When the customer accepts your invitation to start a remote support session, you'll get an alert and see his or her computer appear in your support queue.
Tap on the customer to accept the session.
Tap the play icon to begin screen sharing. The customer will need to answer a prompt to allow you to support his or her computer.
Once your customer allows screen sharing, you'll see their screen appear on your Android device. Now you can interact with the remote computer and chat with the customer to solve his or her problem.
Turning your Android device sideways or vertical will reorient the screen orientation during support sessions.
At first, you'll want to spend a little time learning your way around the mobile rep console. Using your fingers instead of a mouse/keyboard can take a little getting used to. So spend some time learning the screen sharing gestures.
Access the screen sharing actions menu by tapping the menu icon. This menu lets you perform these actions:
Select an alternate remote monitor to display. The primary monitor will be designated by a P.
If you don't want to change monitors, just tap the primary one to hide the dialogue.
View the remote screen in 2-bit gray scale for the lowest bandwidth consumption, 8-bit color for fast performance, 16-bit for a medium quality of image and performance, or 32-bit for the highest image resolution.
Reboot the remote computer without losing your connection to the support session.
Perform a special action on the remote system. Based on remote operating system and configuration, available tasks will vary. When operating in elevated mode, some actions can be run in System context.
Alternatively, provide an administrative user's credentials to perform a special action in that user context.
Tap Elevate Privileges and select the elevation method desired. Use this if you want to run BeyondTrust with administrative privileges.
On the Settings tab you can choose whether or not to play sound effects for events that occur in support sessions.
You can also modify how the Android device and pointer function during screensharing.
Tap the keyboard icon to chat with your customer.
There's quite a bit more to chat in the full version of BeyondTrust. There, chat support includes canned messages, and a brandable customer interface. Also, this is where you can collaborate with other reps or third party vendors.
The System Info tab shows you what devices, processes, events and programs are running on the remote desktop, giving some initial clues for the source of the end-user's problems before beginning a remote support session.
Tap the play icon to access system information.
The Summary tab gives you basic overview information about the computer or device you're supporting. The Summary tab also gives you options for post-session behavior - whether to lock the computer, logout the user, or do nothing when the session ends.
Here you can also leave notes about the support session. Notes aren't really used in the BeyondTrust trial. In the full version of BeyondTrust, however, you could enter extra details about your support session. These notes would then be synced with your CRM, help desk, or ticketing solution so that the next rep who helps the customer can have some context.
Tap the menu icon to end the remote support session. You can also choose Hold Session, which keeps the remote computer in your queue but terminates screen sharing.