Remote Support Tool Today, customers receive technical support by phone,
e-mail, chat and pre-installed remote support clients—often resulting in a
cumbersome, time consuming and frustrating experience. With customer
satisfaction being a key business driver for IT and Technical Support
departments, employing user friendly tools is critical for enhancing service
levels, improving resolution times and minimizing costs.
SonicWALL® Virtual Assist is a remote support tool that enables a
technician to assume control of a customer’s PC or laptop for the purpose of
providing remote technical assistance. With the customer’s permission, the
technician can gain instant access to a computer using a Web browser, making
it easy to diagnose and fix a problem remotely without the need for a
pre-installed "fat" client.
Features and Benefits
Anywhere,
anytime remote support improves
customer satisfaction and support staff productivity.
Thin client
connectivity eliminates the need to
download and pre-install a "fat" client, minimizing customer
frustration and set-up overhead.
Chat
functionality
provides an efficient communication alternative to costly phone
support.
File
transfer capability provides fast,
convenient and secure access to local and remote files.
Tight
integration with existing authentication infrastructure
ensures that the customers’ identities are
confirmed. Alternatively, the local database of the SSL VPN
appliance and tokenless two-factor authentication can be
utilized.
Diagnostic capability
enables a technician to quickly obtain system
information from the customer’s computer.
Logging
and reporting functionality enables
managers to supervise remote support activity for internal audit
or external billing purposes.
Personalized customer Web portal
enhances the user experience by providing a familiar look and
feel for both Windows® and Mac® customers.
Easy-to-use technician standalone client
facilitates the management and scheduling of the
support queue.
Integration with SSL VPN administrative interface
enables the IT administrator to easily
license and configure the module.
256-bit
AES SSL encryption
of the data by the SSL VPN appliance provides a
secure environment for the data and assists in the effort to be
compliant with data protection regulations.
Seamless
integration of the SSL VPN appliance behind virtually any
firewall enables organizations to
leverage their existing network infrastructure.
Deployment Scenario
Technician logs into support Web portal or standalone thin client to monitor
queue or invite a specific customer via e-mail.
Customer logs on to portal and requests help or accepts the e-mail
invitation.
A
thin client is pushed seamlessly through the browser to the Customer.
Technician sees Customer in queue and requests access to computer.
Customer gives permission and remote support session begins. The Technician
now actively controls the remote computer. The Customer is able to see what
the Technician does on the screen. The Technician or Customer may end this
session at any point in time.
Remote Support Tool
Technician logs into support Web portal or standalone thin client to monitor
queue or invite a specific customer via e-mail.
Customer logs on to portal and requests help or accepts the e-mail
invitation.
A
thin client is pushed seamlessly through the browser to the Customer.
Technician sees Customer in queue and requests access to computer.
Customer gives permission and remote support session begins. The Technician
now actively controls the remote computer. The Customer is able to see what
the Technician does on the screen. The Technician or Customer may end this
session at any point in time.
