How to Set Up Live Assistance for Analysts

 
casm1401
 
As an administrator, set up the live assistance and manage access levels for tools that the analysts 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.
Follow these steps:
Set Up Access Level Permission
You can configure the CA SDM roles to have Support Automation permissions. In some cases, there can be a few analysts that are categorized within a single access level. For example, Analyst. In some cases, the tenant administrator sets up many analyst access levels, each with different privileges.
If you are in a multi-tenancy environment, analysts that do not belong to the service provider only have write access to their own tenant and subtenants. You can give the write access to the analyst to other tenants and subtenants. To give the access, update the function access of the accessed tenant and include non-service provider tenants.
The following access levels are available:
  • Analyst
    Specifies the contact type that provides live assistance to end users in your support environment. Access levels define which queues, automated tasks, and tools are available for the analyst to use.
  • End User
    Specifies the contact type that receives live assistance from analysts, such as employee and customer.
Create an Analyst Access Level
You can create access levels for Support Automation analysts. Access levels define which queues, automated tasks, and tools analysts use in the Support Automation Analyst Interface.
Follow these steps:
  1. Select Security and Role Management, Support Automation Access Control from the Administration tab.
    The Support Automation Access List page appears.
  2. Click Create New.
    The Create New Support Automation Access Level page appears.
  3. Enter the analyst name, select Analyst from the drop-down list, and click Save.
    The Support Automation Access Level page appears.
  4. Click Edit.
    The Update Support Automation Access Level page appears.
  5. Assign the appropriate permission, queues, and tools for the access level.
    • Allow to Join Existing Session.
    • Allow to use Automated Tasks IDE.
      In a multi-tenancy environment, enable the Update Public option for analysts that belong to the Service Provider tenant. This setting lets analysts upload task and library content.
  6. Click Update Queues on the Queues tab. 
    The Queues Assigned Update page appears. You can add the queues this access level can select.
    You can select a queue and click Set Default Queue to set the desired queue as default. The default queue displays at the top of queue list in Support Automation Analyst client. If you do not set a default queue, the queue list displays in alphabetically order.
  7. Click Update Tools on the Tools tab to modify the tools this access level can use.
    The Tools Assigned Update page appears.
  8. Click Update Target Queues on the Transfer Target Queues tab to modify the queues this access level can select.
    The Target Queues Assigned Update page appears.
  9. Click Update Tasks on the Automated Tasks tab to modify the automated tasks this access level can select.
    The Automated Tasks Assigned Update page appears.
  10. Click Save.
    The analyst access level is created.
Create an End User Access Level
You can create access levels for end users to determine what actions the analyst can perform on the end-user computer.
Follow these steps:
  1. Select Security and Role Management, Support Automation Access Control from the Administration tab.
    The Support Automation Access List page appears.
  2. Click Create New.
    The Create New Support Automation Access Level page appears.
  3. Enter the end-user name, select End User from the drop-down list, and click Save.
    The Support Automation Access Level Detail page appears.
  4. Click Edit to assign the appropriate permissions and security levels.
    • Allow Editing Privacy Level
    • Default Privacy Level
    • End-User Client Launch Mode
    The Update Support Automation Access Level page appears.
  5. Click Update Privacy Levels.
    The Privacy Levels Assigned Update page appears.
  6. Modify the privacy levels for the end-user access level and click OK.
    The Update Support Automation Access Level page appears.
  7. Click Save.
    The end-user access level is created.
Assign an Access Level to a Role
You can assign Support Automation access levels to existing CA SDM roles in your environment.
Follow these steps:
  1. Select Security and Role Management, Role Management, Role List from the Administration tab.
    The Role List page appears.
  2. Click the role that you want to assign the access level, such as Administrator.
    The Role Detail page appears.
  3. Click Edit.
    The Update Role page appears.
  4. On the Authorization tab, select the access level that you created from the SA Access drop-down list. Click Save.
    The Role Detail page appears. Verify that the Support Automation access is assigned to the role.
Manage Queues for the Live Assistance Environment
You use queues to route the assistance session requests to the most appropriate analyst. The end user can select a category, or can enter a description of their computer problem. When the ticket (such as an incident) is saved, it routes to the appropriate queue. Consider the following capabilities:
  • Set up several queues to sort and track different support requests, according to your business needs. To achieve this capability, you need to assign a queue to an issue and/or incident/ request area.
    For example, you map an issue category to a queue. Once mapped, and the customer selects the same category for a assistance request, he or she is routed to the appropriate queue.
    Similarly, you can map an incident/ request area to a queue. If the end-user has selected the same area, the related assistance session request is routed to this queue.
    If no category is defined to a queue, the assistance session request is routed to the default tenant queue. If the default tenant queue is missing, the default public queue is used.
  • You can activate or deactivate queues, specify tenant and analyst permissions.
  • Assign a default queue. After the initial product installation, the default queue is named as Support. You can assign only one default queue per tenant.
    If the default tenant queue is missing or unavailable, the default public queue is used.
  • Assign the hours of operation for your queues.
    You can manage queues that are based on the availability of users in your support environment. For example, you can enable Support Automation services during business hours.
    You can assign workshifts to both your Support Automation hours and individual live assistance queues. Different workshifts assigned to Support Automation hours and individual queues can cause conflicts for analysts and end users in your support environment.
  • Establish a session escalation process.
Follow these steps:
  1. Select Queues, Queue List from the Support Automation menu.
    The Queue List page appears.
  2. Click Create New.
  3. On the Create New Queue page, complete the fields. The following fields require explanation:
    • Default
      Specifies if this is the default queue. You can route end users to the default queue when their queries do not match the queues in your environment. You must have a default queue.
      You can configure only one default queue per tenant.
    • Status
      Specifies the status of the queue.
    • Default Chat Preset
      Specifies the default chat preset for the queue.
    • Queue Hours
      You can enable Support Automation for each queue for specific hours of the day, to accommodate the working hours of analysts.Use the following procedure:
      • Create a separate schedule for each queue and for all automated support services. 
        These settings do not limit self-service functions.
      • Define support hours for the Support Automation server by a global open or close status. An entry for each hour of the week indicates a difference from the global status of the server.
      • The server uses the first entry for each hour that is based on the rules you establish. 
        This action effectively merges the support hour definitions from the parent tenant (or public) settings. This action can have counter-intuitive results if a mix of ‘default-closed’ and ‘default-open’ is used in the hierarchy.
      You can set the hours of operation for each queue. The queues determine multi-tenancy, which is optional on the tenant. The queues are automatically filtered from the list page to the tenancy of the currently logged in user.
    • Issue Category
      Associate an issue category to this queue. When a customer selects the same category for an assistance request, he or she is routed to the appropriate queue.
    • Incident/Request Area
      Associate an incident/request area to this queue. When a customer selects the same area for an assistance request, he or she is routed to the appropriate queue.
    • Auto Transfer Users
      Select the check box to automatically transfers the users to another queue if this queue is not addressed within a specified time. You can specify the timeout (in seconds) and the target queue where the users will be transferred.
  4. Click Save.
    The queue is ready for use.
    You can deactivate a queue if it is no longer needed. Edit a queue and select Inactive from the Status drop-down list. You must have at least one queue active. If it is the only queue, you cannot make it inactive.
Manage Activity Notifications for the Live Assistance Environment
As a system administrator, you can modify how end users and analysts track and can receive notifications for activities. For example, a notification can be sent when an analyst ends an assistance session. You create email notifications to alert analysts when they get an assistance session request in their queue. Go to Administration, Notification, Activity Notifications and select a notification.
Select any of the following default notifications (as they are inactive), as appropriate to your environment:
  • Queue Entry Notification
    Notifies the analyst when an end user joins an assistance session queue and when the session is transferred to another queue.
  • Analyst Notification
    Notifies the analyst when end-user queue wait time expires. The event of expiration is recognized with a CA SDM Event conditional macro.
  • Invite End User to Assistance Session - Incident
    Notifies the end user when the analyst invites them to an incident or request assistance session.
  • Invite End User to Assistance Session - Issue
    Notifies the end user when the analyst invites them to an issue assistance session.
  • Session Ended Notification
    Notifies the system when the assistance session ends.
    : When Support Automation is used with an external system such as Star, System_SA_User is set to
    Session Ended Notification
    by default.
Create Chat Presets for the Live Assistance Environment
You can create common responses to frequently asked questions. Instead of repeatedly typing the same response, you can save a response and can reuse it in other chat sessions. These saved responses are named chat presets. You can send the presets to the end users at the beginning of each session automatically, such as a greeting. You can also automatically populate the presets with information specific to the current session, such as the analyst name.
You can use the following presets types in a live assistance session:
  • Chat Preset
    Identifies a commonly used text response to an end-user question.
  • URL Preset
    Identifies a commonly used URL that the end user can access.
You can localize each chat preset. The chat preset is synchronized with the end-user localization so that the end user receives correct localized presets. You can use predefined responses to commonly asked questions and situations.
Create a Chat Preset Group
You can manage chat presets responses into categories (groups).
Follow these steps:
  1. Select Tools, Chat Presets, Chat Preset Group List from the Support Automation menu.
    The Chat Preset Group List page appears.
  2. Click Create New.
    The Create New Chat Preset Group page appears.
  3. Complete the fields and click Save.
    The chat preset group is created.
  4. (Optional) Click Edit in List to modify the Chat Preset Group Localizations.
    The Localized Chat Preset Group List page appears.
Create a Text Preset
You can create a chat preset for commonly used text responses to end-user questions. When you save a response, you can use it in other chat sessions.
Follow these steps:
  1. Select Tools, Chat Presets, Text Preset List from the Support Automation menu.
    The Chat Text Presets List page appears.
  2. Click Create New.
    The Create New Chat Text Preset page appears.
  3. Complete the following fields:
    • Tenant
      Specifies the tenant.
    • Default Chat Preset for Session Join
      Select to define as the default Chat Preset for Session Join.
    • Text Preset Group
      Specifies the text preset group.
    • Text Preset Name
      Specifies the text preset name.
    • Preset Text
      Specifies the text of the preset.
    Click Save.
    The text chat preset is created.
  4. (Optional) Click Edit to modify the Localized Chat Text Preset List.
    The Update Chat Text Preset page appears.
  5. Click a localization link.
    The Chat Text Preset Localization Detail page appears.
  6. Click Edit.
    The Update Chat Text Preset Localization page appears.
  7. Enter the localized name and text and click Save.
    The localized text for the text chat preset is added.
Create a URL Preset
You can create a URL preset for a commonly used URL that the end user can access. When you save a URL, you can use it in other chat sessions.
Follow these steps:
  1. Select Tools, Chat Presets, URL Preset List from the Support Automation menu.
    The Chat URL Preset List page appears.
  2. Click Create New.
    The Create New Chat URL Preset page appears.
  3. Complete the following fields:
    • Tenant
      Specifies the tenant.
    • URL Preset Group
      Specifies the URL preset group.
    • URL Preset Name
      Specifies the URL preset name.
    • Preset URL
      Specifies the URL of the preset.
    • URL Title
      Title for the URL Preset.
    Click Save.
    The URL chat preset is created.
  4. (Optional) Click Edit to modify the Localized URL Chat Preset List.
    The Update Chat URL Preset appears.
  5. Click a localization link.
    The Chat URL Preset Localization Detail page appears.
  6. Click Edit.
    The Update Chat URL Preset Localization page appears.
  7. Enter the localized URL information and click Save.
    The localized URL preset is added.
Manage Automated Tasks for the Live Assistance Environment
HID_ManageAutomatedTasksfortheLiveAssistanceEnvironment
Install and configure the Automated Tasks Editor to manage the automated tasks that the Support Automation analysts use. The end user can launch an automated task from a knowledge document and the self-service interface. Whereas an analyst executes an automated task during an assistance session. The automated tasks provide analysts the detailed information about an end-user computer. You create self-service automated tasks that interact with the end user and process their input. These tasks can change the file system, registry, download install software, and so on.
Follow these steps:
  1. Install the Automated Tasks Editor.
    Use the following location and launch the installer on the installation media from the DVD:
    casd.nt\SAScriptWriter
    In your support environment, you can also copy and deploy the installer to the appropriate users. The Automated Task Editor is installed and creates a shortcut on your desktop.
  2. Double-click to open the Automated Tasks Editor.
  3. Click Tools, Server.
    The Server Configuration dialog appears.
  4. Enter your hostname and port.
  5. Enter the user name and password of a user with read or write access to the Automated Task Editor. For example, Support Automation Analyst.
  6. Click Test.
    The tool tries to access the Service Desk application using the webservices call. It also verifies whether the application exists and is able to access it using the credentials.
  7. Click OK.
    The automated tasks are created and uploaded to your server.
    You can upload public tasks or can assign them to specific tenants and subtenants.
    Only the roles from the Service Provider tenant can upload tasks and libraries to the server. The roles must have the Update Public flag enabled. All task library content and static content are stored as public data.
The setup is completed and analysts can use this setup to help the users. Support Automation analysts monitor and manage multiple end-user requests in the live assistance sessions. Analysts use Support Automation tools to interact with end users and provide the live assistance. Analysts access the interface from a CA SDM ticket or the Support Automation tab and initiate a session.