This chapter takes you through a quick demonstration of some of the features available when you participate in a Live Help support session.
Live Help is designed to make it easy for a user to start a support request, and for the Support Specialist to have control of the session and quickly resolve the problem. A user needing assistance simply selects the Live Help Client shortcut from the Start menu or the Apps screen. Because the Support Specialist controls all functions, the Client does not need to know how to operate Live Help. In fact, other than the Client startup dialog box, Clients do not see a Live Help window.
The Live Help Expert application provides numerous features that help desk personnel use to troubleshoot user problems remotely. A Live Help Expert toolbar is included, for quick access to Live Help's facilities.
In this chapter, you will learn how a Support Specialist can get a session started, use Remote Control and Screen Transfers to operate your client's applications and desktop, send and receive files, and use Clipboard transfer. Live Help is easy to learn and use. However, if you have a question during the session, use the help system.
If you haven't already done so, please read the information in Chapter 1 to get a brief introduction before continuing.
The steps you will follow in this chapter require you to have a colleague who will participate in the session with you.
The first example explains connections over a network using the TCP/IP protocol. Information about connecting using modems is also included. Once you have finished, be sure to read the remainder of this manual for a closer look at all of Live Help's capabilities.
