Question

You provide desktop support for a small company. The company has two locations in the same city, but they are several miles away. You get a call from an employee who is having problems with an application. He tries to describe what he is doing in the application, but you just can't understand what might be causing the problem.

Which of the following is the BEST way to provide the assistance the employee needs? (Select two.)

Establish a Quick Assist session with the employee and watch what he is doing.
Establish a Remote Assistance connection and watch what the employee is doing.
Schedule the employee to receive more training on using the application.
Establish a Remote Desktop connection and perform the task on the employee's system.
Drive to the other location as soon as possible and then watch as the employee performs the task.

Answer 1

The best way to assist the employee is through a Quick Assist session or a Remote Assistance connection, which allow for real-time observation of the issue without the need for commuting.

Step-by-step explanation:

To provide the best assistance to an employee experiencing issues with an application, the most effective strategies would be to establish a Quick Assist session or establish a Remote Assistance connection. Both options allow you to view the employee's screen and observe the issue first-hand, making it easier to diagnose and resolve. Additionally, these methods are time-efficient and cost-effective compared to driving to the other location, especially considering the productivity losses associated with commuting.

Establishing a Remote Desktop connection to perform the task for the employee could also be a solution, but it does not help the employee learn how to deal with similar issues in the future. Providing additional training could be worthwhile, but it would not immediately resolve the current problem the employee is experiencing.