Enable chat support for Line of Business (LOB) departments

This feature allows for chat functionality customized to different LOB departments. For example, it can route Workday-related conversations to the HR team or payroll-related queries to the Finance team. Users can link LOB departments and corresponding knowledge to skilled Service Desk Analysts, ensuring chat requests are directed to analysts best able to help.

Once LOB requests are created, analysts can be assigned accordingly. This setup optimizes resource allocation, enhancing user experience by directing requests to personnel based on expertise and departmental responsibilities.

If no LOB is displayed, users are directed to a generic IT Analyst.

To enable chat conversation:

1. Log into Neurons for ITSM as an Administrator.

2. Open the Chat Analyst LOB Mapping workspace.

3. Choose a department to enable targeted chat expertise (IT, HR, Facilities, Security). When enabled, the department option appears in a user's chat window).

   Chat functionality is enabled for IT by default. You can enable it for other departments depending on your organization's needs/capacity. A user's chat interface will show availability departments according to these settings.

   Link and unlink an LOB chat analyst

   Use the Link and Unlink options to assign and remove employees designated as Chat Analysts for LOB.

   To link/unlink an LOB chat analyst:

   1. Log into Neurons for ITSM as an Administrator.

   2. Open the Chat Analyst LOB Mapping workspace. Double-click the department for which you want to add/remove analysts.

   • To link an employee, select Link and choose a name.

   • To unlink an employee, choose a name and select Unlink.