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Difficulty: MediumRemote Access Technologies and Tools

A helpdesk technician receives a call from a remote employee who is experiencing an error within a local financial application. The technician needs to view the user's screen in real time and guide them through the solution while allowing the employee to retain active visibility and control of their desktop session. Which of the following remote access tools is best suited to fulfill this requirement?

  1. Microsoft Remote Assistance (MSRA)Answer
  2. B
    Remote Desktop Protocol (RDP)
  3. C
    Secure Shell (SSH)
  4. D
    Telnet

Answer

Microsoft Remote Assistance (MSRA)
Microsoft Remote Assistance (MSRA) is designed specifically for technical support scenarios where a technician assists an active user. It allows the technician to view the user's screen simultaneously with the user and request control, keeping the local user logged in.

Step-by-Step Solution

1
Identify the operational requirement for remote support.
The scenario requires interactive screen sharing where both the remote user and the technician can view the same graphical session simultaneously.
The technician needs to observe the user reproducing an error without forcing the local desktop session to disconnect or lock.
2
Evaluate the capabilities of Windows remote management tools.
Microsoft Remote Assistance (MSRA) invites a helper into an existing active user session, maintaining screen visibility for the user.
RDP initiates a separate or replacement console session that locks out the local user screen on client versions of Windows.
3
Select the correct tool.
Microsoft Remote Assistance (MSRA) is the proper choice for collaborative, user-assisted desktop troubleshooting.
It fulfills the requirement for dual visibility and interactive guidance.

Key Concept

Selecting Remote Support Tools (MSRA vs RDP)
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Topics

Remote Access Technologies and Tools

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