Introduction

Field users often require support from office users when using Trimble hardware on a site. Remote Assistant lets you view and take control of an operator’s device screen at the jobsite from your office, which is extremely handy during training and support. From WorksManager, you can remotely access, see, and control field systems on a device.

WorksManager supports remote access for: 

• Trimble Earthworks

• Legacy machine control (CB460) devices running GCS900 v13.7 & above, and connected to SNM941 running v1.11 & above

• Windows data collectors running Siteworks v1.3 and above  

Remote assistant capabilities

With Remote Assistant in WorksManager, you can:

• Request permission and access a remote surveyor's screen through the technicians web page to view it through the Remote Assistance web service without having to remember the web page’s Password. Being authenticated through TCC/TWM gives you access to the device without the need to remember a second password. The surveyor does not need to initiate the request, so you can view their screens without their assistance. You do not have to install a separate service on Siteworks/Earthworks.

Note:  Devices configured for remote access can show a surveyor's user interface without prior permission. Surveyors are, however, visually notified when someone from the office has remotely accessed their device.

• Take control of a display box and make changes so the surveyor does not have to do the navigation. 

• See the history of your remote connections and changes to settings for each machine so you can analyze how much and what kind of support surveyors have needed.

• Get alerts when surveyors are requesting help so you can assist them more quickly.

• Message and chat with the surveyor during the support session so you can collaborate without having to make a phone call.

• See support phone calls so that you do not have to be on the phone to work through issues.

• Access field devices in low connectivity environments so that cellular signal strength does not block your ability to help a surveyor. Remote Assistant also has fast connection times so you can quickly diagnose and resolve support issues.

• Manage files on the remote device as you can in a desktop/file system.

As a value-added reseller or dealer, you can also:

• Support your applications through the same Remote Assistant workflow so you do not have to learn multiple tools to do the same thing.

• Support your customers without accessing their files, enabling you to respond to their needs more quickly. 

Allow support staff to support your customers simply and easily so that you can maximize efficiency.  

Next topic: Assist a Crew Remotely from WorksManager