QUESTION NO: 410 -
A remote user contacts the help desk about an email that appears to be distorted. The technician is unsure what the user means and needs to view the email to assist with troubleshooting. Which of the following should the technician use to assist the user?
To assist a remote user effectively, the technician should use Remote Monitoring and Management (RMM) tools. RMM allows for comprehensive remote support, including viewing and controlling the user’s desktop to troubleshoot email issues accurately. It provides the necessary functionality to see exactly what the user is experiencing and to resolve IT problems remotely. Unlike other options such as SSH or VPN, which are more focused on secure connections and network access, RMM specifically targets remote desktop management.
VNC stands for Virtual Network Computing. It is a cross-platform screen sharing system that was created to remotely control another computer. This means that a computer's screen, keyboard, and mouse can be used from a distance by a remote user from a secondary device as though they were sitting right in front of it.
This VNC, RDP, and RMM is getting confusing!