View a Customer's System Information
During a support session, with the customer's permission, you can view detailed information about your customer's computer. This information can help you to diagnose and repair the customer's computer. If you or your customer change the system, you can restart the customer's computer remotely, and then view the changes to the system information.
|1||Do one of the following:|
|2||(Optional) In the list on the left, select a category to view a panel that contains the corresponding information.|
|3||(Optional) To view the latest system information, select Refresh.|
View a List of Available Scripts
Create and Publish a Custom Script
Modify or Delete a Custom Script
|1||Log in to your Support Center website.|
|2||On the left navigation bar, select Scripts Library.|
|3||Under the Actions column, select Edit or Delete.|
Run a Custom Script During a Session
|1||On the CSR console menu, choose .|
|2||Use the Move Up or Move Down keys to order scripts.|
|3||Select Run Scripts. |
Scripts are run in temporary folders. Nothing remains on the customer’s computer once the script execution is complete.
Save and Print Information About a Customer's Computer
Save the information to a text file (.txt).
Print the information on a printer connected to your computer.
Support Manager displays categories of information about a customer's computer on separate panels. However, the saved file or printout includes the system information in all the categories. You need not save or print each category of information individually.
Logging on to a Customer's Computer as a Different User Overview
During a support session, you can log on to a customer's computer as another user. For example, you may want to log on to the computer using an administrator account so you can perform more activities on the computer. If the customer's computer is attached to an internal network, log on using an account on that network.
You can log off the customer's computer at any time during the session, and automatically log the customer back on the computer. If you are logged on to the customer's computer when you end the session, Support Manager automatically logs the customer back on to their computer.
Log on to a Customer's Computer as a Different User
Restart a Customer's Computer
During a support session, you can restart a customer's computer remotely. Once the customer's computer restarts, the customer can rejoin the support session automatically, without having to provide the session number or other information.