Cobrowse with a Customer from an Incident Workspace

This topic describes how to use Co-browse to assist a customer while working on an incident.

With Co-browse, you can guide a customer through a web page using your mouse or other pointing device to demonstrate actions. In effect, you take control of the customer’s web browser to show the customer how to complete an action. Co-browse helps eliminate the confusion that can arise when giving verbal instructions and is effective for assisting customers in filling out forms or completing a sale.

Note: Co-browse must be enabled before you can begin a session with a customer. In addition, you can engage in only one co-browse session at a time.

While speaking with a customer on the telephone, direct the customer to the location of the co-browse link on your customer portal and instruct the customer to click it. A message notification opens and provides the customer with an access code number.
With the customer’s incident open, click the Co-browse tab.
The co-browse login page displays and your B2C Service login name appears in the Agent Name field.
Ask the customer for the secure session ID number and enter it in the Access Code field.

Click Connect. The co-browse toolbar displays and the co-browse session begins.

Your viewing and co-browsing options are limited depending on how your company has set up the Co-browse deployment. Privacy settings can differ when you co-browse in Instant Co-browse mode or Advanced Co-browse mode. Your company’s Co-browse administrator configures the privacy settings.

Co-browse Toolbar

Button/Field	Description
Mode	Click this drop-down list to select an advanced co-browse state, which specifies how much control you have over the customer’s desktop.
View Only	Select to view the customer’s active window. This option is selected by default in Advanced Co-browse mode.
View + Pointer	Select to view the customer’s active window and use a labeled mouse as a pointing device on the customer’s screen. With this option selected, mouse-click functionality does not work on the customer’s active window. This option is selected by default in Instant Co-browse mode.
View + True Pointer	Select to view the customer’s active window and control the movement of the customer’s mouse or other pointing device. This option is only available when co-browsing in Advanced Co-browse mode. With this option selected, mouse-click functionality does not work on the customer’s desktop.
Full Control	Select to view the customer’s active window, control all mouse or other pointing device functions (pointer and mouse clicks), go to other company web pages, and use your keyboard to enter information on the customer’s active window (for instance, to help the customer fill out a form). The customer receives a consent message to permit or deny full control. In Advanced Co-browse mode, you can access the customer’s desktop and co-browse third party sites.
Advanced Mode	Select to escalate to the Advanced Co-browse mode. An invitation is sent to the customer to activate Advanced Co-browse mode.
Client Info	Displays the customer’s environment information for operating system, browser version, client version, and escalation mode.
Disconnect	Click this button to end the co-browse session.
True View	True View is enabled by default and lets you view the customer’s desktop exactly as it is seen by the customer when in Instant Co-browse mode. Click to turn True View off in situations where the customer’s settings prevent you from navigating efficiently.
Zoom In	Click to zoom in on the customer’s desktop. This button is available only in Advanced Co-browse mode.
Zoom Out	Click to zoom out on the customer’s desktop. This button is available only in Advanced Co-browse mode.
Annotations	Click to make comments on the customer's window. Select one of the displayed suggested colors, or click the last color option to open a color picker where you can select any color. Select the line width for your annotations. Any comments you make are cleared from the window when you click Annotations again, or when the customer scrolls the page, resizes the browser window, or leaves the page. Note: Comments are only visible to you and the customer. If another agent is joined in the co-browsing session, comments you make are not visible to that agent.

Click Disconnect to end the co-browse session. Both you and the customer are notified when the co-browse session ends. The customer can also disconnect from the co-browse session at any time.

Note: Although co-browse information is not recorded to the incident transcript, it is recorded to the knowledge base and can be viewed using standard co-browse reports.