GoToAssist

Step 1: The end user is asked to go directly to a remote-support session. To do so, the representative provides the end user with the Web portal URL and a unique connection code to begin the remote-support session.

Step 2: The representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:

• ChatLink™
• Remote Diagnostics
• File Transfer
• Reboot/Reconnect
• Remote Viewing/Control
• Annotation Tools
• Team Collaboration
• Session Transfer

Step 3: At the end of the session, the end user immediately provides input on the support experience, enabling your organization to address session metrics and maintain a high standard of customer satisfaction and loyalty.

GoToAssist: (use this link only when directed by someone on the Help Desk staff) http://www.usm.edu/dstream