GoToAssist Integration Package For Remedy Easily Add Remote-support .

P R O D U C TO V E R V I E WGoToAssist Integration Package for RemedyEasily add remote-support capabilities to yourRemedy AR SystemCitrix GoToAssist is the industry-leading remote-supportsolution that rapidly lowers support costs, improvesproductivity and increases customer satisfaction.By combining GoToAssist functionality with your existing BMCRemedy Action Request System , you can decrease calltimes, increase first-call resolution, minimize costly on-sitevisits and dramatically improve overall customer satisfaction.

GoToAssist Transforms Technical Support into Competitive AdvantageWith millions of remote-support sessions hosted annually, the GoToAssist managed service enableshelp desks and contact centers to provide world-class support and dramatically improve incidenthandling capacity.GoToAssist is purpose-built for support. GoToAssist’s incident-diagnosis, resolution and survey tools,reporting functionality and integration services contribute to bottom-line benefits and are based onindustry best practices. GoToAssist is consistently chosen by customers due to a faster time to connectwith end users, faster time to resolve support incidents and overall ease of use.R A P I D ROIGoToAssist enables organizations of all sizes to achieve a rapid return on investment (ROI), often withinweeks. The GoToAssist service includes free access to our Best Practices Resource Center and team ofexperts who work with you to help you deploy your remote-support solution, carefully measure ROI andstrategically optimize results, which is why our customers consistently report: Increased first-call resolution rates by as much as 70 percent Reduced overall incident-handling times by up to 95 percent for more complex cases Lower total call volumes due to fewer repeat calls Thousands of dollars saved in travel costs Customer satisfaction consistently in the 90 percent or higher rangeI N D U S T RY -L E A D I N G Q U A L I T Y O F S E R V I C ESimply put, GoToAssist provides the best overall customer experience delivered on demand through asecure network of five data centers worldwide. No hardware or software is required, so yourorganization can be up and running in days. The GoToAssist advantage is comprised of the following: Easy to Connect—GoToAssist works over dial-up and broadband, even in IT lockdown environments. Fast into Session—GoToAssist’s thin-client download is 50 to 75 percent smaller than other similarsolutions. In-Session Speed—Instant screen refresh is due to patented data-compression and shortest-pathrouting algorithms.“We added GoToAssist to ourset of services and havebeen extremely happy withthe positive feedback fromour customers.”— Jim Moore, Vice President of Customer Supportand Information Services, Sage Software, Inc. Persistent Connections—Patented session-brokering and session-maintenance technology and afully redundant global network ensure uninterrupted sessions.B E S T - I N -C L A S S S E C U R I T YGoToAssist provides a highly secure connection with end-to-end, government-approved, 128-bitAdvanced Encryption Standard (AES) encryption. In addition, GoToAssist includes best practices securitymeasures, including permission-based support modes, unique session logins and the recording andstorage of all remote-support sessions, end-user data and chat logs.M E A S U R E -Y O U R -S U C C E S S R E P O RT I N GHelp desks and contact centers are often tasked with achieving higher customer-satisfaction targetsrelated to higher revenue and lower costs to business-line managers. GoToAssist addresses this needfor reliable customer-satisfaction statistics by instantly capturing end-user feedback through postsession surveys and incorporating business-driven reporting.2

K E Y F E AT U R E SSESSION RECORDINGM U LT I P L E C O N N E C T I O N M E T H O D SSession recordings can be used for evaluation, training and archivalpurposes, enabling compliance with governmental and industryregulations such as the Gramm-Leach-Bliley (GLB) Act, the HealthInsurance Portability and Accountability Act (HIPAA) and Sarbanes-Oxley.Web Mode: Empower your end users to quickly and easily requestsupport from the Web or your product interface to facilitate a fast,easy transition from self-service to assisted service.Phone Mode: Rapidly invite an end user already on the phone to aremote-support session. Phone Mode provides the option formultiple simultaneous remote-support sessions.C U S TO M E R A N D R E P R E S E N TAT I V E S U R V E YSSurvey customers and representatives immediately following asession to gather actionable feedback and measure ROI.H E L P A L E RT A U TO M AT I C R O U T I N G T E C H N O L O G YMANAGEMENT CENTERRapidly route end-user inquiries to the appropriate supportdepartment or representative and easily determine which level ofsupport to deliver.Monitor, measure and evaluate team, subteam and individualrepresentative metrics, chat session logs and real-time reports.C H AT L I N K Monitor incoming queries and teams, subteams or representativesat a glance in real time through your personalized dashboard toensure team performance goals are being met.Representatives can engage in up to 8 simultaneous chat sessionswith end users or other representatives to resolve calls quickly. Addpre-scripted messages or URLs to reduce response time forfrequently asked questions.2-W AY D E S K TO P V I E W O R C O N T R O LThe representative can view or share control of the end user’s desktop– or vice versa – even in multi-monitor desktop environments.M A N A G E R ’ S D A S H B OA R DE X T E N S I V E I N T E G R AT I O NGoToAssist enables easy integration with your support Web site, aswell as leading service-desk applications, such as CRM, knowledgebase, ACD or other applications.Easily Integrate GoToAssist with RemedyR E M OT E D I A G N O S T I C SCollect system information, including operating system details; totaland available memory; applications and services currently running;and more — with just one click. Customize to include versiondetails for specific applications, key information from the registryand the contents of specific text files.FILE TRANSFERInstantly exchange files, folders or a combination of files andfolders to apply patches or send URLs and updates to the end useror receive log files from the end user.R E B O OT /R E C O N N E C TRestart the end user’s system and automatically reconnect to thesupport session in progress.W H I T E B OA R DA representative or end user can draw, highlight or type on eachother’s screens to show exactly where the problem is or explainhow to resolve the issue.SESSION TRANSFERBy combining the industry-leading GoToAssist remote-supportfunctionality with your existing BMC Remedy Action RequestSystem, you can drastically reduce call times by providing faster,more accurate problem diagnosis and resolution.With the GoToAssist Integration Package for Remedy, supportrepresentatives can launch new GoToAssist remote-supportsessions directly from within Remedy AR System tickets or start anew ticket upon responding to an incoming GoToAssist remotesupport request. GoToAssist session information can be stored inAR System forms – in real time, on demand or on a scheduledbasis – and linked to the underlying support ticket.The GoToAssist Integration Package provides a single source forviewing recorded support sessions. From the support ticket,managers can drill down to replay sessions, view chat transcriptsand analyze remote diagnostics captured during the session for amore complete understanding of the entire support experience.This out-of-box integration supports Remedy Help Desk, RemedyCustomer Support or any AR System application, enabling you toquickly deploy a seamless remote-support solution.A representative can seamlessly transfer a session directly toanother representative or to an entire support team for fasterresolution and to reduce the need to schedule callbacks.3

How it worksL A U N C H R E M OT E -S U P P O RT S E S S I O N S D I R E C T LY F R O M R E M E DYWith a single login to the AR System via the Remedy User client, representatives can simultaneously log in to GoToAssist HelpAlert and begin monitoringthe support queue for Web-initiated support sessions or create connection codes for phone-initiated support sessions.W E B -I N I T I AT E D S U P P O RT S E S S I O N SIn GoToAssist Web Mode, the end user can request assistance anytime via a SmartButton or SmartBox strategically placed on your support Web site. Therequest is picked up by a support representative via the HelpAlert support queue. When a representative accepts an incoming request for assistance, a new ARSystem support ticket is automatically created and instantly displays the end user’s information captured by GoToAssist. Representatives can then launch a screensharing session with the end user to diagnose and resolve issues faster, all within their Remedy AR System applications.Step 1:Step 2:Step 3:Step 1: Through a customized GoToAssist Web portal, theend user submits a support request.Step 2: A GoToAssist HelpAlert pop-up messagealerts the representative that the end user’s supportrequest is in the queue.Step 3: When the representative accepts the query,a new AR System support ticket is automatically created.P H O N E -I N I T I AT E D S U P P O RT S E S S I O N SIn GoToAssist Phone Mode, a representative already engaged in a phone-support session with the end user can seamlessly generate a uniqueGoToAssist connection code directly from within an AR System support ticket and then email the URL link or direct the end user to the support Web sitewhere the code is entered, instantly initiating a GoToAssist screen-sharing session.Step 1:Step 2:Step 3:Step 1: A representative engaged in a phone-support sessionwith the end user can easily escalate to a GoToAssist screensharing session right from the AR System support ticket.Step 2: To initiate a GoToAssist screen-sharingsession, the representative simply generates aunique GoToAssist connection code and provides itto the end user, along with the Web-site URL, bygenerating an email with the click of a button.Step 3: The representative then directs the end userto the Web site where the code is entered.4

G A I N A H O L I S T I C V I E W O F T H E E N T I R E S U P P O RT E X P E R I E N C EManagers can quickly and easily analyze the complete support process by viewing the GoToAssist session data stored in the Remedy AR System. The ARSystem application’s unique ticket ID can also be associated with the GoToAssist Session ID so that managers can review and replay GoToAssist sessionrecordings directly from AR System support tickets. Further reporting and analysis of support sessions can be initiated using the Remedy AR Systeminterface and reporting tools.M A I N TA I N H I S TO R I C A L S E S S I O N D ATA TO S AT I S F Y R E G U L ATO RY R E Q U I R E M E N T SAll GoToAssist remote-session data, such as Web-site entries, session times or information about the representative, can be captured and stored inRemedy AR System forms. The forms can also maintain session data, including customer-survey results, resolution statistics, chat transcripts, remotediagnostics and screen-sharing files. This capability enables you to satisfy regulatory compliance requirements such as HIPAA, GLB and Sarbanes-Oxleyby storing and protecting the data within the Remedy AR server or within a separate local directory.Session Tab Displays Call Duration,Resolution Status and Customerand Representative FeedbackRequest Tab Displays SupportQuestion, RepresentativeInformation and Response TimeReview Tab Displays ChatTranscript, Remote Diagnosticsand Session Recording PlayerSession Recordings5