This article describes the following elements of the® Cloud application:

Guided Paths/Support Articles

The core functionality of Cloud is built around Guided Paths and Support Articles:

Categories (1) can act as containers for Subcategories (2) and/or Paths/Articles (3), and each Path or Article is associated with one or more Categories.® Cloud gives you complete freedom to create Categories to best suit your business needs. For example, you can create Categories by:

  • Device type, such as Windows®, Mac®, Android®, or iOS.
  • Function, such as Onboarding, Configuration, Optimization, or Repair.
  • Department, such as Human Resources or Marketing.
  • Client, such as a device manufacturer or cellular carrier.
  • Some combination, such as Human Resources Onboarding.

Note: Nested Categories (Categories and Subcategories) allow further organization. For example, you could create a Category called Human Resources and then have Subcategories for Onboarding, Training, and Offboarding. The Training Subcategory can have its own Subcategories, such as Ergonomics or Product Knowledge.

Every Path/Article consists of a series of Steps (4) and Actions (5) that guide an Agent through a complete “best practice” workflow designed to solve a specific consumer problem and answer consumer questions. Guided Paths and Support Articles are typically designed to be followed from beginning to end; however, a Path/Article is not a script, and Agents have the freedom to skip back and forth between Steps and to omit Steps based on the unique circumstances of each consumer interaction.

The following types of Steps are available within Cloud:

  • Step with a single Guide. A Guide is a single page of HTML-based content. Cloud includes an assortment of pre-built Guides, and you can also create your own.
  • Step with a single Solution. Solutions are a pre-built pack of common technical support tools, such as checking for antivirus software or configuring WiFi networks, Cloud includes many powerful Solutions for Windows, Android, and iOS devices. At this time, Cloud does not support the creation of custom Solutions.
  • Step with one or more Shortcuts and/or Tools. Shortcuts are functions for automatically launching applications and utilities on a consumer’s device. Tools provide the ability to download and execute applications used for support. Shortcuts and Tools are currently available for Windows devices only. Cloud includes a set of pre-built Shortcuts and Tools, and you can also create your own.

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Remote Connectivity

In addition to the core Guided Path/Support Article capabilities, Cloud also includes remote connection support that allows Agents to connect directly to consumer devices, including desktops, laptops, and mobile devices. The level of control that is provided to Agents for each type of device depends on the specific platform because of the inherent differences and capabilities of operating systems. As of the publication date of this article, the remote connection capabilities are:

  • Windows: Cloud supports full remote control (keyboard and mouse) for Windows devices, including support for multiple monitors. Agents can run Guided Paths directly on the consumer’s computer using the built-in Guided Paths for Windows application (see Guided Paths for Windows Application; opens a new article), push URL, execute command-line commands, send Start and [CTRL]+[ALT]+[DEL] commands, and more. When connected to a Windows device:
    • Paths that consist of only Guides will run in the Agent-facing mode, where the Agent views the content and relays information and/or instructions to the consumer.

    • Paths that contain Solutions, Shortcuts, and/or Tools can only be run in the Guided Paths for Windows application; the Agent cannot see what the consumer is doing.

  • Android: Cloud supports remote access to Android devices using the Connect Android application, including device diagnostics, WiFi network configuration, application management, push URL, email account setup, and more. Agents can also co-browse web pages with consumers on all Android devices except those running Android version 2.3.
  • Macintosh: Cloud supports full keyboard and mouse remote control for Mac OSX devices, zoom control, and push URL.
  • iOS: Cloud supports remote access to iOS devices using the Connect application, including device diagnostics, WiFI network configuration, email account setup, and push URL. Agents can also co-browse web pages with consumers.

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Roles Cloud includes the following user roles:

  • Agent: Agents help consumers by running Guided Paths, Support Articles, and/or Remote Connections in the context of a Session, as described in the Agent Navigator articles. Agents do not have access to any of the Designer, Analytics or Administration functions.
  • Supervisor: Supervisors can monitor sessions that are either open and assigned to specific Agents or unassigned. If session transfer functionality is enabled (see Configuring Session Transfer Options; opens a new article), then Supervisors can see Agent availability and Skill information and transfer (assign) sessions directly to those Agents and/or Skills, if they are available (see Availability; opens a new article). Supervisors do not have access to any of the Designer, Analytics or Administration functions
  • Content Designer: As the name implies, users with this role can create, edit, and delete Paths, Articles, Steps, and Actions, as described in the Designer articles. A user with this role cannot assist consumers, nor can they access the Analytics or Administration functions.
  • Analytics: A user with this role can access the Analytics dashboards, as described in the Analytics articles. They cannot access the Navigator, Designer, or Administration functions.
  • Administrator: A user with this role can access the Administration functionality, as described in the Administration articles. This role also has access to the Navigator and Designer functions, but does not have access to the Analytics functions.

Note: A user can have multiple roles. For example, you can assign both the Agent and Designer roles to a single user.

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