End user tasks

This section describes the end user tasks in End User Chat.

Chat with a Service Desk agent

If virtual agent is not enabled, you can obtain live support from a Service Desk agent by using End User Chat:

1. Click the chat button to open a chat window.

2. Fill in all mandatory fields, and then click Start Chat. The chat window automatically displays the number of people who are already in the queue. If no agent is available or it is out of the chat service hour, click Submit a Request in the chat window to submit an Interaction.

   Tip If you have submitted a ticket before the chat, you can specify the ticket from the Previous Support Ticket ID drop-down list.

3. When a Service Desk agent joins the chat, you can type messages to state your issue and chat with the Service Desk agent. The Service Desk agent may guide you through troubleshooting, suggest possible resolutions, or create an Incident record in Service Manager to handle your question.

You can close the chat after the chat is completed. If further work is needed to resolve your issue, the agent might notify you by e-mail when this work is completed, as appropriate.

To end a chat:

1. Click the close button on the chat window.

2. The system prompts you to select a reason to end the chat. Select a reason in the drop-down menu, and then click End the Chat.

You will no longer receive messages from this chat. After you end the current chat, the system broadcasts a message to the Service Desk agent to identify that you have ended the chat. Your closure reason is also displayed to the Service Desk agent.

Chat with a virtual agent

When a Service Manager system administrator has properly configured and enabled virtual agent, you can firstly obtain support from a virtual agent by using End User Chat. However, if the answers from a virtual agent is not satisfactory, you are still able to chat with a live Service Desk agent.

Follow these steps:

1. Click the chat button to open a chat window.

2. Fill in all mandatory fields, and then click Start Chat. A virtual agent will join the chat and send you greetings.

   Tip If you have submitted a ticket before the chat, you can specify the ticket from the Previous Support Ticket ID drop-down list. In this case, the chat will be directly routed to a Service Desk agent.

3. Type your questions or issues, the virtual agent performs Smart Search based on your access rights and provides you several links that are relevant to your question. These links include Knowledge Management document links, Service Catalog item links, other knowledge resource links such as SharePoint pages, documents on a file system, or web pages from external libraries. Click the links to view the content in the Service Portal or ESS portal window.

   Note You can only view a KM document in the chat window if this KM document has an OO flow linked. In this case, the system may prompt you to fill in some parameters for the OO flow. Click Submit to launch the OO flow and you will get the returned result in the End User Chat window.

   Tip You can type #menu to display an option menu. The out-of-box menu displays the following options:

   Please type the number before an option to continue
   1 - List three most frequently asked questions
   2 - List three hot news
   3 - Update my account information 

4. If the virtual agent addresses your question correctly, type Yes. The virtual agent will inquire of another question. Type Yes to describe another problem, or type No to close the chat.

   Otherwise, If you cannot find an appropriate answer, type No and the virtual agent inquires whether to transfer you to a live chat. Type Yes to switch to live support from a Service Desk agent, or type No to close the chat.

   Tip At anytime during the chat, you can click Live Chat with Agent on the chat window to switch to live support from a Service Desk agent.

   Tip Click Submit a Request in the chat window to submit a support ticket if your chat request is timeout or no live chat assignment group is currently available.