Use Cases for the Microsoft Dynamics CRM Integration with Bomgar Remote Support

Generate Session Key

Generate Session Key

Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected case.

 

Import Bomgar Session Data into Ticket

Session Associated View

Bomgar Session: Information

Bomgar Event: Customer Exit Survey

Once the session ends, the case is automatically updated with information gathered during the session including:

  • General Information
  • Chat Transcript (including files transferred, special actions, and other events)
  • Session Events
  • System Information (General section)
  • Session Notes
  • Surveys (customer and representative)