You can connect to an Android device and start a VMware RemoteHelp (Standard and Plus) session easily by taking the following steps.

Procedure

  1. Using your CRM application, initiate a connection by entering the phone number of the user's Android device.
    • The VMware RemoteHelp console appears in a new tab of your browser.
  2. The VMware RemoteHelp console displays the Download Application step with each substep as a bullet. Select each individual bullet to display details about the step to guide the host device end user.
    remotehelp,connection,console,establish,android,download,app
    • The console indicates that a text message has been sent to the user from Customer Support.
    • The message requests that the user download the VMware RemoteHelp application by tapping on the Play Store link provided.
  3. Select the Install App from Play Store step and direct the user to install the VMware RemoteHelp app.
    remotehelp,connection,console,establish,android,download,app
  4. Select the Device Enrollment step and direct the user to accept the Privacy Prompt by selecting I Understand on their Android device. Once they do, the device is enrolled into VMware RemoteHelp automatically.
    • The VMware RemoteHelp console displays Connection initiating... followed by Connection initiated successfully.

      remotehelp,connection,sequence,pin,prompt

    • The VMware RemoteHelp console displays the 4 phase connection sequence. At the conclusion of phase 2, Waiting for device connection, a PIN appears in your console.
  5. Communicate this PIN to the user and direct them to enter it into the PIN Prompt that appears and select Accept on their device.
    The remaining 2 phases of the connection sequence conclude and the VMware RemoteHelp console displays a preview of the fully connected host device.
  6. Direct the user to select Start Now on their device to begin streaming.
    The host device fully connects to a Remote View (read only) session, revealing the full VMware RemoteHelp console featuring the Client Tools toolbar at the top and the Device Summary panel to the right.
  7. Request the user to allow VMware RemoteHelp to Draw over other apps.
    This option enables VMware RemoteHelp to draw the "halo" around the screen which provides the user with a persistent notification that a session is active. This option also enables the "flotilla" icon during the active session which gives the user the power to pause and end the active session at any time.
  8. Inquire what the issue is that the user is experiencing.
    Only VMware RemoteHelp Plus connections to Android devices give you the option to control the device remotely. You must decide whether you want to provide customer service by...
    • ...directing the user to service their own device – describe to the user the steps they must take to service their own device. This can be useful if the remedy is easy to find or perform. If this is your choice, then you need to take no other step since you can already see what the user sees. Direct the user to the path that applies the remedy. Once the remedy is complete, you can disconnect the session. Proceed no further in this task.
    • ...taking control of the device – this can be useful if there are "deep dive" configurations to make on the device that are too intricate and would take too long to describe to the user. Proceed to the next step to elevate the Remote View (read only) session to a Remote Control (write) session.
  9. Optional for VMware RemoteHelp Plus customers only: Elevate the session to Remote Control – Select the Remote View icon () in the toolbar, then select the Remote Control option ().
    The host device user receives a permission prompt asking them if they want to grant access to control their device for this session. They can select Deny or Allow.
  10. If the user selects Allow, they are taken to the Google Play Store entry for the Assist Service Workspace ONE app specific to their Android model. This is the app that enables remote control on the device.
  11. Direct the user to select Install.
    Once the app installs, you can now control the host device. Take the necessary steps to provide customer service for the user by applying the remedy to the connected host device.
  12. Once the remedy is complete, select the disconnect button () in the toolbar to terminate the session.
    The user is asked if they want to uninstall both the Assist Service and RemoteHelp apps.