The topic provides information about using FootPrints with an agent role or with a customer role. Using FootPrints with an agent role enables users to create, update, and close records (such as tickets, CIs, contacts and solutions), create saved searches (both private and shared), run reports, and use a mobile device to work with their tickets. Using FootPrints with a customer role is for employee end-users or external customers, enabling users to submit or track their own requests and issues, and search the knowledge base.
The following sections are provided:
Using FootPrints with an Agent role
The following table contains information for users who fulfill the role of agents in FootPrints.
|Getting Started with FootPrints|
|Navigating the interface|
|Customizing your FootPrints Environment|
|Searching for data in FootPrints|
|Using FootPrints on a mobile device|
Using FootPrints with a Customer role
The following table contains information for users who fulfill the role of customers in FootPrints.
|Getting started with FootPrints|
|Using chat to interact with agents|
|Using the knowledge base to resolve tickets|