BeyondTrust - Secure Remote Access and Privileged Access Management
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Create Intuitive Customer Support Interactions

BeyondTrust + ServiceNow CSM is a partnership designed to consolidate remote support tech and streamline incident resolution workflows, enabling organizations to create "one-stop-shop" experiences for customers, increase visibility into operational processes, speed up communications and reporting, and meet today’s compliance requirements with ease.

Core CSM Integration Benefits Include:

Collaboration

Increase Rep Productivity

Technicians can launch remote support sessions from open tickets in ServiceNow CSM and append notes to the ticket.
Remote Access 1

Streamline Customer Service

Make it easy for teams to access desktops, servers, and systems quickly and securely, for any operating system.
Compliance

Ease Compliance Processes

Quickly retrieve session details and associated tickets or change requests to prove compliance with ease.

Remote Support & ServiceNow CSM

BeyondTrust Remote Support gives customer service reps more tools to resolve support incidents quickly and effectively, leading to a better overall customer experience.

Initiate remote support sessions directly from a ServiceNow incident or change record and leverage Remote Support features to improve first-call resolution (FCR) rates. Launch a Remote Support session from an open ticket in ServiceNow. Session details, such as chat transcripts and notes, are automatically appended to the ticket.

Control

Initiate Sessions Within CSM

Generate session key from within a case to initiate support sessions with the customer. Session data and chat dialogue are automatically imported into CSM.
Remote Access

Single-Click Support Sessions

Enable single-click support sessions that can be initiated by end-users via the ServiceNow self-service portal.
Checklist

Simplified Record Access

Save time by accessing ServiceNow records directly from the Remote Support Rep Console to review issues, history, or other context to quickly resolve issues.
Solution

Automatic Incident Updates

Automatically update ServiceNow incidents and change requests with details from each Remote Support session.