In the weeks following go-live, one of the crucial success factors was helping remote users get acclimated to the new system and solve their usage issues. I wrote the below to assist our staff with that effort using WebEx. The process described established a web session and turned control over to the remote user so the CSC staff person could see what was on that person’s screen. It also provided a means to do screen grabs to share with Development for troubleshooting while avoiding capture of private health information (PHI).