Patent ID: 8510440

Claim:
A method of assisting a user use a computer application program, wherein the computer application program is on a server, and the computer application program includes a software tool for limiting access to the computer application program, the method comprising the steps of: said user using a computer to access the computer application program over the internet using a user identification and password associated with said user; said software tool limiting access of the user to the computer application program to a functional limitation predefined by a first role of the user and a data access limitation predefined by a qualification of the user; a help person receiving a request for assistance from the user; said help person accessing said software tool over the internet with a customer care role having view and update and create simulation functionalities, including the step of said computer application program giving the help person access to view documents and to simulate document create and update to which the user has access, by use of the user identification, wherein the computer application program gives the help person access to view documents and to simulate document create and update to which the user has access without using the password; said software tool providing said help person with the ability to simulate a given role of the user, whereby the help person is provided with the ability to simulate (i) said defined functional access to the computer application program, and (ii) said defined data access to the computer application program; said help person simulating said first role and the qualification via the computer application program, while operating in said customer care role, to assist the user; and limiting said customer care role to said view simulation functionalities, with all update functionality removed.