CAS-003 · Question #109
The helpdesk manager wants to find a solution that will enable the helpdesk staff to better serve company employees who call with computer-related problems. The helpdesk staff is currently unable to…
The correct answer is C. Instant messaging E. Desktop sharing. C: Instant messaging (IM) allows two-way communication in near real time, allowing users to collaborate, hold informal chat meetings, and share files and information. Some IM platforms have added encryption, central logging, and user access controls. This can be used to replace…
Question
The helpdesk manager wants to find a solution that will enable the helpdesk staff to better serve company employees who call with computer-related problems. The helpdesk staff is currently unable to perform effective troubleshooting and relies on callers to describe their technology problems. Given that the helpdesk staff is located within the company headquarters and 90% of the callers are telecommuters, which of the following tools should the helpdesk manager use to make the staff more effective at troubleshooting while at the same time reducing company costs? (Select TWO).
Options
- AWeb cameras
- BEmail
- CInstant messaging
- DBYOD
- EDesktop sharing
- FPresence
How the community answered
(40 responses)- A3% (1)
- B3% (1)
- C95% (38)
Explanation
C: Instant messaging (IM) allows two-way communication in near real time, allowing users to collaborate, hold informal chat meetings, and share files and information. Some IM platforms have added encryption, central logging, and user access controls. This can be used to replace calls between the end-user and the helpdesk. E: Desktop sharing allows a remote user access to another user's desktop and has the ability to function as a remote system administration tool. This can allow the helpdesk to determine the cause of the problem on the end-users desktop.
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