Operator chat assistance - Genetec™ Advantage

Certification is not required to use this chat. Because the scope of this chat is limited to basic questions about Security Desk operation, any configuration, troubleshooting, or advanced support questions are escalated, and go through the formal support process.

• Available for Standard, Professional, Enterprise, and Security Center SaaS systems.
• Embedded in the Genetec University (Advantage Experience) and available to any operator who is signed up on Genetec University (Advantage Experience).
• No certification training is required to access operator chat assistance.
• Chat assistance should be used for general inquiries about how to use Security Desk. It should not be used for troubleshooting, configuration, or IT issues. Issues that cannot be resolved through chat assistance should be directed to the appropriate support channel.
  NOTE: Questions about Config Tool, licensing, or servers are not covered in the basic support offered by operator chat assistance. For example, asking about how to fix a camera or server that is down, or a door not responding would be escalated, and go through our formal support process.

The following are examples of basic inquiries suitable for chat assistance:

• How do you create a hot action?

  An operator must create a hot action that automatically plays an alarm sound and locks a door in a certain incident. They know that it is possible with some automation and ask about it on the chat. They are informed about hot actions with a link to a video.

• How do you modify access rules?

  After creating a card for a visitor, an operator must provide temporary access to a cardholder for a particular area, and they ask about modifying access rules.

• How can you configure dashboards?

  An operator creates a view in Security Desk, using a dashboard, where a site map, camera, door, and some analytics are placed in a single Monitoring task. They ask how to customize the refresh rate of the dashboard to get updated analytics.