Get the Most Out Of iOS 14 and iPadOS 14 with SOTI Assist

At the Apple Worldwide Developer Conference (WWDC) back in June 2020, iOS 14 and iPadOS 14 were announced. Some key features of iOS 14 for Apple device management include:

• Non-removeable apps: IT identifies business-critical apps as non-removeable while allowing end users to delete or uninstall other apps. Since 67% of employees use their own devices at work¹, this is a progressive approach to Bring Your Own Device (BYOD) management.

• Managed notification previews: Admins can control when message previews are shown on a device to protect against accidental viewing or sharing of sensitive data.

• Per account VPN: IT administrators can force devices to use a secure VPN connection when accessing Contacts, Calendars and Mail accounts.

• Temporary sessions for shared iPad: Users can sign into a shared iPad on a temporary basis without the need to create an account. Once the session ends and the user signs out, any data that was created is deleted.

These updates are designed to improve app, device and data security, along with worker productivity and efficiency.

When Devices Go Down, Workers Can’t Access the Full Power of iOS 14 and iPadOS 14

When smartphones and tablets are up and running, the features of iOS 14 and iPadOS 14 encourage collaboration, promote worker effectiveness and place a premium on security.

However, 51% of workers experience one problem a month which impacts their ability to do their job.² For example:

• 40% have app-related issues ranging from apps not launching when accessed, to apps crashing shortly after they have opened and loaded.

• 41% of enterprise users experience battery related issues. This is exacerbated by the fact that devices are working double time by performing both business and personal tasks.

• 45% suffer from network connectivity problems which can result in poor productivity or even loss of business or customers. And with the rise remote work due to COVID-19, networks are handling more bandwidth than ever before.

The best way to ensure your business continuously benefits from these new operating systems – and to maximize tablet and smartphone uptime – is with SOTI Assist, which is part of the SOTI ONE Platform.

SOTI Assist: A Mobile-First Diagnostic Help Desk

We are in the mobile-first era, as 51% of time spent online is done through mobile devices and 40% of people search only on a smartphone.³

SOTI Assist is “purpose-built” for the mobile-first era. It allows technicians to remotely diagnose, troubleshoot and resolve mobile device issues anytime, anywhere.

Here’s a scenario: A transportation and logistics (T&L) worker is trying to access a business-critical app from the app library on their iPhone. Each time they open the app, it crashes while trying to connect to a server. An error message pops-up for a moment, but it is just a jumble of letters and numbers that are too long for the worker to remember, recite or write down. Frustrated, the worker calls IT for support.

With SOTI Assist:

1. A help desk agent opens a ticket and remotes into the device, seeing the same iPhone screen as the T&L worker. IT asks the T&L worker to try to access the app.

2. As the T&L worker accesses the app, the agent sees exactly what is happening. Sure enough, the app crashes and the pop-up message appears.

3. The agent asks the T&L worker to repeat the process. Except this time, the agent is recording the session. That way, they will have a static image of the error message.

4. The session is recorded – along with the error message – and automatically added to the support ticket. The agent can look at the message carefully to determine exactly what is wrong.

5. The error message indicates the device is unable to connect to its server. The issue might be related to a misconfigured/missing device setting. Instead of instructing the T&L worker try to find the setting and fix it, the agent has immediate access to rich information about the device, including its configurations, to determine the cause of the issue.

6. The agent determines the issue is due to a missing VPN setting on the device. Through SOTI Assist’s integration with SOTI MobiControl, the help desk agent can access the device’s configurations.

7. The agent fixes the VPN setting and asks the T&L worker to access the app once again. This time, there are no issues. The agent adds the resolution steps to the ticket and resolves it. That way, if it happens again, the next help desk agent will know what to do.

SOTI Assist eliminates the need for complicated back-and-forth between IT and the end user. It cuts the time and cost associated with shipping problematic devices back to repair. And it empowers the end user to attempt to resolve issues on their own before contacting support.

What Else Can SOTI Assist Do?

SOTI Assist v2.0 was released in August 2020 and it is packed with features to help you maximize business productivity after you have upgraded to iOS 14 and iPadOS 14.

Detailed Device Logs

With SOTI Assist, you can jump straight into diagnosing and troubleshooting without having to create an incident ticket.

That means:

• Faster access to real-time device logs

• Shorter resolution times by providing critical data to support technicians when they need it

• Better optimization of issue intake, escalation and resolution workflows

Global Unique Identifiers (GUIDs)

SOTI Assist supports GUIDs to prevent unauthorized users from accessing or modifying system parameters and information.

Single Click Check-In and Snapshot Refresh

With just a single click, you can refresh and retrieve Device Snapshot information (such as battery life, memory usage, security compliance policies, deployed apps and storage capacity). You can also check-in with SOTI MobiControl, our Enterprise Mobility Management (EMM) solution.

Want to Know More About SOTI Assist?

Check out the following resources:

• 

  SOTI Assist Brochure

• 

  SOTI Assist Data Sheet

• 

  Watch a video about SOTI Assist

Contact Us with Your Questions

Before upgrading your fleet of mobile Apple devices to iOS 14 and iPadOS 14, make sure you can minimize any downtime they may experience with SOTI Assist.

Want to learn more about SOTI Assist? All you have to do is contact us with your questions. We will get back ASAP with the answers and information you need. You can also visit our Apple management page to learn how SOTI supports Apple iOS, iPadOS and macOS devices.

You can also start a free 30-day trial of the SOTI ONE Platform, which includes SOTI Assist. See for yourself just how easy, effective and efficient SOTI Assist is when it comes to diagnosing and resolving mobile device issues.