Citrix GoToAssist Corporate 9.0. Reviewer s Guide. Featuring the New Addition of. Mac Support

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1 Citrix GoToAssist Corporate 9.0 Reviewer s Guide Featuring the New Addition of Mac Support Contents About This Guide...1 Reviewer s Roadmap...1 GoToAssist Corporate Remote Support Made Easy...2 Key Benefits of GoToAssist Corporate Feature Enhancements in Version Mac Support...4 Multi-Monitor Navigation...5 On-Screen Chat...7 Reboot / Auto-Reconnect...8 GoToAssist Corporate Technical Information...9 System Requirements...9 Security Information...9 Purchasing GoToAssist Corporate...11 Choosing the Right Product: GoToAssist Corporate or GoToAssist Express?...11 Subscription Model...12 Media Contacts...13

2 About This Guide Thank you for evaluating Citrix GoToAssist Corporate 9.0. This guide is designed to introduce you to the new functionality added to GoToAssist Corporate in version 9.0. For a comprehensive overview of all the features of GoToAssist Corporate, please refer to our product brochure and Web site. Reviewer s Roadmap We suggest you start your evaluation of GoToAssist Corporate 9.0 by setting up two computers at your desk so you can see both the support representative s and the customer s experience with GoToAssist Corporate at the same time. Or, set yourself up as a representative and try using GoToAssist Corporate with a few co-workers, friends or family members. Using the Screen Sharing feature they can then let you see what they see on their screens as well. For specific information about activating your complimentary administrator account, please speak with your Citrix Online contact. Once you have received your activation information, we recommend that you follow these steps for reviewing GoToAssist Corporate: 1. On a PC, download and log in to GoToAssist Corporate HelpAlert as a representative. 2. Start a Screen Sharing session. 3. On the second PC or Mac computer join the Screen Sharing session. 4. Using GoToAssist Corporate, remotely control the desktop of the second PC or Mac to evaluate the features and benefits of GoToAssist Corporate. 5. Log in to the GoToAssist Corporate Management Center to review the advanced Management features Citrix Online, LLC. All rights reserved. 1

3 GoToAssist Corporate Remote Support Made Easy GoToAssist advanced screen-sharing technology enables users to provide fast, easy and secure remote-support services to customers and employees outside of their firewall. Instead of trying to blindly solve technical issues over the phone, support centers, professional services teams and IT help desks can use GoToAssist Corporate to remotely control client computers to fix problems, or use reverse screen sharing to demonstrate solutions. This reduces incidenthandling times and support costs while significantly increasing customer satisfaction. GoToAssist Corporate includes advanced administration, reporting and other management tools and seamlessly integrates with a company s existing support environment. Designed for the enterprise, GoToAssist Corporate provides companies an easy way to centrally administer multiple teams of support representatives, implementation engineers and IT technicians. GoToAssist Corporate can also be customized to meet the unique needs of our clients. Note: GoToAssist Express, the latest addition to the GoToAssist product line, has recently launched and is currently available for purchase online. This solution is perfect for individual support providers who do not require corporate administration and management features. For more information about the differences between products, refer to the Choosing the Right Product section in this guide. GoToAssist Corporate can be used by a wide variety of support organizations to satisfy the needs of their customers while increasing productivity and lowering costs. Support Centers can increase customer satisfaction and first-contact resolution while reducing costs and employee attrition. Professional Services Teams can reduce travel expenses while increasing billable hours, utilization and profits. IT Help Desks can diagnose and resolve issues faster, for both internal and remote customers. Overall Benefits Instantly connect with customers to resolve technical issues Reduce call times and escalations Support both PC and Mac users Easily manage, monitor and report on service levels Maximize support team efficiency Avoid the financial and environmental costs of travel 2009 Citrix Online, LLC. All rights reserved. 2

4 Key Benefits of GoToAssist Corporate 9.0 In the latest version of GoToAssist Corporate, we ve added support for Mac computers so that Support Centers, Professional Services Teams and IT Help Desks can expand the reach of the service they offer to the growing community of Mac users. With Mac Support, technicians can quickly connect into a screen-sharing session with an end user s Mac computer to diagnose and resolve issues. We have also added improved screen-sharing capability for computers running multiple monitors a trend that is fast becoming the norm for computer users in businesses large and small. With enhanced Multi-Monitor Navigation, the technician will be presented with a visual map of the monitors configured on a particular system. Using this map and on-screen navigation buttons, the technician can easily move between each of the monitors as well as get a snapshot of what applications are displayed. Companies providing remote support to both customers and internal end users often look to onscreen chat solutions to provide a way to instantly communicate and allow multi-tasking of technicians who are often burdened with managing several issues at any given time. With the enhancements made to GoToAssist Corporate On-Screen Chat representatives and technicians can communicate more effectively with the persons they are assisting. Improvements such as date/time stamps, typing notifications, message alerts and basic diagnostic details not only assist the representative while in session, but provide useful historical data, as these new details are also stored in the chat transcripts which are saved with each session recording. Recently a new trend has emerged in the remote delivery of services and implementations. These services often require longer screen-sharing sessions, which may require the end user s computer to be restarted more than once. The latest version of GoToAssist Corporate offers a seamless way to manage these restarts and allow technicians to be reconnected back into session automatically with the computer they are working on. Using this improved Reboot / Auto-Reconnect functionality, the end user can securely and privately enter their Windows credentials so the technician will automatically regain access. Once restarted, the computer can be brought back into full Windows mode, or even rebooted into Safe Mode. GoToAssist Corporate s security features always give the end users the ultimate control, however, as they may terminate a session at any point in time, should they need to Citrix Online, LLC. All rights reserved. 3

5 Feature Enhancements in Version 9.0 Mac Support GoToAssist Corporate now enables support representatives to help Mac as well as PC users. Since most support operations are PC-based, we ve bridged the gap between a support provider s PC and an end user s Mac. Key Benefit: Support providers can reach a whole new set of customers who are Mac users. How It Works: Mac users can join GoToAssist Corporate remote-support sessions just like PC users, such as by calling in and receiving a connection code from a support rep or entering a support request on a Web portal. Then, with the customer s permission, the support rep can view and control the customer s Mac screen and chat with him or her online to resolve the issue. They can even handle multi-monitor Mac setups. There is no special button to push to support Mac users the GoToAssist Corporate software automatically detects the Mac environment and adjusts accordingly. Mac Support also enables Mac end users to benefit from GoToAssist Corporate s unique team collaboration capability, as support providers can as easily collaborate on and transfer Mac sessions as PC sessions. Plus, Mac Support works with our advanced administration features such as Manager Silent Monitoring and Session Recording. Note: Support reps must use a PC to support Mac computers. Some features are not currently available for use with the Mac platform, including Reverse Screen Sharing, File Transfer, Annotation Tools, Reboot/Reconnect and Remote Diagnostics. Also, Log In as Admin does not apply Citrix Online, LLC. All rights reserved. 4

6 Multi-Monitor Navigation GoToAssist Corporate 9.0 makes it super easy for support representatives to navigate around their customers multi-monitor setups, which are becoming increasingly common. Key Benefit: Support providers can quickly toggle between their customers screens to resolve issues faster. How It Works: First, at the start of a screen-sharing session GoToAssist Corporate gives technicians a dialog that shows the end user s multi-monitor setup and lists available hot keys that can be used for navigation. During the session, arrows appear at the edges of the screen to show the technician where to go to see the screens of the customer s other monitors Citrix Online, LLC. All rights reserved. 5

7 Plus, throughout the session the technician can always access a mini-map with thumbnail views of all the customer s screens at once Citrix Online, LLC. All rights reserved. 6

8 On-Screen Chat The GoToAssist Corporate Chat feature allows support reps to keep in contact with the people they are helping without having to stay on the phone the whole time. Our latest enhancements to the Chat Box make it easier to keep track of the conversation. Key Benefit: Better communication with customers leads to better customer satisfaction ratings, loyalty and retention. How It Works: When you re working with more than one customer at a time, it s tough to keep your eye on multiple chats. Now, the Chat icon blinks whenever a new chat message arrives, and the customer tabs change color to show that a set amount of time has elapsed between chat messages (you can configure the timing yourself). When you mouse over the chat text, a bubble will appear showing exactly how much time has passed since your last chat response. Also, both the customer and the support provider will see a message ( X Person is typing ) when the other person is typing, so they ll know whenever there s a chat on its way. Finally, we ve added more session details to the chat box, so the technician can see more specs at a glance Citrix Online, LLC. All rights reserved. 7

9 Reboot / Auto-Reconnect Doing a single reboot during a short remote support session is no big deal you just tell the customer to do it and stop screen sharing while they re-enter their password. But what if you need to reboot several times? Or what if the customer needs to walk away from their computer (or go home for the night!) while you re still working on it, and you know you re going to have to reboot? You can t just ask them for their password that s a security breach! GoToAssist Corporate 9.0 has the solution. Key Benefit: Password privacy protection built into GoToAssist Corporate enables support providers to reboot and reconnect to customer computers on their own, without compromising their customers security. How It Works: The support representative sends a dialog box to the end user requesting their log-in credentials. However, the support rep never SEES the credentials instead, once the end user types them in (which the rep sees as dots instead of characters) they are stored privately on the end user s PC. That s right, on the end user s PC, not on the support rep s PC and not on the GoToAssist Corporate server. The credentials can then be securely accessed whenever a reboot/reconnect is needed during the session, without the end user having to do anything. The customer s credentials are saved for the duration of the session, and no longer. Note: Reboot / Auto-Reconnect is currently unavailable for use on the Mac platform Citrix Online, LLC. All rights reserved. 8

10 GoToAssist Corporate Technical Information System Requirements To run a GoToAssist Corporate support session, your representatives need: Windows 2000, XP or Vista The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server A stable 56k or better Internet connection (recommended) Minimum of Pentium 300 with 64 MB of RAM (recommended) Monitor resolution set to highest possible setting, 1024 X 768 or greater (recommended) 17-inch monitor or larger (recommended) To join a GoToAssist Corporate support session, your customer needs: Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later or Safari 3.0 or newer The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server 28.8Kbps or greater Internet connection (56K recommended) Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0, XP or Vista (recommended) Security Information GoToAssist Corporate applies stringent security measures to ensure that all confidential information remains private. Our solution can even be used confidently in environments that must comply with HIPAA and GLB regulations. End-to-End Encryption GoToAssist Corporate's secure communication architecture uses industry-standard Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption, the same used by online banking programs. GoToAssist Corporate encrypts session data end to end and, unlike other remote-support products, GoToAssist Corporate security can never be turned off. No unencrypted data is ever stored on our servers. SRP Protocol End-to-end authentication is accomplished using the Secure Remote Password (SRP) protocol. SRP is resilient against a wide variety of attacks, including both passive eavesdropping and active password cracking Citrix Online, LLC. All rights reserved. 9

11 Certicom Security All cryptographic functions and security protocols employed by GoToAssist Corporate client endpoint software are implemented using state-of-the-art Certicom Security Builder libraries for assurance and high performance. Firewall Compatibility By automatically adjusting the local network conditions, using only outbound connections and choosing a port that is already open in most firewalls and proxies, GoToAssist Corporate provides a high degree of compatibility with existing network security measures. Unlike some other products, GoToAssist Corporate does not require companies to disable existing network perimeter security controls to allow online support session communication Citrix Online, LLC. All rights reserved. 10

12 Purchasing GoToAssist Corporate Choosing the Right Product: GoToAssist Corporate or GoToAssist Express? GoToAssist Corporate is considered the premium remote-support service available. We were the first to launch a clientless remote-support product and have the most comprehensive feature set available. With the launch of GoToAssist Express, Citrix Online now offers comprehensive remote support for any size business. Why did Citrix Online decide to make GoToAssist Express when we already have GoToAssist Corporate, a well-established and successful product that s been serving the remote-support market for years now? GoToAssist Express fills an important business need for individual professionals and small businesses who travel to conduct customer support. These individuals don t need the team collaboration and administration features that GoToAssist Corporate provides, but they do need easy-to-use remote-support functions. Type of user Feature needs Company needs Purchasing needs GoToAssist Express -Individual support provider in any type of business -Software consultant -Accounting tech consultant -IT support for small business -Computer guru / consumer -Single-user feature set -Unattended Support (work while customers are away from their computers) -Basic, single-user reporting -Log in and start sessions from any Web-browser -Free trial period -Self-service setup -Online purchase and account management GoToAssist Corporate -Multi-agent support team -Call center -Consulting firm -IT help desk -Professional services manager -Comprehensive feature set -Team Collaboration -Session Transfer -Customer Surveys -Session Recording -Centralized administration -Advanced, multi-agent reporting -Log in and start sessions from locally installed software -Monitoring tools -Online support queue -Branded Web site -Integration and customization -Multi-language localization -Many payment options, including purchase order -Dedicated account manager -Customized account options 2009 Citrix Online, LLC. All rights reserved. 11

13 Subscription Model GoToAssist Corporate is sold per support representative or named authorized user. Each subscription provides unlimited use for the term of the contract. Customized plans and payment options are available based on account size and special needs. All GoToAssist Corporate accounts include: Branded customer entry site Online Management Center Customized training sessions Best Practices Resource Center 24/7 customer support 2009 Citrix Online, LLC. All rights reserved. 12

14 Media Contacts Jin Woo Access Communications for Citrix Online Phone: Cell: Ann Bailey, Sr. Manager, Public Relations Phone: About Citrix Online Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone. Whether using GoToMyPC to access and work on a remote PC, GoToAssist to support customers, GoToMeeting to hold online meetings or GoToWebinar for large online events, our customers are increasing productivity, decreasing travel costs and improving sales, training and service on a global basis. We have more than 35,000 small and medium-sized businesses using our products, and hundreds of thousands of individual professionals as customers. A division of Citrix Systems, Inc. (Nasdaq: CTXS), the company is based in Santa Barbara, California, with satellite offices and data centers throughout the world. For more information, visit or call Citrix Online, LLC. All rights reserved. 13