Remote Support - Canon imageRUNNER ADVANCE DX C357iF Series Service Manual

Canon
2.

Remote Support

As part of the Less Maintenance strategy, Canon USA encourages
dealers to consider technical support for customers over the telephone.
Remote support enables the dealer to resolve problems over the
telephone and avoid a technician visit. This makes the dealer more
efficient, enables them to save on service costs, spend time on more
difficult issues, and enables the customer to enjoy more uptime.
Some ideas to start using remote support for your customers are below.
• Provide technical and network problem resolution to end-users
(customers) by performing a question diagnosis, while guiding users
through systematic solutions. Solutions include, but are not limited to,
resolving user name and password issues, uninstalling/reinstalling
basic software applications, verifying proper hardware and software
set up, power cycling equipment, assisting with navigating around
application menus, touch panel display menus, and troubleshooting
e-mail issues.
• Identify, correct, and advise on operational issues.
• Provide customer support and technical issue resolutions via e-mail,
telephone, or other electronic medium.
• Help configure a customer's equipment to connect to the Internet or
network.
• Configure MEAP applications to connect to Active Directory servers
or other services.
• Redirect issues that cannot be resolved over the telephone to an
appropriate resource, and schedule a technician visit.
• Accurately process and record call transactions using a computer
designed tracking software.
• Follow up and call back customers when necessary.
• Stay current with system information changes and firmware updates.
imageRUNNER ADVANCE DX C357iF Series Service Guide
Revision 8
imageRUNNER ADVANCE DX C357iF Series Service Guide
March 2023
Page 76