The Path View tab of the Session screen will generally be visible, unless you have connected to a device without a Path/Article or are running a Path in the Guided Paths for Windows application.


This section contains the following information and functions:

  • Path View button (1): Name of the Path or Article you are currently working on, such as Set up a Wireless Printer for Mac.
  • Remote View (2): Name of the connection you have with the consumer device (such as Android® Connection). Clicking this tab opens the Remote View tab. See Remote View.
  • Pop Out Button (3): Clicking the Pop Out button opens the Path View tab of the Session screen in a pop-up browser window. When the Path View is popped out, clicking the Pop In button next to the Path/Article name returns the Path View tab to the main Session screen.
  • Change Path/Article (4): Clicking the Change Path/Article button opens the Switch Activity popup, which allows you to abort the current Path/Article and select a different Path/Article.
  • Chat (5): Clicking Chat expands and collapses the Chat tab, which allows you to exchange messages with the consumer. See Chat.
  • Steps List (6): Each Step in the currently selected Path or Article appears in a vertical list on the left side of the Path View section. In general, it is recommended that you proceed through the Steps in the order they appear; however, Support.com Cloud gives you complete discretion to navigate through the Path/Article in any order you see fit, so that you may adapt the session to suit each consumer’s individual needs.

    Each Step in this list includes an icon that displays the status of that Step. The available statuses are:
  • Blank circle: The Step has not yet been accessed, or you have not yet performed any Actions in this Step.
  • Yellow exclamation point: The Step has been accessed and some action taken, but the Step has not been completed.
  • Checkmark: You have marked the status of this Step as Complete (see below).
  • Selecting a Step opens that Step for viewing on the right side of the Path View section. You can also:
  • Mark a Step as Complete by either clicking the Complete button (checkmark) for that Step in the list or by clicking the Completed button at the bottom of that Step. Marking a Step automatically advances to the next Step in the Path.
  • Mark a Step as Not Applicable by clicking the na icon for that Step in the list or by clicking the Not Applicable button at the bottom of that Step. Marking a Step automatically advances to the next Step in the Path.
  • Use a Decision Point by selecting the most appropriate Answer to go to that Step directly.
  • Path View button (7): Clicking this button opens a graphical preview of the Path including any Decision Points. Clicking the Close icon (X) at the top right of the popup closes the window.

  • Step (7): Each Step contains the following information and functions:
  • Name: Name of the Step.
  • Current status of the Step: Support.com Cloud will list the status of each Step in the Path as Incomplete until you mark them either Completed (you completed the applicable Action or Actions in that Step) or Not Applicable (the Step does not apply to this particular session). Exiting a session with one or more Incomplete steps triggers a warning popup. Check the appropriate radio button to mark the Step status. If you make a mistake, simply check the other radio button.
  • Decision Point: Support.com Cloud will display a Question and the Answers that have been configured for that Question. Selecting the most appropriate Answer takes you to the specified Step in the Path for that Answer. For example, if the Question is "Does the drive have a USB or Ethernet connection?" then the Step you see will depend on whether you select USB or Ethernet.

  • Path Done button (9): Clicking this button allows you to resolve the current Path without having to manually review each Step. See Path Resolved Function (opens a new article).
  • Step Status button (10): Clicking the appropriate button marks the current Step as Completed or Not Applicable.

Note: In general, you should make sure to mark each Step in every Path you use as either Completed or Not Applicable. This helps ensure that you have been thorough and diligent in assisting consumers, because you have taken the time to at least look at every Step in the Path.