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C
cteramae
August 30, 2024
Question

Live Expert Screen Sharing (multiple users)

  • August 30, 2024
  • 2 replies
  • 0 views

Can multiple users on our account screen share with a Live Expert during an appointment call?

 

If not, are Live  Experts able to zoom with us if we provide a zoom link/invitation?

2 replies

Bryan_M
Bryan_M
August 30, 2024

Good day, @cteramae.

 

Please know that only one user per account can perform a screen share with our live expert if they have full access to the account.

 

As a workaround, you can allow one of your users to contact our expert and let the other be on a personal phone or video call with the one who reaches us so that they can also hear all the discussions and raise their concerns.

 

Here's how:

 

  1. Select SmartLook from the Settings.
  2. Review the disclaimer and click Share Access. The option to deny is also available if you'd prefer not to share.
  3. Provide the code to the expert to start the SmartLook session. 

 

Check out this article for more info: Use SmartLook screen share with QuickBooks Support experts.

 

Moreover, QuickBooks only utilizes SmartLook and Glance tools for screensharing and not in Zoom.

 

To learn how to customize user roles and access, you can read this article: Add and manage custom roles in QuickBooks Online.

 

Let me know if you have additional questions about screen-sharing access with our support by replying to this post. Keep safe, and have a good one.

C
cteramaeAuthor
August 30, 2024

Thanks for the information. I guess specifically what our team wants to know is if we (3 of us) can be on the phone call (we are in different locations but I would bring them in by my phone line) and in the screen share with the Live Expert. It seems from your reply that only one of us can be in the screen share with the live expert in this case.

 

Would we be able to ask the Live Expert if they are willing/able to enter a Zoom video call with us where I can open Quickbooks and do a screen share via Zoom?

 

Colleen

C
cteramaeAuthor
August 30, 2024

Thanks for the info. After reading thru, it looks like only one of us can be in the screen share?

 

We have an appt scheduled w a Live Expert at 130p Hawaii Standard Time (430p PST). We will not be in the same location but in a conference call. Since we cannot do a screen share via Quickbooks for all of us with the Live Expert, can we ask them if they would be willing/able to join us in a ZOOM video call and we can do screen share on that platform?

 

Colleen

MariaSoledadG
MariaSoledadG
August 30, 2024
Let me elaborate some details about multiple-user screen share concern, cteramae.
 
In the normal procedure, only one user will have the chance to contact our phone support team for any issues that you encounter.
 
I know that doing a screen share using a Zoom video can give convenience to all of your users in your account. You can  however collate each problems with your users and inform our live expert about this. This way, all hanging questions by your users will be addressed properly.
 

Additionally, you can learn how to manage your user roles to limit access to specific tasks and data when using QuickBooks. I've added this article for more details: User Roles and Access Rights in QuickBooks Online.

 
You can always touch base with us here in the Community if you have any questions about contacting our support team. We'll always be right here to help you.
C
cteramaeAuthor
September 3, 2024

We solved the issue on our own. I connected with my colleagues via Zoom 5 minutes before the Live Expert call. Once connected on zoom I logged into our QBO account and shared my screen on Zoom with my colleagues (we all silenced our audio on zoom). Once the live expert connected with me on the phone (I had my colleagues conferenced in on the call), she and I screen shared within QBO and my colleagues were able to see the interactions there while also able to ask questions on the conference call.

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