Skip to main content

ScreenMeet Remote Support Tool for Dynamics 365 Customer Service



I met Lou Guercia when he was president and CEO of Scribe Software, the leading CRM integration tool.  Scribe was acquired by TIBCO Software in 2018.  I recently reconnected with Lou and learned about ScreenMeet, the company he joined as chief operating officer.   The following is a description of the product provided by ScreenMeet:

ScreenMeet is a cloud-based remote support tool designed to integrate with Dynamics 365 Customer Service. By enabling customer service and IT support organizations to address critical technical issues directly from their CRM or ticketing platform, it streamlines the process and provides a fully browser-based support experience.

You can also use ScreenMeet with other CRM products or even on its own without a CRM.

Here is a short video demo of ScreenMeet with Dynamics integration:


ScreenMeet - Cloud-based Remote Support Integrated with Dynamics 365 Customer Support

Once integrated with a Dynamics 365 CS organization, the ScreenMeet widget appears on Case pages. It allows you to create and launch remote support sessions from the same location as the support agent’s CRM and ticketing platform. In addition, ScreenMeet captures a robust set of data from support sessions and stores it within the Dynamics Case object for use with auditing & analytics to improve support processes and self service initiatives.


ScreenMeet is 100% browser-based for the agent; after the end user connects to the session, the agent is prompted to join via a new tab. The following screen capture is of the viewer window with the associate suite of support tools:


These tools enable the support agent to solve the end user’s issue quickly and effectively. Some key features include:

     Cross-platform support from all modern browsers
     Permission-based escalation of agent privileges
     Local and domain-level Windows admin (UAC) escalation
     Windows and Mac tools & shortcuts
     Multi-agent URL invites
     Bidirectional file transfer
     Remote clipboard
     Reboot and reconnect
     Low bandwidth mode

The above is an example of one key feature, the Windows Tools menu, which agents can use to perform actions on the end user device directly. It also has a built-in search functionality, so you can find the relevant shortcut and execute it without digging through the UI or the end user’s system.

ScreenMeet Cobrowse and Dynamics Omni-Channel

Screenmeet also offers a no-download solution for ecommerce and B2B browser-based support use cases. It will enable you to guide your end user through site navigation - for example, completing purchases from the shopping cart. Cobrowse sessions can be launched from the Dynamics Omni-Channel workflow.


Once connected, the agent can guide the end user through site navigation similarly to the support solution--all from the browser!

Support Sessions: Records and Reports

After a support agent creates and completes a session, a new record is generated. This record tracks agent/user connection and disconnection, all mid-session actions taken by the agent via the ScreenMeet support tool suite and the system info retrieved from the end user’s device.


In turn, this data can be leveraged to create reports using Dynamics’ native reporting features to gain insights on key benchmarks--session activity by month, for example:

Conclusion

Combined with the Dynamics 365 Customer Service, ScreenMeet provides an integrated support and ticketing solution with a similar, case-based workflow. Feel free to trial ScreenMeet Remote Support on AppSource.

You can learn more about ScreenMeet’s solution and capabilities at a webinar on January 28th at 11:00am PST. Link to webinar registration available here.

Popular posts from this blog

The DATA Act Driving Grant Management Automation

The Digital Accountability and Transparency Act enacted in May 2014 calls for making spending data available in open, standardized formats to be published online.  It is a continuation of transparency initiatives and lessons learned with experiences such as grants.gov, the 2009 economic stimulus under the Recovery Act and the spending site USASpending.gov.

Government grantees will have significant new administrative responsibilities.  Many organizations that were tracking grants in spreadsheets or documents will have to adopt more sophisticated automated grant management systems such as Microsoft Grants Manager to keep up with reporting rules.

For profit companies will lose some privacy as a result of this law.  Grant recipients will be required to disclose information including officer salaries.

Continued improvements to publishing grant opportunities such as grants.gov may make it easier to find grants. These reforms together are designed to improve the effectiveness of grant prog…

Dynamics 365 for Government Contractors (GovCon) Frequently Asked Questions (FAQ)

One of InfoStrat's most popular solutions is Dynamics 365 for Government Contractors (GovCon).



Here are some answers to frequently asked question on this solution:
Can I add new fields to the solution?  -- Yes, the solution is fully customizable and you can add your own new fields to any form, view or report.Does Dynamics 365 for GovCon work on mobile devices?  -- Yes, Microsoft offers mobile apps for all the most popular platforms including iPhone, iPad, and Android phone and tablets.Does Dynamics 365 connect with bid data systems such as Deltek and Onvia?  -- Some information services, such as Onvia, offer integration with Dynamics 365.  Others require third party solutions such as the InfoStrat integration with Deltek GovWin IQ.What do customers typically customize for their unique requirements? -- Not all contractors follow the same steps in the capture process.  Most clients will tailor the business process to add or remove steps in order to match their sales methodology.  Of…

Microsoft Dynamics 365 for Community Business Development

Local governments agencies such as the Office of the Deputy Mayor for Planning and Economic Development in my hometown of Washington, DC, - work on behalf of residents to improve living conditions, create economic opportunities and jobs by attracting businesses and helping businesses thrive. A customer relationship management system is key to work in community business development.  If you are a Microsoft customer, which apps in Dynamics 365 should you use for business development?
Core functions - All the Dynamics 365 modules track accounts (companies) and contacts (individuals) as well as activities such as phone calls, emails, letters, and meetings. Sales - Dynamics 365 for Sales provides the ability to track opportunities to attract startup businesses or businesses that are relocating from another area. Sales includes functions for qualify opportunities and working through all the steps in your workflow through a successful win.  You can ascribe dollars to opportunities as well as…