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Using Secure Virtual Assist | 83
Performing Secure Virtual Assist Technician Tasks
To get started, the Technician logs into the Dell SonicWALL SRA appliance and launches the
Secure Virtual Assist application.
Note Each Technician can only assist one customer at a time.
By default, the Virtual Assist window launches with the Virtual Assist toolbar at the top and the
rest of the window dedicated to the customer’s screen.To display the most common panes,
either click Expand or click View > Classic Layout. This will display the following panes:
• Email Invite
• Logging
• Chat
• Service
Once the Technician has launched the Virtual Assist application, the Technician can assist
customers by performing the following tasks:
• “Inviting Customers by Email” on page 83
• “Assisting Customers” on page 84
• “Using the Virtual Assist Taskbar and Tab Controls” on page 85
• “Using the Secure Virtual Assist File Transfer” on page 88
• “Changing the Secure Virtual Assist Level of Control” on page 99
• “Ending a Virtual Assist Session” on page 100
• “Ending a Virtual Assist Session” on page 100
Inviting Customers by Email
Step 1 To invite a customer to Virtual Assist, use the email invitation form on the left of the Virtual
Assist window. If it is not displayed, click the Invite button in the toolbar.
Note Customers who launch Virtual Assist from an email invitation can only be assisted
by the Technician who sent the invitation. Customers who manually launch Virtual
Assist can be assisted by any Technician.
Step 2 Enter the customer’s email address in the Customer Email field.
Step 3 Optionally, enter Technician Email to use a different return email address than the default
Technician email. Some mail servers require that an email address be entered, and that it be
on a valid domain.
Step 4 Optionally, enter an Additional Message to the customer.
Step 5 Click Invite. The customer will receive an email with an HTML link to launch Virtual Assist.
Customers requesting assistance will appear in the Assistance Queue, and the duration of time
they have been waiting will be displayed.