A remote desktop technician is connected to an end user's system via an authorized screen-sharing session to troubleshoot an email profile error. During the session, the user receives an urgent phone call and steps away from their desk, leaving a sensitive spreadsheet containing unencrypted Personally Identifiable Information (PII) open on the display. Which of the following actions should the technician take to uphold data privacy and professional communication standards? (Select TWO.)
- Refrain from inspecting, copying, or altering the sensitive file visible on the display.Answer
- Pause the remote control session stream until the user returns to their workstation.Answer
- CSave and close the open spreadsheet file immediately without waiting for user authorization.
- DTake a desktop screenshot of the open PII file to attach to the support ticket as proof of a policy violation.
Answer
The technician should refrain from inspecting, copying, or altering sensitive files on display, and pause the remote control session stream until the user returns.
When sensitive or confidential information is exposed during a support session, professional guidelines dictate respecting customer privacy by avoiding any inspection or alteration of the data, and pausing active remote viewing streams until the user returns to control their environment.
Step-by-Step Solution
Key Concept
Customer Privacy and Ethical Boundaries in Remote Sessions