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Mit Runbooks pro Kunde steht es jedem Fall zur Verfügung, und der Techniker bekommt nur noch die Fälle, die wirklich ihn brauchen. Wie das aussieht: ",{"type":526,"url":86,"children":564},[565],{"type":261,"text":566},"Systemhäuser",{"type":261,"text":532},{"type":268,"level":29,"children":569},[570],{"type":261,"text":571},"Und wenn schon ein Bot im Einsatz ist?",{"type":258,"children":573},[574,576,581],{"type":261,"text":575},"Dann muss er nicht weg. SuperSupport arbeitet mit anderen Agenten zusammen: Ein vorhandener Bot im Servicedesk oder an der Hotline kann den SuperSupport-Agenten auf dem betroffenen PC fragen, was los ist, und das Runbook dort anstoßen lassen. Mehr dazu in ",{"type":526,"url":577,"children":578},"\u002Fblog\u002Fki-chatbot-it-support-scheitert",[579],{"type":261,"text":580},"KI-Chatbot im IT-Support: Warum Ticket-Bots scheitern",{"type":261,"text":532},{"type":268,"level":29,"children":583},[584],{"type":261,"text":585},"Selbst ausprobieren",{"type":258,"children":587},[588,590,594,596,599],{"type":261,"text":589},"Nimm das Programm, bei dem eure IT am häufigsten „kurz schauen“ muss, und schreib das Vorgehen einmal auf. 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Das Wissen steckt bei der eigenen IT oder beim Systemhaus. Ein Runbook macht es für den 1st Level nutzbar.",{"type":268,"level":4,"children":663},[664],{"type":261,"text":665},"Wie arbeitet SuperSupport mit Runbooks?",{"type":258,"children":667},[668],{"type":261,"text":669},"Die IT legt in SuperSupport fest, wie die Software geprüft und repariert wird. Meldet ein Mitarbeiter ein Problem, geht der Agent diese Schritte am Windows- oder Mac-Gerät durch, holt nötige Freigaben ein und prüft am Ende, ob das Programm wieder läuft. Jeder Durchlauf ist im Fall dokumentiert.",{"type":268,"level":4,"children":671},[672],{"type":261,"text":673},"Kann der Agent ein Runbook eigenmächtig ändern?",{"type":258,"children":675},[676],{"type":261,"text":677},"Nein. Der Ablauf gehört der IT. Der Agent hält sich an die freigegebenen Schritte und legt Korrekturen, die eine Freigabe brauchen, der IT vor.",{"type":268,"level":4,"children":679},[680],{"type":261,"text":681},"Lohnt sich das auch für Systemhäuser?",{"type":258,"children":683},[684],{"type":261,"text":685},"Ja, gerade dort. Ein Systemhaus betreut dieselbe Branchensoftware oft bei vielen Kunden. 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