the Support Automation tab. You can manage access levels to set permissions for tools that the analysts can use. You can enable and disable Support Automation tools for specific tenants. If a tool is disabled for a tenant, analysts cannot use that tool in assistance sessions.
Important! The Support Automation Analyst Interface only runs on Windows. For more information about supported operating systems, see the Release Notes.
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