ServiceNow Express and Bomgar Remote Support Integration Use Cases

Service desks and customer support organizations using ServiceNow Express can integrate with Bomgar RS to improve service levels, centralize support processes, and strengthen compliance. Below is a list of use cases that are addressed by the Bomgar RS and ServiceNow Express integration.

Generate Session Key

Technicians can generate a session key from within an incident, which is sent to the customer to initiate a support session.

 

Jump To Configuration Item

Technicians can leverage Bomgar Jump Technology by accessing an incident's configuration item. The name of the configuration item is used to locate a Jump Client associated with the Bomgar Appliance.

 

Jump To Search

Technicians can leverage Bomgar Jump Technology by entering the name of a Jump Client associated with the Bomgar Appliance. The entered name is used as the search string to locate a Jump Client associated with the Bomgar Appliance.

 

 

Customer Initiated Chat

Customers can open incidents for which they are assigned as the caller, and request a support session with a technician by clicking the Get Support Now button.

This functionality allows customers an expedient path to resolution while also providing the technician with the necessary context to effectively assist the customer.

If the technician deems it necessary, sessions, which are started quickly using Bomgar's click-to-chat functionality, can be elevated to full support sessions