Collaboration and Escalation

Efficient support depends on matching incoming support requests with the right resources. However, putting seasoned staff in first tier – or sending them on site – can monopolize their time and eat up productivity.

BeyondTrust makes it possible for your support organization to define escalation paths to skilled resources in a cost-effective manner. With BeyondTrust, skilled staff can engage with critical support requests instantly and remotely. This allows you to respond to customers with the right resources on the first call.

As a remote support representative, you can handle many of the support requests that come your way. But sometimes an issue that you don’t have the skill set to resolve enters your queue. If you know the name of a skilled team member, you can ask for help.

But what if you don’t know who the right expert is or their availability? All you know is what the problem is. With Intelligent Collaboration, you can broadcast a request for assistance based only on the problem description - even if you don’t know who can fix it, their availability, or the needed skills.

Share or Transfer Remote Support Sessions

BeyondTrust lets technicians collaborate to resolve incidents. Multiple members of your team can swarm around critical issues to resolve them quickly. Reps can also transfer a support session to another representative or team.

Broadcast a Request for Help

A rep who needs assistance from one or more experts during a remote support session can broadcast a request for help with no other prior knowledge than the issue he/she is experiencing.

BeyondTrust, using administrator-defined rules, intelligently routes the request to the least busy expert with the skills best suited to resolve the issue.

Expert Technicians Can Join the Remote Support Session

When you broadcast a request for assistance, BeyondTrust routes your support request to the least-busy representative with the skill set you need.

The skilled representative will receive a prompt to accept or reject the session, along with visual and audible alerts. If he rejects the session, BeyondTrust simply reassigns the session to the next least-busy rep with the appropriate skills.

Intelligent Collaboration is not limited to skills-based routing within your support organization. You can even assign skills and issues to your vendors.

Rep-to-Rep Screen Sharing

Not only can you share support sessions between reps, you can also share screens without starting a full presentation.

We know BeyondTrust isn’t the only tool your support organization uses. Fortunately, if one rep needs help updating a ticket, modifying a CRM record, or understanding a knowledgebase article, he can share his screen and control of his computer with another rep.

Rep-to-rep screen sharing works without starting a BeyondTrust session. You can even report on rep-to-rep screen sharing to maintain compliance.

Let Lower-Tier Reps Elevate Privileges on the Remote Desktop

Lower-tier reps can often perform more technical procedures than their permissions allow them to do. With BeyondTrust, reps who do not have administrative rights on a remote desktop can request temporarily elevated privileges that expire at the end of the session.

If the support rep does not know the administrative credentials, he can send a request to an administrative rep - called an Access Sponsor - who can enter the credentials for him. This temporary elevation of rights allows you to cut costs by resolving more in lower tiers.

Force Escalation from One Rep or Team to Another

BeyondTrust's Administrative Dashboard not only lets team managers and leads oversee the support activities within their teams, it also enables them to monitor the current sessions of managed team members and take over or transfer sessions when necessary. The dashboard increases support session management and accountability.

Post-Session Lock

Reps need protection too. After enabling "Logout the User" option in the public portal, if a session using elevated privileges ends suddenly, BeyondTrust will ensure that permissions are restored to the end-user's original access level by forcing a user to log back in.

Collaborate with Outside Experts or Vendors

Not only can you collaborate with other members of your support organization, you can collaborate with external experts and vendors, too … even if they’ve never used BeyondTrust!

Anyone can be brought in to collaborate on a remote support session. BeyondTrust's patent-pending Rep Invite borders makes it possible to invite a third-party representative to have one-time, limited access to a shared session. The invited rep is given a link to install the BeyondTrust Representative Console and join the session.

Reports and Session Recording give your support organization complete visibility into these collaborative sessions.