Using CoBrowse

A CoBrowse session can be scheduled in one of two ways, Scheduled or Ad hoc from the Account detail page. Both ways always results in a Call record being created.

You can launch an already scheduled CoBrowse session offline, but you cannot schedule a session while offline.

Scheduled CoBrowse Presentations

To schedule a Scheduled CoBrowse Presentation call from the Call report:

  1. Create a Call record for an Account either through the Account record or by scheduling using MySchedule.
  2. Ensure the selected record type is specifically for CoBrowse.
  3. Select a CoBrowse presentation from the list.
  • The list is filtered from the available CoBrowse Content based on the user’s MySetup access and the Account’s restricted and allowed products
  • Pressing the Preview button will open a new browser tab which allows the user to review the CoBrowse Content

  1. Enter information for any other relevant sections of the Call Report.
  2. Click Save.
  3. Select Copy Details to display a pop-up window that allows easy copy and paste of relevent CoBrowse details. Use this information to share the Participant URL link with the HCP.
  • CoBrowse links only allow one open session at a time. If another window/tab is opened with the same CoBrowse link, the first session ends and displays a black screen.

  1. Select the Click here to send invite link to send an invitation through Approved Email.

Approved Email must be enabled to use this feature. See Sending Approved Email CoBrowse Invitations for more information.

  1. Open the Presenter URL link in a new browser window or tab to open the CoBrowse session when it is time to begin the presentation.

  1. Tap on the CoBrowse icon on the top left of the player to open the CoBrowse controls.
  • Attendee names display here
  • If enabled, Chat displays. Type in the text box and select Enter to send a message to the attendee.

    • Participants are able to chat with you at this time, but they do not see any content

 

  1. Select Start Presentationwhen you are ready to begin the actual presentation.

  1. Use the Engage Media Player controls on the bottom to navigate through the content. 
  • Thumbnail viewer - selected by the thumbnail icon or the space bar
  • Next/Previous arrow
  • Full screen button
  • Video controls

When the presenter selects the thumbnail view, the current slide still displays to the viewer. When the presenter selects a new slide, that slide then displays to the viewer. Presenters can also search for a particular slide within the thumbnail view.

  1. Interact with HTML content.

    • As the presenter’s mouse is moved, the participants will see a red circle move about the screen

    • When the presenter interacts with any elements on the content, the participants will see the interaction/animation occur as well

    If browser security settings prevent video content from automatically playing, a message displays directing users to select in order to begin the video.

  2. Click the Stop Presentation button. Participants see a screen similar to the one in #8.

  3. Edit the Call Report

    • Fill in any other relevant details, such as what products were detailed
    • Fill in any other relevant details, such as what products were detailed
  4. View what content was displayed during the CoBrowse session. After the Call is submitted, the CoBrowse section of the call report will reflect what was displayed during the presentation.

Ad hoc CoBrowse Presentations

To start an ad hoc CoBrowse session:

  1. Navigate to the Account’s detail page and select the Start CoBrowse button. This creates a Call using the default CoBrowse record type defined in COBROWSE_DEFAULT_RECORD_TYPE_vod Multichannel Setting in Setup->Develop->Custom Settings.

  1. Select a CoBrowse presentation from the list and click Next.
  • The list is filtered from the available CoBrowse Content based on the user’s MySetup access and the Account’s restricted and allowed products
  • Selecting the Preview button opens a new browser tab that allows the user to review the CoBrowse Content

  1. See steps 5 - 12 from the Scheduled CoBrowse Presentations section on how to start the CoBrowse session and how to use the CoBrowse player.
  2. Select Done to navigate back to the Account detail page.

Remember to fill out other necessary information on the Call Report and Submit it.

CoBrowse Content and Browser Limitations

For video slides, it is not possible for the Presenter to start a video slide when the Participant is using an iOS device (iPad/iPhone).

Sorting Slides in Thumbnail view

During a presentation, the presenter can select the thumbnail icon or press the space bar to open the thumbnail viewer. The thumbnail view of all slides in the presentation displays to the presenter, while viewers continue to see the slide that was active when the presenter selected the thumbnail viewer. When the presenter selects a slide from the thumbnail viewer, that slide displays to both the presenter and the viewer. The presenter can also search for a slide using the free-text field.

Changing Presentations in CoBrowse

Users now have the ability to view other presentations they have access to when viewing information with HCPs. Users need access to other CoBrowse presentations in order to use this feature.

A Change Presentation link displays after selecting the thumbnail icon in the bottom left corner in the CoBrowse player to indicate the user has the ability to view other presentations. When selected, all presentations the user has access to display as thumbnails which then can be selected for viewing. Users can also search presentations after selecting the Change Presentation link.

This feature is enabled by default.

Engage PDF Support

PDF is a common file type for delivering content. Customers have requested the ability to include pdfs in their CoBrowse/Engage presentations. For performance reasons, limit pdf documents to a maximum of 100 pages.

When the Engage Media Player encounters a slide of type pdf, the pdf displays inside the player. All Engage Media Player controls/buttons are still visible and enabled.

PDF Viewer Controls

The following pdf viewer controls are available:

  • Next Page button - When this button is selected, the next page of the pdf displays. This button is disabled if the user is on the last page of the pdf.
  • Previous Page button – When this button is selected, the previous page of the pdf displays. This button is disabled if the user is on the first page of the pdf.
  • Jump to Page control – The user can jump to a specific page by typing a page number in the text box and selecting Enter
Tracking

Viewing a pdf slide creates a Multichannel Activity record. A Multichannel Activity record is also created for each of the following:

  • Total number of pages in the pdf
  • Total number of pages viewed
  • List of viewed pages

Engage Integration users need to have Write access to the new fields.