Basic Operation - Dell SMA 200 Administration Manual

• Launching a Secure Virtual Assist Technician Session
• Performing Secure Virtual Assist Technician Tasks
• Enabling a System for Secure Virtual Access
What is Secure Virtual Assist?
Secure Virtual Assist is an easy to use tool that allows Secure Mobile Access users to remotely support customers
by taking control of their computers while the customer observes. Providing support to customers is
traditionally a costly and time consuming aspect of business. Secure Virtual Assist creates a simple to deploy,
easy to use remote support solution.
Benefits of Secure Virtual Assist
Secure Virtual Assist provides the following benefits:
• Simplified and effective customer support - Support staff can use Secure Virtual Assist to directly
access customers computers to troubleshoot and fix problems. This eliminates the need for customers to
try to explain their problems and their computer's behavior over the phone.
• Time and cost savings - Secure Virtual Assist eliminates the need for support staff to visit customers to
troubleshoot problems and reduces the average time-to-resolution of support calls.
• Educational tool - Trainers and support staff can use Secure Virtual Assist to remotely show customers
how to use programs and tools.
• Seamless integration with existing authentication system - Ensures that the customers are who they
say they are. Alternatively, the local database of the SMA/SRA appliance and tokenless two-factor
authentication can be utilized.
• Secure connections - 256-bit AES SSL encryption of the data by the SMA/SRA appliance provides a
secure environment for the data and assists in the effort to be compliant with regulations like Sarbanes-
Oxley and HIPAA.
• Greater flexibility for remote access - Using the Secure Virtual Access functionality, support staff can
access their personal systems located outside the LAN of the SMA/SRA appliance.
How Does Secure Virtual Assist Work?
The following sections describe how the Secure Virtual Assist feature works:
• Basic Operation on page 50
• Remote File Transfer on page 51
• Chat Feature on page 51
• Email Invitation on page 51
• Secure Virtual Access

Basic Operation

Secure Virtual Assist is a lightweight, thin client that installs automatically using Java from the Secure Mobile
Access Virtual Office without requiring the installation of any external software. For computers that do not
support Java, Secure Virtual Assist can be manually installed by downloading an executable file from the Virtual
Office.
For basic screen sharing support, administrative privileges are not required to run Secure Virtual Assist. For full
installation of the client, administrative rights might be necessary, but full installation is not necessary to use
the service.
When a user requests service as a customer, Secure Virtual Assist should not be run while connected to the
system through RDP for Windows 7 and Windows Vista platforms. Secure Virtual Assist runs as a service for
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Dell SonicWALL Secure Mobile Access 8.5
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Administration Guide