You need to implement a solution to meet the IM requirements for the help desk users. What should you do?

A Service Manager workflow automates process steps based on triggers but does not provide real-time IM presence or communication capabilities for help desk users.

Unified Communications Managed API 3.0 Runtime is a developer SDK used to build custom Lync-enabled applications; it is not required for enabling IM presence in the Service Manager console.

Creating an IM channel is a configuration concept but is not a valid standalone action in Service Manager that would enable Lync-based instant messaging for analysts.

Service Manager 2012 supports Lync presence integration, which displays analyst and user availability status inside the console and allows help desk staff to initiate instant message sessions directly from work items. This integration requires the Lync 2010 client to be installed on the same machine running the Service Manager console so the client libraries are available to the application. Without the Lync client installed, the Service Manager console cannot surface presence information or launch IM sessions.