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As an Analyst, you can initiate chat with end users using Skype for Business for faster ticket resolution. You can start a conversation with the Requester or the Requested For users on a ticket if they are available (online). In this article, we explain the process to sign in/sign out, audio/video calling, and other features using Skype for Business from Cloud Intelligent Service Management (CSM).
Watch the video below to see how to use the Skype for Business integration.
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Sign in/Sign out
- Log in to CSM Intelligent Service Management as an analyst (Named or Concurrent licensed user).
- Navigate to WORKSPACES> Ticket Center
- In the Ticket Center, open the required ticket which you want to resolve.
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