updated 07:30 pm EST, Mon November 11, 2013
Dramatically faster troubleshooting, resolution achieved with visuals
In a quiet update today, Apple is now giving users who have a problem the option of initiating a screen-sharing session directly with AppleCare representatives. While screen-sharing has been a tool available for the reps for some time to help customers, it usually comes only after many other areas of discussion and testing of a problem have already been tried. The practice can be a great help in quickly troubleshooting or identifying the cause of a problem.
Customer-initiated screen-sharing requests are always granted, provided the problem doesn't center around some hardware or Wi-Fi connectivity issues - even if the representative doesn't think a screen session will resolve the problem. Software and instructions needed to begin a screen-sharing session are now available from the Apple support website.
The screen-sharing option is only available to those using the telephone support call method of contacting Apple, reports 9to5Mac. Using the technique can often save time, especially if a customer has difficulty describing the issue they are experiencing due to a lack of familiarity with computer terminology or an inability to articulate the steps necessary to reproduce the problem. AppleCare representatives already have the screen-sharing option available as a technician-initiated (with user permission) response, able to either observe what the user is doing or to "take over" and move quickly to the correct area or troubleshoot the issue.