Bomgar Guidelines

Owned by Michael Loranc
Sept 12, 2014
1 min read

Table of Contents:

Guidelines for Bomgar usage

  • If you think the call can be resolved in 5 to10 minutes without Bomgar you are better off not using it.
  • Currently Bomgar is implemented as a visual aid or to provide better guidance to a customer and not to be used for remote control.
  • If the customer is not comfortable with joining a session, we are more than happy to accommodate them without using the tool.
  • Capture all written chat text and include in the ServiceNow worklog. If you are also on the phone capture important information just as you would on any standard call.
  • Capture any relevant system information and copy to worklog (browser, OS, mail application versions)

Advising the customer

The customer may ask about the terms they agree to before the session starts. Inform them that sessions are recorded for quality assurance. Also, that the representative will be able to view and control their machine with their permission. You may also note that other UC Davis IT Representatives may need to be invited to resolve the issue or for administrator escalation.