Cisco Cisco WebEx Support Center WBS29.13 User Guide
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Chapter 2
This section describes the tasks associated with managing a support session.
Start a support session
A Remote Support session provides an environment in which you can interact with
your customer to resolve product issues.
your customer to resolve product issues.
1
Log in to your Support Center website.
2
Click Start to start your support session.
Tip:
Clear the Email check box if you want to wait until later to send an invitation to either a
customer or another support representative. When the check box is selected, a new email
message window automatically appears on your screen once the session starts.
message window automatically appears on your screen once the session starts.
Depending on your user and site settings, Support Manager begins a session in
single or multi-session mode.
single or multi-session mode.
Important:
If you are using the CSR dashboard, you must keep the Remote Support page
open throughout the support session. If you close it, or open another web page in the browser
window in which it appears, the session will end.
window in which it appears, the session will end.
3
If you received an email invitation to the remote support session, enter your
customer's email address and send it.
customer's email address and send it.
4
If you did not receive an email invitation, invite your customer to the support
session as follows:
session as follows:
If you have the CSR dashboard open, click the Tools tab then click Invite.
Select an option on the Invite panel.
Manage a Support Session