Integrating with Live Chat
Integrating BMC Client Management with Live Chat enables support agents to remotely access an end user's device by using the web console URLs shared by the BMC Client Management administrators. The support agents can directly access any of the managed or unmanaged devices to resolve the issue quickly. BMC Client Management administrators can choose which OS options and architecture are presented to the support agents when they are remotely controlling the end user's devices. For more information about choosing the OS and architecture, see Configuring the remote control recording parameters.
| Product | Persona | Task number | Task | Reference |
|---|---|---|---|---|
| Live Chat | End user | 1 | Initiate a conversation with the support agent to resolve an issue. | Interacting with chat users |
| Live Chat | Support agent | 2 | Request remote access to the end user's device to understand and fix the issue. | Requesting for remote access to the end users' devices |
| BMC Client Management | BMC Client Management administrator | 3 | Share the URL to remote control the end user's device. | |
| Live Chat | Support agent | 4 | Access the end user's device remotely by using the URL and fix the issue. | Remotely access a desktop to solve issues during a chat |
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The link "Interacting with chat users" is broken.
Hi. Thanks for letting us know. The link is now fixed.
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