Understanding Remote Assistance

Computer users, particularly users without much technical expertise, often have configuration problems or usage questions that are difficult for a support professional to diagnose and fix over the phone. Remote Assistance (RA) solves these problems by enabling support personnel to view the user’s desktop in real time. The user seeking assistance can demonstrate the nature of the problem to the support person. This is a quicker and more efficient way to communicate a problem than using words or e-mail. If necessary, the user can also give the support person permission to assume shared interactive control of the user’s computer to show the user how to resolve the problem. The result of using Remote Assistance is faster problem resolution, an improved support experience, and a lower Total Cost of Ownership (TCO) for supporting end users in large, corporate environments.

For more information about RA, see Windows Remote Assistance: frequently asked questions (http://go.microsoft.com/fwlink/?LinkId=143295) on the Microsoft Web site.

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