On occasion, technicians working on complex issues need assistance from other technicians who are specialists in that particular field. However, when these specialists aren't in the technician’s organization, they need to become a member before joining a session.
Do you need to collaborate with professionals in your remote assistance sessions even if they're not a part of your organization? You can invite them as a guest technician in an instant.
Who is a guest technician?
A guest technician is someone who joins a remote assistance session with a unique invite sent during that session. Professionals and experts who belong to other organizations, or freelance technicians who don't belong to any organization, can briefly join a session using this invite.
What can a guest technician do?
Just like any other technician of the organization, the guest technician can use most of the features available in the session and do these following actions in a session.
See a customer's issue in real time
As soon as the guest technician joins the session, they can view the customer's live camera stream with the flexibility to zoom in and even freeze the live stream to take a better look at the customer's issue.
Collaborate via VoIP, chat, and annotations
Zoho Lens provides a dynamic collaboration ecosystem for a guest technician. With VoIP and chat, they can engage in real-time discussion and clarify doubts for better understanding. By using annotations, they can provide visual feedback and streamline communication and review processes.
Get contextual data with OCR and QR scan
Guest technicians can retrieve product information on the run with built-in OCR recognition and QR scanning technologies. It helps them scan instruction manuals, product labels, and other documents they can use to familiarize themselves with the product and solve the issue with ease.
Because guest technicians aren't part of your organization, they won't have access to your organization files, such as notes, snapshots, and recordings. This extends to the remote assistance session, where the guest technician will not be able to view notes or take snapshots or recordings during the session.
Industrial use cases
Manufacturing:Automobile and aviation OEMs that involve third-party consultants and analysts in the research and development and manufacturing processes can use the guest technician role to engage them in remote virtual discussions.
Construction: Regulatory and safety officers can be invited as guest technicians to conduct remote safety audits, teach virtual training sessions for construction workers, and help construction companies mitigate risks with safety management plans.
Healthcare: Using the guest technician role, medical centers can receive remote visual expertise from IT specialists and medical device experts who implement healthcare solutions and procure equipment.
Similarly, other sectors like insurance, logistics, and customer service can speed up security checks, conduct risk assessments, and receive specialized consulting by taking advantage of the guest technician role.
Refer to this article to learn about more about how to invite someone as a guest technician to your remote assistance session.