After you are able to access a customer's computer and view the system information, you can determine what is to be done. You can create or run a script during a session if you recognize what the issue is.
- View a Customer's System Information
- View a List of Available Scripts
- Create and Publish a Custom Script
- Modify or Delete a Custom Script
- Run a Custom Script During a Session
- Save and Print Information About a Customer's Computer
- Logging on to a Customer's Computer as a Different User Overview
- Log on to a Customer's Computer as a Different User
- Restart a Customer's Computer
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.
Once you display information about a customer's computer, you can either print it or save it to a file.
View a List of Available Scripts
A custom script is a script that you or another CSR can create to run on a customer's computer. Such a script, once created, is often useful in other support sessions.
You can create such frequently used scripts and then store them in the Custom Scripts Library for selection and upload, as required, during a support session.
|1||Sign in to your Webex Support site.|
|2||On the left navigation bar, select Scripts Library.
You can create, modify, publish, or delete customer scripts from the Custom Scripts Library. Select any column heading to sort the scripts.
Create and Publish a Custom Script
Modify or Delete a Custom Script
|1||Log in to your Webex Support site.|
|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
While you are in a session with a customer, you can upload and execute one or more custom scripts on your customer's computer to quickly evaluate and resolve problems.
Save and Print Information About a Customer's Computer
If you view information about a customer's computer, you can either:
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.
|1||Display information about the customer's computer.
For instructions, see View a Customer's System Information.
|2||In the System Information window, do one of the following:|
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.
Logging on as a different user temporarily logs the customer off the computer. For Windows 7 and Vista users, all applications that were running on the customer's computer is closed.
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.