You can start a Remote Support session to interact with your customer. Remote Support sessions provide an opportunity for customers to resolve product issues.
Start a Support Session
Clear the Email check box if you want to wait until later to send an invitation to either a customer or another support representative. When the check box is selected, a new email message window automatically appears on your screen once the session starts.
If you are using the CSR dashboard, keep the Remote Support page open throughout the support session. If you close it, or open another web page in the browser window in which it appears, the session ends.
Invite a Customer or Another Support Representative to a Support Session
This topic describes how to invite a customer or support representative to a session by using email.
|1||Do one of the following:|
|2||Select Customer or Support representative.|
|3||Type the email address of the recipient in the text box.|
|4||(Optional) Make sure that Send using my own email program is checked.
When selected, this option:
Attend to Multiple Customers in a Single Support Session
Managing a Single Support Session
You can attend to multiple customers in a single support session, or in multiple support sessions. Your site and your site privileges determine the option to manage multiple remote sessions. Your system administrator sets the maximum number of customers you can assist simultaneously.
Once you switch to a different customer, all current sharing activities end automatically. For example, if you are sharing your application or desktop, or viewing a customer's application or desktop, the sharing window automatically closes.
Assist Another Support Representative
Ensure that the support representative who is currently controlling the support session provides you with the session number for the session.
|1||To join a support session from your Support Center website, log in to your Support Center website.|
|2||On the navigation bar, expand Provide Support, and then select Assist Session.|
|3||Type the Support Session number in the text box, and then select Join.|
Transfer Control of a Support Session
Once you transfer a session, you can remain in the session to observe application and desktop sharing, participate in a chat, and view video. At any time, the support representative to whom you transferred the session can transfer the session back to you.
|1||Do one of the following: |
|2||Select the support representative's name in the list.
The support representative now controls the support session. The control session functions now become unavailable to you unless the support representative transfers control of the session back to you.
|3||(Optional) You can transfer and relinquish the session to a WebACD agent or queue. This option is available only if you are a WebACD agent.|
Transfer a Session to a WebACD Agent or Queue
|1||Do one of the following:|
|2||Do one of the following:|
|3||(Optional) Type a personal message to an agent or to all available agents in a queue. The message can be up to 345 characters long.|