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ScreenMeet: A Cloud-based Remote Support Tool Integrated with Dynamics 365

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ScreenMeet: A Cloud-based Remote Support Tool Integrated with Dynamics 365

ScreenMeet is a cloud-based remote support tool designed to integrate seamlessly into Dynamics 365. By enabling customer service and IT support organizations to address technical issues directly from their CRM or ticketing platform, it streamlines the process and provides a fully browser-based support experience.

Once integrated with a Dynamics 365 organization, the ScreenMeet widget appears on Case pages. It allows you to create and launch remote support sessions from the same location as the support agent’s CRM and ticketing platform. In addition, ScreenMeet captures a robust set of data from support sessions and stores it within the Dynamics Case object for use in audit trails or analytics.

ScreenMeet is 100% browser-based for the agent; after the end user connects to the session, the agent is prompted to join via a new tab. The following screen capture is of the viewer window with the associate suite of support tools:

These tools enable the support agent to solve the end user’s issue quickly and effectively. Some key features include:

  • Cross-platform support from all modern browsers
  • Permission-based escalation of agent privileges
  • Local and domain-level Windows admin (UAC) escalation
  • Windows and Mac tools & shortcuts
  • Multi-agent URL invites
  • Bidirectional file transfer
  • Remote clipboard
  • Reboot and reconnect
  • Low bandwidth mode

The above is an example of one key feature, our Windows Tools menu, which agents can use to perform actions on the end user device directly. It also has a built-in search functionality, so you can find the relevant shortcut and execute it without digging through the UI or the end user’s system.

Cobrowse and Dynamics Omni-Channel

ScreenMeet also offers a no-download solution for ecommerce and B2B browser-based support use cases. It will enable you to guide your end user through site navigation – for example, completing purchases from the shopping cart. Cobrowser sessions can be launched from the Dynamics Omni-Channel workflow.

Once connected, the agent can guide the end user through site navigation similar to the support solution--all from the browser!

Support Sessions: Records and Reports

After a support agent creates and completes a session, a new record is generated. This record tracks agent/user connection and disconnection, all mid-session actions taken by the agent via the ScreenMeet support tool suite, and the system info retrieved from the end user’s device.

In turn, this data can be leveraged to create reports using Dynamics’ native reporting features to gain insights on key benchmarks – e.g., session activity by month:

Conclusion

Combined with the Dynamics infrastructure, ScreenMeet provides an integrated support and ticketing solution from the same, cloud-based platform. Feel free to try it out from the Microsoft AppSource store!

Learn more about ScreenMeet’s solution and capabilities. We will be hosting a webinar on January 28th at 11:00am PST. Webinar registration available here.

Joe CRM
By Kieran Patel

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