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Service portal users can initiate a chat conversation from any page of the portal.
Click the chat icon on the bottom right of your screen, and then type your inquiry.
To convert the complete chat conversation into an incident record allows the service desk to keep working toward a solution. This is beneficial when the issue cannot be resolved during the chat session.
Factors to consider:
Each chat provides a Create Incident button.
The chat conversation appears in the description text of the newly created incident.
After an incident is created through conversion, the incident number appears and a button links you directly to the new incident.
For reporting metrics, the incident origin is designated as Chat. (This aids management in analysis of the effectiveness of chat vs. other engagement channels.)
If you close the chat before you create an incident, SWSD asks if you would like to create an incident when you close the chat session.