Having the possibility of an AI chat specialized in LanGuard to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS (Autonomous Troubleshooting and Logistics Assistant System) cannot solve an issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS, we recommend you follow some basic "best practices":
1. Do not ask for an agent or a ticket without letting ATLAS try to solve the issue.
ATLAS is trained to identify and resolve most common and some complex issues using the entire repository of knowledge base articles and some hints from past cases. Ensure that you take advantage of this resource to narrow down your troubleshooting options. Do not start the chat by asking for a ticket or a support representative.
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✅ "My agent installation is stuck in the pending state forever" ❌ "Human please" ❌ "Open a ticket" |
2. Describe the problem in detail while remaining concise. Omit any extraneous details.
This is similar to what you would do when raising a ticket and describing the problem. If multiple sentences are needed, be sure not to press enter to start a new paragraph, as the enter keystroke submits your query. There is no need to start with a greeting - simply provide the problem description to ATLAS. It will prompt you if it requires more information.
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✅ "My agent fails to install with WMI RPC Server unavailable error" ❌ "Agent issue" |
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✅ "Agent installation fails on multiple machines, says the computer offline" ❌ "Agent installation failing since 2:00 PM today on 2 Windows Server 2012 and 3 Windows 10 machines, asked our IT support to look at it" |
3. Always review the related articles suggested by ATLAS.
Even if you are transferred to a support agent via chat, the agent will use the knowledge base as the first resource to attempt to assist you.
4. If you are offered buttons, use them.
5. Do not ask ATLAS to update you with a ticket's status or make updates for a ticket.
You can check the status directly by:
1. Logging in.
You can then update the ticket if needed. ATLAS will not handle queries to update/review existing tickets.
6. Don't panic!
We know that ATLAS is not perfect, and we are 100% dedicated to improving it. If ATLAS is unable to help you, and you confirm with the buttons shown above that the solutions provided didn't help. It will eventually transfer you to an agent or create a ticket on your behalf.