Secure Remote Assistance allows Tech Experts to deliver more value to customers. For years, Experts have been using JustAnswer's ScreenConnect as a remote access tools to fix difficult tech issues. Below is a guide on how to use ScreenConnect.
Note: All Experts are required to review the Secure Remote Assistance Policy prior to initiating remote sessions.
1. Initiate Secure Remote Assistance
Secure Remote Assistance is a premium service that you can offer to customers. During your Q&A session with a customer, you can offer secure remote assistance by clicking on the "Offer Premium Service" button in PQA. Select any of the available remote services and submit your offer.
Note that remote services are only available for questions in Tech categories.
2. Locate Secure Remote Assistance
Once the customer accepts your offer, you can initiate a secure remote session. To start, switch to the Request Center. Near the top of this page, you'll find the "Secure Remote Assistance" link. Clicking on this link will open up in a new tab.
3. Start a Secure Remote Session
You're now in the Remote Assistance Controls page. To start a new session, click on the "Create A Session" button.
A new session should be added to the list of My Sessions. Click on the "Start Session" button and you'll be asked to download the ScreenConnect desktop client. Once downloaded, follow the prompts to run ScreenConnect.
4. Share Session with Customer
Copy the URL from either the ".NET Client URL" (for Windows) or "Java Client URL" (for Mac) link and send it to your customer on the Active Request page.
5. Ready to go
Once both you and your customer are connected, you should be able to begin your secure remote assistance session. Once you've completed your task, click on the "End Session" button.