Thank you for choosing Fujitsu's Systemwalker Live Help remote support product. Systemwalker Live Help (called Live Help, for the remainder of this document) is a member of the Fujitsu Systemwalker family of products.
Live Help is versatile Windows(R) application that Help Desks and service providers use to provide remote support and training services in real time. With the built-in screen sharing and remote control facilities, Help Desk Personnel (referred to as Support Specialists) have access to the desktop of an end user (referred to as Client) to solve application or configuration problems. With access to the user's entire desktop, it's easy for help desk personnel to resolve application or configuration problems quickly and accurately, and provide just-in-time training. Live Help provides benefit to your entire company because down time is reduced from hours to minutes.
A Support Specialist conducts the support session, using remote control, screen sharing, file transfer, and clipboard transfer to assist the end user.
You can participate in support sessions with people down the hall or around the world. Sessions run on the in-house LAN, or over a WAN or remote dial-up connection. You can even hold sessions using Intranet or Internet connections. If you don't have a network connection, modem-to-modem support is available.
This chapter introduces you to Live Help, explains how a support session is structured and managed, and describes the roles of the members.
Once you finish with this introductory information, run a real support session as described in For a detailed look at each of Live Help's features, refer to Chapters 3 through 14.
