15 Things you should know

New to BeAnywhere? This guide will help you get started.

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BEFORE THE FIRST STEP!

Before anything else, do the following Sign up for a trial - www.beanywhere.com Log in to your account. Get the Technician Console running. Ideally you should have another computer on hand, or a virtual session (using VMware, for instance). That way you can play the roles of customer and technician at the same time.

The Fifteen Things you should know

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Adjust it as you please Solving problems remotely Helping an absent client Launching an inSight look Controlling the customer s Desktop Being Alert Using the Command Prompt Moving Files between computers Auditing Devices Knowing remote computer settings Connecting on LAN Following the script Hear and be heard Dealing with Reports Enjoying good feedback

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Notice: For a complete BeAnywhere User Guide, visit www.beanywhere.com

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1. ADJUST IT AS YOU PLEASE

How is it done? Explore all configuration options on the BASE console and the Admin Area. How simple it is? Easy and fast - no more than 5 minutes.

LETS DO IT Access your console and press the Options link.

With a simple click you can enable/disable each option. Setup if you want to hear a sound warning upon the receipt of a new request, if youd like to see a confirmation box before accepting a request or easily change your password anytime you want. All options are meant to ease up the BeAnywhere experience, like the automatic sign in or the launch of console for everytime Windows is initiated.

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A little bit to the right, youll be able to Access your Admin Area.

Being the first time there, the Startup Wizard will automatically pop up.

Each tab will let you setup some important features about your account. You can set your name, company name and Logo under Profile; Enable and set up the Initial Form presented to customers after sending a support request; Use the Your Web Site tab to paste a script into your own webpage and insert a customizable Get Support button within your site; And state your Calling Cards prefix, as you want your customers to see it and recall it; These are just some of the options available in the web-based Admin Area. Through this Back Office, any IT Manager can supervise his departments and technicians granularly, undertake billing procedures, check workflows in real time, monitor client's computers, launch support sessions and much more...

Know More: To find out everything about the Admin Area, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to the product and all the related information.

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2. SOLVING PROBLEMS REMOTELY

How is it done? Launching a remote support session. How simple it is? As clicking a button

LETS DO IT A client has many different ways of launching a support request. This time around, lets use the PIN Code. Press the Start New Session button.

Now, under option 1, youll see the Pin Code: those six numbers right there.

Provide the code to your customer and direct him to www.startcontrol.com. On that portal, as seen below, the client simply needs to type the code down.

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Just like that, the support request is sent. A warning, like the one below, will immediately pop up on the bottom right of your screen. Accept it and the connection is established.

Youre now inside the BeAnywhere Viewer, ready to solve any technical problems. Browse around, check every tab and try all of the options to get yourself familiar with BASE.

Know More: To find out everything about all different ways to launch a support request, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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3. HELPING AN ABSENT CLIENT

How is it done? Installing a BASE Agent on the clients computer. How simple it is? Just send a request to the customer and wait for him to say yes.

LETS DO IT Installing a BASE Agent is a process that can be launched in a number of different ways. Today, lets do it during a support session. In the Viewer interface, simply press the Computer option and then Add PC to "My Computers" list.

Youll be prompted to set up a name for this computer.

After this, the client will receive a request. Tell him to say Yes its completely safe.

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After accepting and downloading the BASE Agent, the remote machine will, from that moment on, be available on the My Computers tab (in the Console Home Page).

For an extra layer of security, the client can establish a password. Only technicians aware of that password will be able to perform unassisted sessions. The next image reflects what the client will see in his screen.

Clicking Yes will get him to the next window.

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After choosing the BeAnywhere Password option, click Apply and thats it.

From now on, the technician simply needs to press the Connect button and enter the password. The connection will be established and youll be able to provide unassisted remote support.

Once again, youll be directed into the Beanywhere Viewer. Check it further, if you havent done it already.

Know More: To find out everything about unattended assistance, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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4. LAUNCHING AN INSIGHT LOOK

How is it done? Just head into your Admin Area. How simple it is? A click here and a click there checking a couple of options its all that is necessary.

LETS DO IT Access the Admin Area.

On the left side of the interface, choose Technicians (under MANAGEMENT). Now at the center, press the Permissions tab.

At the bottom you will see the two options youre looking for to launch inSight features.

The first option enables the technician to create warnings, run existent scripts and audit machines. The second option gives complete control over inSight Lite features, like activating/deactivating insight monitoring in any remote computer, delete warnings or manage (add, edit, delete) scripts.

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5. CONTROLLING THE CUSTOMERS DESKTOP

How is it done? Through the BASE Viewer. How simple it is? Select the correct tab and youre in!

LETS DO IT The Remote Desktop tab is fairly visible at the top of the BeAnywhere Viewer. Click it.

Just like that, you are now in direct control of the customer s mouse cursor; your keystrokes will act like if you were typing on the remote keyboard. You can now cruise around the clients machine as if it was your own local desktop. At the bottom of this screen, youll find an array of additional options. Try them out.

For instance, you can take snapshots of the screen or record everything youre doing. You can also try to restart the remote computer with autologon.

Know More: To find out everything about the Remote Desktop feature, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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6. BEING ALERT
How is it done? Its getting repetitious: again in the Admin Area, of course. How simple it is? Setup the alerts you want and sit back: monitoring is happening.

LETS DO IT Access the Admin Area.

On the left side of the interface, choose My Computers (under MANAGEMENT). Now choose any computer. Then press the Alerts tab, at the middle of the interface.

Press the Add New button.

Give the alert the name you want (for later easy reference). More importantly, use the please select the rule type dropdown box. Just select the one you want and adjust the settings (including the script to run). You have a dozen to select, from CPU/memory/HD occupation to processes running and even online/offline status. And thats it. Just do it again and again you have a maximum of 10 enabled alerts (and 20 disabled more) and press the Save button when done.

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7. USING THE COMMAND PROMPT

How is it done? Again, the BASE Viewer will present you this possibility. How simple it is? Just by clicking in the correct tab, of course.

LETS DO IT The System Shell is another one of the tabs presented by the BASE Viewer.

Theres no need to share the customer screen to solve every little issue, so BeAnywhere provides you this emulated command line that can be used to speed up the most common tasks. Just type any command on the text box.

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Type tasklist, for instance. If you have done it right, you are now seeing in your Viewer all the processes running on the remote machine. Now try this one: NET USER username {password | *} /ADD. The username and password are up to you. This command will let you add another user in the local machine. Try all the buttons as well for some General Commands.

The Powershell, for instance, will let you extend the command-line with an associated scripting language and COM/WMI support through the .NET framework. Dont forget that, for full throttle use of this powerful option, you should be running with administrator privileges.

Know More: To find out everything about the System Shell feature, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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8. MOVING FILES BETWEEN COMPUTERS

How is it done? The BASE Viewer continues to provide all the answers. How simple it is? Just drag it and drop it.

LETS DO IT The File Transfer Tab is the one to click now.

So at the left youll see your own files and folders. At the right youll find the remote computer list of files. Just grab whatever you want, from wherever side you want, and drag it to the other side. Its that simple. You can check the file transfer queue at the bottom.

Try all the options at the top as well. Make new folders, delete files, rename them

Know More: To find out everything about the File Transfer feature, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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9. AUDITING DEVICES
How is it done? Now its just becoming redundant. Again the Admin Area. How simple it is? You know which one to audit? Then click it. Done.

LETS DO IT Access the Admin Area.

On the left side of the interface, choose Audit Devices from REPORTS. Choose the computer you wish to audit (you can choose multiple computers at once).

Hit the Audit button.

The new window enables you to choose the type of report that should be generated. You can also choose the email address to where the report will be sent.

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10. KNOWING REMOTE COMPUTER SETTINGS

How is it done? Just one more tab left... How simple it is? The information is right there. Just read it.

LETS DO IT This time around, choose the System Info Tab.

This option lets you know virtually everything about the remote computer data. Click at any option(s) at the left side of the screen and browse around.

You can export all of this data to an Excel file, if you like.

Know More: To find out everything about the System Info feature, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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11. CONNECTING ON LAN

How is it done? Through the Forward Port option. How simple it is? Set it up one time and the connection will be ready every time.

LETS DO IT The client takes a part on this process - a simple task, though. He just needs to open his BeAnywhere Configuration Window (on the system tray) and then click on Settings.

The new window will show an array of options. In this case, all that the client needs to do is to check the Enable TCP port forwarding option. Click Apply and its done.

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As a technician, begin a support session and then click on the Advanced option at the bottom. Then, press Port forward.

In the new window, youll see three mandatory parameters: a) Local Port Refers to the local port number on which BeAnywhere console will listen for incoming TCP connections that will then be forwarded to the remote network. b) Remote Host The DNS or IP address where the remote service is. If the service is on the machine hosting the BeAnywhere sessions, please use localhost or 127.0.0.1. c) Remote Port This is the port where the remote service is listening for connections. BASE needs both the remote host and the remote port values in order to know where to route the local traffic.

After the setup, make sure the Enabled box is checked and click OK. And there it is.

Know More: To find out everything about the Port Forwarding feature, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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12. FOLLOWING THE SCRIPT

How is it done? Yes, you guessed it: Admin Area. How simple it is? One first setup and things will roll automatically from there on.

LETS DO IT Access the Admin Area.

On the left side of the interface, choose Scripts, under MANAGEMENT. Click the Repository tab.

Click in Add Group to select a new group of computers. Then press Add Script.

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Now choose the name and enter a description for the script. Press Add Script to save the information. Further down youll find the Required Files area, press Add File.

Now specify the filename, the MD5 hash (optional), the origin URL and the destination folder.

Then, at Script Content, you can decide if the script text can be directly inserted into BASE, through the Explicit Script option (paste the necessary string of commands into Script Body, selecting afterwards de type of script being used); or if its available at an external URL, selecting External Script (set the URL and choose the script type).

Click Save and the script is ready to go!

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13. HEAR AND BE HEARD

How is it done? Answer a clients support request. How simple it is? Easier than making a call from your cell phone.

LETS DO IT On the Viewer, during a support session, press the Session button regardless the tab youre in, it will always be there on the bottom.

Press the Start VoIP Call option. And there it is, the connection is established.

You can adjust the Audio Settings as you please and end the call by pressing the obvious End Call button.

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14. DEALING WITH REPORTS

How is it done? Through the Admin Area. How simple it is? Just like sending an email.

LETS DO IT Head to your Admin Area.

Now, under REPORTS, choose Session History.

At the center you will see a list of all the remote sessions provided. Just choose one and double-click it.

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In this new screen you can setup the name and email to whom the report will be sent. Try out the other tabs as well: the chat log, the video recording (if any) or maybe the remote computer information. When youre done, simply press the Email Report button.

This final screen will let you choose what to include in the report. Check or uncheck anything you like, just for the sake of it, and then click Send.

Know More: To find out everything about BeAnywhere Reports, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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15. ENJOYING GOOD FEEDBACK

How is it done? Send a survey to customers. How simple it is? Just write your questions down and wait for the responses.

LETS DO IT During a remote session, the Send Survey option is always available under the Advanced option. Click it.

Youll see a list of surveys from which to choose from. Being your first time though, you obviously wont have any survey ready to send.

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Lets create one, then. Head to your Admin Area.

Now, under MANAGEMENT, press the Surveys option. Youll see the big Create New button on the center of the screen. Click it.

The first screen will let you decide some simple settings. Cruise around the options and then hit the Next button at the bottom.

Now youll be able to start composing the actual questions. Hit the New question button.

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Simply write down your question on the text box and decide what type of answer the customer will be able to provide.

If you decide to use the List of Choices option, then you obviously will need to set those choices as well. Try it. Press the Add Option button.

Now add your options, as many as you like, and keep clicking Add.

When youre done, dont forget to click the Active checkbox, so that those questions get included in the survey. And thats it, the survey is ready to go.

Know More: To find out everything about BeAnywhere Surveys, you can find a step-by-step chapter in BeAnywhere User Guide. Just visit www.beanywhere.com to get full access to our solution and all the related information.

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