Remote Assistance

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Remote Assistance

• Avronil Bhattacharjee
• Program Manager

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Remote Assistance

• Goals
• Enable rich Support actions over the Internet
• Lower cost by preventing visits / dispatches
• Enhance quality of support and satisfaction
• Reduce call volume with better peer support

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Remote Assistance
Consumer
1) Create send a Help Ticket
3)Start Online Interaction (Terminal Service
Connection)
2) Use Ticket info to connect back
Support Expert
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Remote Assistance

• Feature Details
• Based on Terminal Services technology
• Invite by email / Instant Message to start
  session
• Invite contains automatically generated ticket
  
• Ticket IP address temporary credentials to
  connect
• Invitation security by Password,Certificate or
  Passport
• Need Whistler on both PC, nothing else !

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Remote Assistance
Messenger transport
SSL Web submit
MSN IM
OEM Applet
Other
Help Center
email
Remote Assistance Service
Remote Assistance Service
Whistler PC (Novice)
Whistler PC (Expert)
Terminal Services
Terminal Services
RDP Connection Virtual Channels
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Remote Assistance

• Feature Details (contd.)
• Full suite of functionality
• Text chat Voice over IP
• Full desktop viewing
• File transfer (send / receive)
• Control Mouse Keyboard
• Panic Key to break connection
• Branded service offerings over RA
• Customize UI and workflow
• Choose any escalation (email / IM / HTTPS)

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Remote AssistanceNovice UI (send invite)
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Remote AssistanceNovice UI (send invite)
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Remote AssistanceExpert Side
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Remote Assistance

• OEM Customizations
• Set Basic configurations in OPK wizard
• Switch Remote Assistance ON / OFF
• Define Max Timeout / Connection levels
• For use in your Call center
• Define User Interface and flow for assistance
• Choose escalation transport chat/email/web
• Specify service specifics
• Ticket timeout
• Connection security / authentication
• Call routing and response time

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Remote Assistance
D E M O
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Remote Assistance

• Calls to action
• Promote as a peer support tool (reduces calls)
• Evaluate Remote Assistance for integrating into
  your support process (web or phone)
• Consider network / deployment issues
• Define custom UI, transport, service specifics
• Send questions / Feedback to Microsoft

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QA