Live Help is very easy to use. When someone has a problem or needs training, there is no complicated user interface to learn and operate
the person simply starts the Client application. With a few clicks of the mouse, a Support Specialist connects to the Client for an on-line session.
Live Help provides Help Desk Personnel with two tools for supporting the Client. These are the Live Help Expert and Live Help Monitor applications. The two applications have similar features with a few key differences. Unless otherwise noted, this manual will discuss the Live Help Expert application. Live Help Monitor contains a separate discussion of Live Help Monitor and the differences between it and Live Help Expert.
Once connected, the Support Specialist conducts the support session, using screen sharing, remote control, file transfer, and other facilities to assist the Client. The Live Help Expert's floating toolbar provides easy access to Live Help features.
Additional Help Desk Personnel can join the session to consult with a Specialist or escalate the call to another level. This capability also allows Help desk supervisors to join support sessions and monitor the effectiveness and trouble-shooting skills of help desk staff.
During the session the Client does not operate the Live Help software. Because Live Help directs its functionality to help desk staff, it is not necessary to teach the Clients our application. As a result, Live Help is easy to deploy throughout the organization or to your customers.
The following topics give you an overview of some of the features available to Help Desk Personnel.
