Swap screens instantly with ease
The Swap Screen feature in Zoho Assist is a powerful tool that provides the technician and the remote user with the ability to quickly swap screens during a session. Whether you're troubleshooting issues, providing demonstrations, or collaborating on projects, this can make the process smoother and more interactive.
How does screen swapping work in Assist?
The Swap Screen feature in Zoho Assist allows both the technician and the customer to alternate sharing of their screen during a remote session. This means that either the technician or the customer can share their screen and take control at different points during the session to facilitate better communication.
Key benefits of Assist's Swap Screen feature
Enhanced collaboration
Both the technician and the remote user can share their screens, making it easier to collaborate and solve issues together.
Interactive demonstrations
Perfect for training sessions or product demos, as control can be passed back and forth during a session seamlessly.
Improved user experience
Users feel more engaged and involved in the process, leading to higher satisfaction levels.
How to swap screens in Zoho Assist
- Begin by initiating a remote support session from your Zoho Assist dashboard. Ensure that both the technician and the remote user are connected.
- Once the session is active, locate the Share Screen button on the toolbar under Session.
- Click the Share screen option. A request will be sent to the remote user, asking for permission to switch control.
- The technician or the remote user will receive a notification. They must accept the request to initiate the screen swap.
- After the request is accepted, the screens will swap, allowing the other them to take control and share their screen. They can now view your screen and assist accordingly.
- To revert to the original screen, simply click the Swap Screen button again. The process will follow the same steps as before.
Best practices for swapping screens
Communicate clearly
Before initiating a screen swap, ensure that both the technician and the customer understand why the swap is necessary and what will happen next.
Use responsibly
Avoid unnecessary swapping to maintain the flow of the session and avoid confusion.
Monitor permissions
Ensure that screen swapping is done securely and that the remote user is comfortable with the process.
Scenarios where swapping screens is useful
A user is experiencing a problem that they cannot fully explain.
The user shares their screen with the technician, who then identifies the issue and takes control to resolve it. If further demonstration is needed, the technician can swap the screen back to the user to confirm that they understand the solution.
An IT trainer is teaching a group how to use new software.
The trainer can initially demonstrate the software on their screen, then swap screens with a trainee to allow them to practice while the trainer observes and guides them.
A salesperson is demonstrating a new product feature to a potential customer.
The salesperson can showcase the feature on their screen, then swap to the customer’s screen to walk them through how to use it, making the demo interactive and engaging.
Security and privacy considerations
Ensuring secure swaps
Permission-based control
Zoho Assist - secure remote support software ensures that screen swaps only occur with explicit permission from both parties, maintaining control and security.
Encrypted sessions
All data exchanged during the session, including screen content, is encrypted to prevent unauthorized access.
Session monitoring
Both parties should stay vigilant during swaps to ensure that sensitive information is not inadvertently shared.
Privacy best practices
Limit access
Swap screens only when necessary and ensure that private or sensitive information is not displayed during the session.
Inform the other party
Always inform the other party when initiating a swap and ensure they are comfortable with the process.
Use secure connections
Ensure the remote session is completely encrypted and hosted over a secure network to protect shared data.
Enhance collaboration and improve troubleshooting efficiency with the swap screen in Zoho Assist
Frequently Asked Questions
The swap Screen feature allows both the technician and the end-user to alternate sharing of the screen during a remote support session. This enables the technician or the remote user to share their screen and take control, making collaboration and troubleshooting more efficient.
To initiate a screen swap, click on the Swap Screen button located on the toolbar during an active session. Once they accept the request, the screens will swap, allowing them to take control and share their screen.
Yes, you can revert to the original screen at any time by clicking the Swap Screen button again. The process will follow the same steps, with a request being sent to switch back.
Yes, the Swap Screen feature is secure. All screen swaps require explicit permission from both parties, and all data exchanged during the session is encrypted. Zoho Assist also provides monitoring tools to ensure that swaps are conducted securely and appropriately.
The Swap Screen feature is useful in scenarios where collaboration is key, such as troubleshooting technical issues, conducting training sessions, or providing interactive software demos. It should be used when both the technician and the customer need to view or control each other’s screens to achieve a specific goal.