Frame the issue.
Capture what the person experienced, then review the relevant device context.
Handoff: symptom + observations“Can we get
on the same page?”
Help the person. Understand the device. Make a considered change. See how the same evidence connects the work of service desk, endpoint and workplace teams.
Find your workflowFOR SERVICE DESK
Work through the issue with the device.
Open the Agent Workspace and describe the problem. Inspect the device’s checks, ask follow-up questions and review any held command before deciding whether it should run.
ILLUSTRATIVE WORKFLOWFictional evidence · no live device connection
THE QUESTION
“My laptop freezes whenever I join a call.”
Support request · sample device LON-042
01 / Memory pressureElevated
Observed during the reported period
02 / Application stability3 recorded crashes
In the last 24 hours
03 / Network evidenceInconclusive
More observations needed
WHAT THE EVIDENCE SUGGESTS
Memory contention is a candidate explanation—not yet a confirmed cause.
THE CONTROLLED NEXT STEP
Ask the device to investigate the resource pressure, then inspect the next check in the workspace.
No device change is authorized by this finding.
A useful handoff contains
- 01The reported symptom and time
- 02Relevant device observations
- 03Uncertainty and the next diagnostic check
FEWER GAPS BETWEEN TEAMSKeep the context.
Keep the context.
Make the handoff clearer.
A question, a device observation and an approved action are different things. Rapport helps teams connect them without losing the distinction.
Control the change.
Choose a supported action, target scope and the approval path it requires.
Handoff: decision + execution recordCheck the experience.
Look at the evidence that follows. Decide whether to investigate further or widen the pilot.
Handoff: follow-up evidence + next stepONE OPERATING MODELUseful to each team.
Useful to each team.
Accountable to your policy.
Access is scoped.
Tenant membership, role boundaries and sensitive-action verification govern who can do what.
A recommendation is not permission.
Device changes still follow the enabled policy, command permissions and applicable approvals.
Adoption is your decision.
Review an eligible agent release, explicitly opt into automatic adoption or hold future attempts.
START WITH A REAL QUESTIONBring one workflow.
Bring one workflow.
Build a focused pilot.
Rapport is in beta and pilot evaluation. Agree the devices, people, controls and evidence that would make the evaluation useful to your team.