The core of remote support is seeing and controlling the end-user's computer as if you are in the room. BeyondTrust enables you to not only see your customer's screen, but to fully interact with the remote system as if it were on your desk, including viewing multiple monitors and accessing specific applications for nearly any computing platform.
The remote end-user has the option of allowing a support technician to View or Control his computer. If the end-user selects View, the technician can see the remote desktop and chat with the end-user, but is unable to perform other actions.
If the end-user selects Control, the technician can work on the remote desktop as if it were a local system. The end-user always retains overriding control of the computer and can exit the support session at any time.
How much support time do you waste waiting for a remote desktop to reboot or watching blue bars move across the screen?
BeyondTrust's muti-session control makes you a more efficient rep. With BeyondTrust, you can control multiple remote desktops or mobile devices simultaneously.
A new tab opens for each remote session, with all the built-in troubleshooting tools and chat window for each session. You can even detatch each session window and maximize it on your monitor.
BeyondTrust supports remote desktops using multiple monitors. When you first connect to a remote desktop, you will see the primary monitor in the Screen Sharing tab.
If additional monitors are configured, you can navigate the various displays using the Display icon, a basic map of the end-user's monitors, or the Displays tab, a more detailed map of your end-user's monitors.
Rather than wading through a remote computer's menus, BeyondTrust's Special Actions menu allows a support rep to access commonly used commands and menu items quickly.
Collecting a host of tools in front of you that would otherwise be spread out, this menu gives your remote support's efficiency an edge over on-site support.
Administrators can even create custom special action for tasks specific to your environment, streamlining the effort for your team to complete repetitive tasks.
Screen sharing with BeyondTrust gives support reps full control over an end-user's device or limited access based on their user permissions or a customer's imposed limits. It also puts advanced screen sharing tools at their fingertips.
In full-screen mode, a rep can navigate the remote machine's desktop as if it is their own.
While screen sharing, a rep can disable a remote display, protecting any sensitive data that may be accessed during a support session. This tool is essential when regulatory compliance is an issue.
When in a session, a rep can capture a screenshot of the remote desktop, including all end-user monitors, exporting in full resolution to either the rep's clipboard or a local disk as a .png file.
Reboot the remote system in either normal of safe mode with networking, or shut down the remote system.
The end-user can decide which applications will be shared with the rep through a menu in the client chat window.
Draw on an end-user's screen, providing visual cues to points of interest or to highlight areas as needed. Use a rectangle to show an end-user where they need to input information. Or use arrows and circles to walk a user through a series of steps.
Elevate the customer client to run as a system service with administrative rights so you can troubleshoot deeper or interact with UAC prompts in Windows Vista or above.