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SCSM 2016

Skype or Lync

Instant Chat is powerful. If a User is busy, but has an IT issue, they will still allow you on their computer to help.

If you call the user on their cell / mobile phone, they most likely will not answer (caller unidentified). However, if you instant message, they will allow you on their Computer. This basic feature helps fix User perception of the Service Desk “not caring”.







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