This is not number one. This is before number one.

• Make sure you’ve signed up for a trial.
• Make sure you are logged in to your account.
• Make sure you have the Technician Console running in a supported browser.
• Ideally you should have another computer on hand, or a virtual session (using VMware, for example). That way you can play the role of customer and technician at the same time. We’ve underlined the word customer whenever you need to be acting in the customer’s role.