Remote control can save a support technician hours of time, but sometimes even remote control is not the best option.
For many troubleshooting tasks, the rep may need to access the command line for network troubleshooting, system diagnosis or to connect to an adjacent network device.
To an experienced support technician, the graphic user interface is often an obstacle to getting things done. BeyondTrust puts the technician at the command line, without having to open a screen sharing session.
The support rep can dig in and diagnose the problem without having to go through the extra steps required with the GUI.
With BeyondTrust’s command shell interface, reps can perform many diagnostic tasks more readily than through screen sharing. In addition, for some troubleshooting tasks, access to the command line is an absolute requirement.
When a rep is working in BeyondTrust, previously written scripts are available in a drop-down menu. When you select a script to run, you will receive a prompt with a brief description of the script. When you click yes, the script will run in the active command shell interface. You and your team can create and share any number of scripts that can be used across platforms to automate troubleshooting tasks.
Supporting Users on Slow Connections
Another instance where BeyondTrust’s command shell interface is a better option than screen sharing is when supporting a user on a very low bandwidth connection. Since command line troubleshooting sends and receives only a fraction of the data of a full screen sharing session, you can work at full speed from the command line even with only a dial-up connection to the user.
Sometimes a support rep needs to access a network device that only runs from the command shell. For instance, an ISP support rep might remote into a customer’s computer and realize there’s a problem with the cable modem or router.
With Shell Jump, the rep can SSH or Telnet into the customer’s modem or router to diagnose the problem.