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QuickBooksHelp
Intuit
Intuit
posted
Thursday
last updated ‎April 08, 2021 3:18 AM

Use SmartLook to share your screen with support agents

SOLVED•by QuickBooks•QuickBooks Online•Updated 5 days ago

Learn how to use SmartLook to open Glance and share your screen when you're on a support call.

SmartLook is a set of support features that provide a more interactive support experience during a call. You can utilise the co-browse, screen share, and one-way video interaction features when you're on the phone with our support team.

What is co-browse?

Co-browse allows Quickbooks support agents to view only pre-selected web browser windows on your computer and interact with the screen in real-time. Their access is limited only to what’s in the web browser and only the pages you want them to see. Support agents can't open browser tabs or view anything else on your computer.

What is desktop screen share?

Screen share allows support agents to view your entire computer desktop, rather than just a designated web browser windows in co-browse. Support agents are able to see whatever you have on your desktop during the session.

What is a one-way video interaction?

One-way video interaction lets you see the support agent on video when they're helping you. The video is only one way, meaning support agents can't see you during the call.

Use SmartLook features

In QuickBooks Online

  1. In QuickBooks Online, select Settings ⚙ and then SmartLook.
  2. Copy the number that appears.
  3. Share this code with the agent during the call.

In QuickBooks Online Accountant

  1. In QuickBooks Online Accountant, select Settings ⚙ and then SmartLook.
  2. Copy the number that appears.
  3. Share this code with the agent during the call.

The SmartLook window will appear on your screen. The Co-browse and one-way video interaction are on by default. You turn these off during the call.

You retain control of the mouse. At your request, the support agent can take control to demonstrate a task or walk you through a process.

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