Remote assistance AR is a great way to help users get their tasks done and avoid common pitfalls. However, it can be challenging to implement and maintain. This article covers everything you need to know about remote assistance within Office 365 with Microsoft Teams and vROps. Remote support in Teams is available in all modern workloads that support Skype for Business or Microsoft Teams. Support is offered through a service known as the Remote User Experience Service (RUES). If your organization has multiple users collaborating on a team, remote assistance could help them improve their collaboration experience.

What is remote assistance?

When a user in your organization needs assistance, they can contact a third party called the remote user to help them with their tasks. The remote user connects to the user’s Office 365 environment using the RUES service. The remote user can then view and interact with the user’s files, screens, and other resources. The remote user can also create and edit documents and create and edit presentation decks. Remote assistance is designed to help users avoid common pitfalls. Remote assistance can help users avoid many common but frustrating issues, such as:

Remote User Experience Service

Office 365 provides the RUES service for remote assistance. RUES is a service that is provided by the remote user. RUES is accessible from computers that have Internet access. Some remote computer services, like Microsoft Teams, can access RUES. RUES can be accessed from phones that have Internet access via a data plan. When you enable remote assistance within Office 365, a remote user service can be initiated to connect with a user. This remote user can be a colleague, supervisor, or someone else who has been given access to the user’s account.

Enable remote assistance in Teams and vROps

Before you can enable remote assistance in your organization, you must enable the service in Office 365. If your organization is using Exchange Online instead of Office 365, you can enable the service in Exchange Online. Once the service is enabled, you can enable remote assistance in your Office 365 environment. In your organization’s Office 365 Admin Center, navigate to the Teams or vROps service settings. On the Teams service settings page, select the Enable remote assistance option. On the vROPS service settings page, select the Enable remote assistance option.

How to enable remote assistance for a user in Teams?

To start enabling remote assistance for a user in Teams, go to the Teams service settings page and select the user you want to enable remote assistance for. Now, select the Remote Assistance tab. On the next page, select the Enable remote assistance for this user option.

How to provide remote assistance in Teams?

To start providing remote assistance for a user in Teams, go to the Teams service settings page and select the user you want to provide remote assistance for. Now, select the Remote Assistance tab. On the next page, the user’s name should appear. Click the user’s name, and then click the Start remote assistance button. The remote user then connects to the user’s Office 365 environment using the RUES service. The remote user is then able to view and interact with the user’s files, screens, and other resources. The remote user can also create and edit documents and create and edit presentation decks.

The user will see the following error when providing remote assistance.

To start receiving the error when providing remote assistance, open the user’s profile in the Office 365 Admin Center. You should see a Remote assistance error message when viewing the user’s account. If a user doesn’t see this error message, check the permissions for the remote assistance user in Office 365.

Troubleshoot the issue with final checks.

We have outlined some troubleshooting tips for the remote assistance error. If you have followed the steps and are still experiencing an issue, ping the remote user and ask them to contact a manager. If the manager also experiences an issue, ping the remote user again and ask them to contact the team lead and manager again. Make sure to document each ping and the issue you are experiencing. Summary Remote assistance is a great way to help users get their tasks done and avoid common pitfalls. Teams supports remote assistance, and you can enable the service in your organization. Teams provides a great experience for remote users, but it can be challenging to implement and maintain. Now that you have a better understanding of remote assistance, let’s take a look at how you can implement remote assistance in your organization.