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Cherwell/TeamViewer Integration Summary
The remote troubleshooting experience is improved by optimizing communication between users and call center staff when using TeamViewer within the Cherwell environment. Remote control has been proven to increase efficiency of service desks and improve customer satisfaction significantly as you address issues on the spot wherever you are.
With the TeamViewer mApp, you can easily create service cases and provide remote support right from your CSM Desktop or Browser client.
- Create and join a support session directly from the CSM Incident Console
- Remotely control the customer’s device
- Share session information with the supported party via email
- Customer can join the session with a simple click
- All connections are fully encrypted end to end
TeamViewer supports all major Operating Systems including Windows, OSX, Linux, Android, iOS, BlackBerry and others meaning that support teams can reach their customers wherever they are.
Here’s how TeamViewer’s / Cherwell integration works:
The TeamViewer integration is offered as an mApp™ (mergeable Application) so that it can be easily incorporated to the company’s CSM system.
Customers will first need to purchase a TeamViewer Premium or Corporate license from https://www.teamviewer.com/pricing/. The license will then need to be activated to a TeamViewer account at http://login.teamviewer.com.
Following the successful registration support teams will need to create a company profile on TeamViewer Management Console and input the Client ID and Client Secret on the CSM Settings.
The configuration can then be completed by adding a One-Step action, create a Blueprint and publish it in the CSM desktop or Browser client.
You will need to login with your TeamViewer account in order to be able to use the TeamViewer service and make remote control connections.