ServiceNow-Support Essentials

古城微笑少年丶 2022-10-11 12:20 166阅读 0赞

# Support Essentials #

**Learn the Connect Support essentials to stay on top of your help desk duties.**

## Common Connect Support Actions ##

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**A. Support menu** \- Provides support chat actions, such as **Escalate**, **Transfer**, and **Create Incident**.

**B. Comments and work notes** \- Switch between posting messages as customer-facing comments and internal work notes. Work notes are perfect for tracking research on an issue before you are ready to communicate with the customer.

**C. Attach file** \- Attach and send a file. You can also add an attachment by dragging and dropping it directly in the conversation. In Chrome browsers, you can paste an image in a conversation.

**D. End session** \- Stops the case timer and ends the session. The case remains in your list until you remove it.

## Transferring or Escalating a Case ##

![watermark_type_ZmFuZ3poZW5naGVpdGk_shadow_10_text_aHR0cHM6Ly9ibG9nLmNzZG4ubmV0L2xudmpw_size_16_color_FFFFFF_t_70 1][]

**A. Initiate a case transfer** \- Begin the process of transferring a case to a different agent.

**B. Transfer to an agent** \- Choose the agent you want to transfer the case to. Be sure to choose someone who is online, which is indicated by a green dot on their avatar. You will have the option to perform a warm or cold transfer when the agent accepts the transfer.

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**C. Cancel a transfer** \- Cancel a case transfer at any time before the agent accepts it.

**D. Accept or decline a transfer** \- Accept or decline an incoming support transfer.

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**E. Choose between a warm or cold transfer** \- Click **Stay** to perform a warm transfer and remain in the conversation after the transfer completes. This option is ideal, as it enables you to provide the new agent with relevant details. Click **Leave** to perform a cold transfer and exit the conversation.

## Searching the Knowledge Base and Sharing Solutions ##

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**A. Knowledge base** \- Search the knowledge base for solutions. Drag and drop an article title in the conversation to share the article instantly.

## Creating an Incident from a Support Case ##

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1.  Click the support menu icon and select **Create Incident**.
2.  In the Document panel that appears, fill out the Incident form and click **Submit**. A link to the new incident appears in the conversation. The conversation history is preserved as comments and work notes in the incident activity stream.

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