You can connect to an iOS 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 host iOS 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 user.
    remotehelp,connection,console,establish,ios,download,app
    • The console indicates that a text message has been sent to the user from Customer Support.
    • The message requests that the end user download the VMware RemoteHelp application by tapping on the App Store link provided.
  3. Select the Install App from App Store step and direct the user to install the VMware RemoteHelp app.
    remotehelp,connection,console,establish,ios,download,app
  4. Select the Device Enrollment step and direct the user to accept the Privacy Prompt by selecting I Understand on their iOS 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 phase 2, Waiting for device connection, the user is asked to enable broadcast streaming on their iOS device.
  5. Start Screen Broadcast.
    1. Direct the user to select Share your screen when prompted.
    2. Direct the user to select VMware RemoteHelp when prompted.
    3. Direct the user to select Start Broadcast when prompted.
    4. Finally, direct the user to dismiss the window by tapping anywhere on the screen.
    The remaining 2 phases of the connection sequence conclude.
  6. The VMware RemoteHelp console displays a PIN number. 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 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. Inquire what the issue is that the user is experiencing and describe to the user the steps they must take to apply the remedy to their own device.
  8. Once the remedy is complete, select the disconnect button () in the toolbar to terminate the session.