User goals and features

The following table lists the Live Chat users, describes their goals, and explains how these users can achieve their goals:

Related topics

Product-Overview

Getting-started

User

Goals

Tasks

Reference

Self-service user

  • Resolve queries by interacting with support agents

Initiate a chat session by using Self Service Portal or BMC Helix Virtual Agent.

Agent

  • Resolve a user issue as quickly as possible.
     

Participate in a chat session from

(Agents also require the IT Agent role in Smart IT)

Administrator

  • Set up Live Chat for the end users and agent according to your business needs.

Configure the settings for the end users and agents in Live Chat Administration Console.

 

 

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