External Access (Customers) remote assist

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Posted on by FabianLutz

what is the exact procedure to setup external customers they can use Remote Assist with us?

According the license guide this kind of users don't need a license.

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Al Iggs on at

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Hi Fabian, where in the licensing guide did you find that external users don't need a license? If someone uses the Remote Assist app, they need a license.

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Sheri_MSFT 440 on at

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Hi Fabian,

Your understanding is correct. A Microsoft Teams license is required for individuals (experts) who communicate with a Dynamics 365 Remote Assist user. Teams may be available as a free download for these users. For detailed information on how to use Remote Assist, you can refer to the official documentation on the docs site here, there are user guides for both HoloLens devices and the mobile application.

Thanks,

Sheri

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RajuB on at

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Also sharing the documentation for more details.

docs.microsoft.com/.../use-microsoft-teams-with-remote-assist

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FabianLutz 5 on at

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the Expert (internal) needs the Remote Assist license.

my question is: Which licenses does the "customer" the one that receives help, needs?

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Al Iggs on at

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I let Sheri provide further comments, but as of today the primary use case for Remote Assist is that a remote technician uses Remote Assist to get support from 1..n backoffice experts. The remote person needs the Remote Assist license, backoffice uses the Teams license.

If you want to include the customer into this conversation, they would either need Teams or Remote Assist (depending on which client they use) with the respective license and access to the Active Directory that holds the backoffice people. There is no customer licensing model at the moment.

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Vincent Guigui 315 on at

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If your customer is using the Remote Assist app to get help (operator role), he will need a Remote Assist license.

If your customer is answering an help request using Microsoft Teams (expert role), he will need a Teams license.

In order to let operator call an expert, they should be in the same Active Directory.

If the operator and expert are not part of the same organization (Active Directory), IT Admins of the organization owning the license should invite as 'guest' - in their Active Directory - the users from the other organization and assign them the right permission and license.

As the customer model for Remote Assist doesn't exist, you must invent it.

If your customer is already paying for support and assistance from you ? Just include Remote Assist License cost in your monthly fees.

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Community Member on at

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hi there,

I would like to check, if there are any updates or plans to offer an option to use remote assist with customers more easily.

Our use case would be that we are in the construction business and our (external customer) out on the construction site needs to be able to show what he is seeing, while our internal expert would then draw / collaborate on what the customer is showing him with his (customers) phone. So basically same process, just with people outside of our tenant.

I could image something like, the customer calls our service support number, they send him a link to such a remote assist session and he can join the session and present everything on his phone. If necessary he could also download an app.

I think the remote assist app is a great thing, but it is not feasable for us to add any client to our AD as an external user and assign licenses to them. Therefore we are currently looking into other options, but I much rather leverage the Microsoft platform.

Regards,

Matabe

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Felix S. 10 on at

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we spent a lot of time to integrate hololenses (+ remote assist) into our environment to recognize that the user of the hololens is not able to do a call to an external company to request support - which we thought the hololens is built for.

comapny internal usage is possible, yes - but the most benefit comes from the support through external experts.

Its also not possible for us to make a guest account for every external partner we will have in the future.

i would like to know whats the roadmap for the remote assist app in terms of calling external experts.

Best regards

Felix

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Jomorr on at

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Hi,

If I understand your scenario correctly - your HL2 users are in one tenant and have an RA license, and are trying to make a call to a Teams Desktop client users in a separate tenant? There are a few solutions for this including Federation:

docs.microsoft.com/.../multi-tenant-deployment

Jon

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Felix S. 10 on at

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Hi Jon,
thank you very much for the youtube link, a very good explanation about the licensing !

About multi-tenant usage:
Our use-case:
Firstline worker has an issue with a machine or production system in front of him
Our goal:
Firstline worker will put on the hololens to have a spontaneous session with the vendor (expert).

It's not possible to call the vendor (external expert) directly via the hololens call tab due to the fact our tenant is not "open" to other tenants and therefor its not possible to find the expert in the directory.
And to be honest - I'm fine with it. We are a big company with about 80000 employees worldwide and we have one global managed azure tenant - the security level I would describe as "high".

Bulding federations ist not feasible for us and it further "kills" the use case of having spontaneus support.
You always have to know who are your possible experts and you have to build up the federations and trusts BEFORE an issue occurs.

What we like to have:
Firstline worker sends an invitation for a teams-meeting to the external expert via outlook in his office.
Then he walks to the production area where the machine is located.
And he puts on his hololens and joins the planned meeting via a button on the "call" tab.
Fast and simple for the hololens user.

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