GoToAssist Representative Quick Start Guide Web and Phone Mode Version 10.0 Citrix Online 7414 Hollister Avenue Goleta CA 93117 +1-805-690-6400 Fax: +1-805-690-6471 2012 Citrix Online, LLC. All rights reserved.
Contents Using GoToAssist... 3 Connect... 3 Step 1: Download GoToAssist HelpAlert... 3 Step 2: Log In to HelpAlert... 4 Provide Service... 5 Step 1: Customer Submits Session Request via Portal Page... 5 SmartCode... 5 SmartBox... 5 SmartMatch... 5 Step 2: Support Representative Responds to Customer... 6 Customer Alert (SmartBox and SmartMatch)... 6 Unique Session ID (SmartCode)... 7 Step 3: Guide the Customer through the Download... 9 Step 4: Connect and View the Shared Desktop... 9 Step 5: Explain How to End Screen Sharing and Change Access Level... 10 Step 6: Use GoToAssist Support Tools... 11 Representative Chat Box... 12 Representative Chat Box Toolbar... 12 Get Feedback... 13 Step 1: Complete Session, End Connection & Request Feedback... 13 Step 2: Exit HelpAlert... 13 Get Support... 13 2012 Citrix Online, LLC. All rights reserved. 2
Using GoToAssist GoToAssist allows you to instantly connect to your customer s desktop and control his or her mouse and keyboard to resolve problems quickly and effectively. Connect Step 1: Download GoToAssist HelpAlert Support representatives can use GoToAssist HelpAlert to engage in screen-sharing sessions. 1. To download HelpAlert, visit the GoToAssist Download Center. 2. Log in to your account using the login and password provided by your GoToAssist manager. 3. Save the HelpAlert application to a convenient location such as your desktop. You only need to download HelpAlert once on each computer you want to use to support your customers with GoToAssist. 2012 Citrix Online, LLC. All rights reserved. 3
Step 2: Log In to HelpAlert 1. Double-click the HelpAlert application to open it, enter your login and password and then click Log In. Tip: We recommend renaming the HelpAlert application with the version and build number as listed on the Download screen. HelpAlert Application Icon HelpAlert Log-In Window 2. Once you ve logged in to HelpAlert, you ll see the HelpAlert List View where you can view a list of all your incoming and in-session queries. List View Window Some HelpAlert configurations launch HelpAlert directly to the system tray. To quickly access your List View, right-click the HelpAlert icon in the system tray to expand the List View and access other features. You can use the List View to check the status of queries so you can see several fields and status states that indicate session and customer information. 2012 Citrix Online, LLC. All rights reserved. 4
Provide Service Step 1: Customer Submits Session Request via Portal Page The customer initiates a support request via your company s support portal (usually hosted and provided by Citrix Online) in 1 of 3 ways: Entering a SmartCode or clicking a support URL that you provide. Typing a description of the problem into a SmartBox. Selecting a support representative s name from a drop-down list in SmartMatch. SmartCode Enter a Unique Code The customer enters a unique representative-supplied connection code into the field on your company s support page. If available, the customer can also begin a session from a unique support URL. SmartBox Broadcast to All Reps The customer submits a query by entering text, which then becomes visible to all available support representatives logged in to HelpAlert. SmartMatch Select a Representative The customer selects a support representative s name from the drop-down list. 2012 Citrix Online, LLC. All rights reserved. 5
Step 2: Support Representative Responds to Customer To connect to the customer s desktop, you must either reply to the customer s Alert or generate a unique connection code. Customer Alert (SmartBox and SmartMatch) When you connect to the customer s desktop using SmartMatch or SmartBox, the Alert appears as a pop-up window on your desktop and remains visible for 30 seconds. To accept the session, click Yes on the bottom of the Alert. SmartBox Broadcast to All Reps or by Queue SmartMatch Select a Representative - or - All incoming queries also appear in the top pane of the List View, giving you 2 minutes to reply. (Time may vary depending on your configuration.) You can reply via the List View by double-clicking the line item for the query. Once you successfully reply, the Alert is then re-launched, and you ll establish a successful connection with the customer. 2012 Citrix Online, LLC. All rights reserved. 6
Unique Session ID (SmartCode) To initiate a session via SmartCode, you need to create a code through the Code Management screen. 1. To access the Code Management screen, you can do any of the following: Click the Code Management icon in the List View. Right-click the HelpAlert icon in your system tray and select Code Management. 2. From the Code Management window, click the Create Code button to generate a unique 9-digit session ID. 2012 Citrix Online, LLC. All rights reserved. 7
3. You can iniate a session with your customer in any of the following ways: Direct your customer to type the support URL in a browser and instruct him or her to enter the unique system-generated connection code. Click the Copy URL button, and then paste the URL into a chat or email. To save time, click the Send Code via Email button to generate an invitation email with the support URL. Tip: Use the Name field to assign the customer s name to the session so you can better keep track of all your sessions when managing multiple sessions simultaneously. 2012 Citrix Online, LLC. All rights reserved. 8
Step 3: Guide the Customer through the Download The customer must go through the download process each time a support session is initiated. 1. The GoToAssist download page appears in the customer s browser. 2. The customer is prompted to accept the download. 3. Once the download completes, the customer is prompted to authorize sharing of the mouse and keyboard. Step 4: Connect and View the Shared Desktop Once the customer has downloaded GoToAssist, the GoToAssist session begins. When the session is initiated via SmartBox or SmartMatch, a Chat box will open first on your desktop, followed by the Viewer displaying the customer s own desktop (remote desktop). In most configurations, the Viewer session starts with full access to mouse and keyboard controls. SmartBox and SmartMatch sessions begin with a Chat box. Viewer Window Customer Chat Box Customer s Desktop Representative s Desktop 2012 Citrix Online, LLC. All rights reserved. 9
Step 5: Explain How to End Screen Sharing and Change Access Level To ensure the customer is comfortable with the support process, it is imperative that you fully explain how to end both screen sharing and the support session. Either you or your customer can end sessions by closing the Chat box. Additionally, customers can pause or stop screen sharing via the Chat box while in-session. When screen sharing is stopped, only you can restart it (from Representative Chat > Screen Sharing > Share Customer s Screen). To end the session, the customer can close his or her Chat box by selecting File > Exit. To stop screen sharing but keep the session active, the customer can select Screen Sharing > Stop Screen Sharing. To pause screen sharing, the customer can select Screen Sharing > Pause Screen Sharing. Customer Chat Box The customer can change the Access Level from View Only to Full Keyboard & Mouse (if configured). From the customer s Chat box, select Screen Sharing and then the desired option. 2012 Citrix Online, LLC. All rights reserved. 10
Step 6: Use GoToAssist Support Tools GoToAssist has several tools to help you support your customer. These tools can be accessed via the Viewer window menus or your Chat box. Note: Support Tools are limited for customers using a Mac. Currently, only screen sharing, shared keyboard and mouse controls and chat are available. Feature Description Send File Sends file(s) or folders(s) from your computer to the customer s computer or vice versa. Customer Reboot/Reconnect Diagnostic Info Session Transfer* Invite to Session* Run as a Service* Reboots customer s PC and reconnects the screen-sharing session (Reboot into Safe Mode is also available if you are running GoToAssist as a service). Requests specific diagnostic information from the customer s PC. Transfers screen-sharing session from one representative to another representative. Allows you to invite another representative to view or assist with the session. Installs GoToAssist as a service on the customer s PC. Push URL Pushes URL to customer s default browser. Pen Mode Activates the Pen tool for drawing on the customer s desktop. Highlighter Mode Arrow Stamper Preferences Activates the Highlighter tool for highlighting on the customer s desktop. Activates the Arrow Stamper for directing the customer with arrows on the customer s desktop. Reveals Viewer preferences. Multi-Session* Allows you to run up to 8 simultaneous GoToAssist sessions. * These tools may require an additional portal for use and may not be configured. 2012 Citrix Online, LLC. All rights reserved. 11
Representative Chat Box Menu Bar: Allows access to various menu tools and commands. (a) Tabbed Interface: Enables you to easily manage multiple sessions. (b) Customer Information Field: Displays the customer s name and th e nature of the inquiry. (c) Chat Display Field: Displays the entire Chat dialog, as well as all pushed web pages, file transfers and other actions, between you and your customer. (d) Message Entry Box: Allows you to type and submit messages to the customer or to all representatives. (e) Toolbar: Displays tool buttons for common tasks. (f) Display/Hide Details: Displays or hides the Details, Attendees and Notes fields when expanded. (g) Session Details: Provides details about the current session, including language, operating system and start time. (h) Attendee List: Lists the names of attendees in-session. (i) Notes: Allows you to type session notes that are not visible to the customer. (j) Representative Chat Box Toolbar a c e g i k b d f h j l Share Customer s Screen (a) Share Your Screen (b) Pause Screen Sharing (c) Stop Screen Sharing (d) Use Annotation Tool (e) Change to Viewer Window (f) Initiate File Transfer (g) Send Clipboard to Customer (h) Reboot/Reconnect (i) Session Transfer (j) Invite to Session (k) Remote Diagnostics (l) 2012 Citrix Online, LLC. All rights reserved. 12
Get Feedback Step 1: Complete Session, End Connection & Request Feedback 1. From your Chat box, select Session, and then select either Close Session or Exit All Sessions. The sessionresolution window appears. 2. In the resolution window, choose resolution status and click Submit. The connection ends and the customer is prompted to complete the feedback survey. Step 2: Exit HelpAlert 1. When finished using HelpAlert, choose Exit from the File menu in the HelpAlert List View. 2. Click the X in the upper-right corner or right-click the system tray icon, and select Close Window. Get Support If you re looking for more information, please vist the GoToAssist Support Center to find a comprehensive GoToAssist user guide. You can also contact our 24/7 Global Customer Support for any issues you may have. 2012 Citrix Online, LLC. All rights reserved. 13