Sometimes the best way to understand a problem that a customer is encountering is to look at what the customer sees on a Web page. When you view a customer's Web page, a new browser window displays on your screen. This window displays a "snapshot" of the Web page the customer is currently visiting. However, you will not be able to see:
- Any information the customer has entered on the Web page. For example, if the customer fills out a form, you see only a blank form when you view the customer's Web page.
- Changes the customer makes to the Web page while you are viewing it.
- When the customer moves to another Web page.
Your view of the Web page might be slightly different from the customer's view if:
- The customer uses a different Web browser than you do.
- You or the customer have personalized your browser settings. For example, if a customer's browser is customized to display text in a larger size, the customer sees less information on the screen than you do if you have accepted the default text size for your browser.
- There is personalized content in the Web page. For example, if the customer has been presented with a product recommendation generated by a targeted marketing campaign, you will not be able to see that product recommendation.
You can view a customer's page during a session with the customer.
- Click View Customer Page. A new browser window displays on your screen.
- If necessary, resize the new browser window so it does not obscure the chat transcript area. See managing multiple customer care windows for more advice about using multiple windows during a session.
You can stop viewing the customer's Web page in one of three ways:
- Click the X in the upper right corner of the window containing the customer's Web page.
- Choose File- Close in the window containing the customer's Web page.
- If you have minimized the window containing the customer's Web page, you can right-click on the window in the task bar along the bottom of your screen, and then choose Close.