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Using SmartLook features for Quickbooks Online Accountant (QBOA)

SmartLook is a series of optional support features that provide a more interactive support experience for QBOA customers during a call.

QBOA customers can utilise the SmartLook features co-browse, screen share and one-way video interactions when being assisted on the phone by Intuit product support specialists.

What is co-browse?

Co-browse is web technology that allows an Quickbooks support agent to view only pre-selected browser windows on your computer and then interact with the screen in real-time.

Co-browsing is ideal for QBOA customers concerned with their security, since access by the support agent is limited only to what’s in the web browser, and only on browser pages the user wants the agent to be able to see. Support agents cannot open browser tabs or view else on your computer when using co-browse.

What is desktop screen share?

Screen share allows a support agent to view the QBOA customer’s entire computer desktop, rather than only designated web browser windows like in the co-browse feature. Support agents are able to see whatever the QBOA customer has on their desktop during the support experience.

What is a one-way video interaction?

SmartLook’s one-way video interaction feature allows a QBOA customer to have a support agent right on their screen when assisting with their question.

Support agents do not have the ability to see QBOA customers during a support call.

  1. Log in to QuickBooks Online Accountant. 
  2. Select the option SmartLook from Settings ⚙.

A numerical code displays in a pop-up window; you will share this code with the support agent.

The SmartLook agent windows displays on your screen.  Co-browse is also enabled.

At any time, you can decide which SmartLook options you wish to disable during the call.

You will retain control of the mouse pointer on your computer. On your request, the support agent can assume control to demonstrate a task or walk you through a process.

During a video interaction with a support agent, you can end the session via the Close button in the video window.

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