This document is a Standard Operating Procedure (SOP) for support agents and team leads to remotely assist guests using the Splashtop application. It explains the step-by-step process for initiating a remote session, including downloading the Splashtop SOS app, obtaining a 9-digit session code, and connecting with appropriate permissions. The SOP also includes notes for different operating systems, escalation roles, and links to related resources for further guidance.
Process Overview
This process outlines the steps to help you remotely access a guest’s device using Splashtop.
Target Audience
- Support Agent – Gathers information from the patron, assesses their need, and provides timely, accurate assistance or escalates issue to ensure resolution.
- Support Team Lead – Acts as the first point of escalation for Support Agents. Provides guidance, clarifies processes, and assists in resolving complex patron issues.
Process Flowchart
Website Process:
Procedure
Support Instructions
The following steps will help you remotely access a guest’s device:
Steps
Step 1: At the top of the Splashtop Business app, click the SOS icon.
Note: For Mac users, the SOS is at the top of the screen on the menu bar.
Step 2: Click Connect to User’s device.
Step 3: Have the guest navigate to familysearch.org/remote and there click on the red/pink text Splashtop SOS, which will download the Splashtop app installation file. Once downloaded the guest needs to run the installation file. Once installed it will generate the code referred to in Step 4.
Note: If the guest has previously been sent a message for Splashtop, they may already application saved on their device. The guest can click on the application previously saved without you needing to send them another email.
Note: The guest will follow the instructions to download Splashtop. They can download to any device. After the guest has downloaded the Splashtop app, you can begin remotely viewing their device.
Step 4: Ask the guest to provide the 9-digit session code.
Step 5: Enter the 9-digit session code given to you by the guest, select the purple arrow button.
Note: If the guest is currently signed into their computer without admin rights (just as a user), you would need to check the box next to Connect as admin to gain admin rights. If they are already signed in with admin rights, you do not need to put a check in the box.
Step 6: The guest will need to click allow in order to allow you to access their device.
Step 7: The guest will click Start now to begin the session.
Documents
Systems Involved
- Windows or IOS operating system
- Splashtop