Objective 5.5: Configure and Troubleshoot End User Systems by Using Remote Connectivity Tools | MCDST Self-Paced Training Exam 70-271(c) Supporting Users and Troubleshooting a Micro[... ]ystem

As a DST, you might be required to assist users who are not located near your office. In fact, you might have to support a user who is located in a different state or country. Windows XP allows you to use Remote Assistance and Remote Desktop for those cases in which distance might be a factor in how or when support is available for users.

To answer the questions in this objective, you should know how to configure a workstation to send an invitation to an expert and have the expert take control of the user’s workstation. You should also know how to use Windows XP Remote Desktop, where control can be taken of a workstation running Windows XP Professional from a client workstation running a version of Remote Desktop Connection software. Remote Desktop allows users to remotely gain access to their own workstations running Windows XP Professional.

Objective 5.5 Questions

You are a DST for a large retail store that has offices in five states. An out-of-state user calls you and asks you to help her configure her workstation running Windows XP Professional. You want to administer her workstation by using Remote Assistance. What should you ask the user to do?
1. Tell the user to right-click My Network Places, select Create A New Connection, and then choose Remote Assistance.
2. Tell her to click Start, select Help And Support, and then select Remote Assistance from the Additional Resources section.
3. Tell her to select All Programs and then Remote Assistance from the menu.
4. Tell the user to select Remote Assistance from Network And Internet Connections of Control Panel.
You are a DST for a help desk and receive a call from a user who is attempting to copy a file from another user’s hard disk while performing Remote Assistance. The remote helper cannot copy the file and wants to know why he cannot. What should you tell him?
1. The remote helper (expert) needs permission from the user to copy files from the hard disk.
2. The user must select Copy Enabled for the helper to be able to copy files from his hard disk.
3. Remote Assistance does not allow a helper to copy files from a user’s hard disk.
4. The helper must have Full Control Remote Assistance Permissions set.
You are a DST for a large retail store and support 100 workstations running Windows XP and Windows 98. One of your Windows XP Professional users calls and says that she wants to establish a Remote Assistance session with a Windows 98 workstation. What do you tell her?
1. Tell her that she needs to install Remote Assistance client software on the Windows 98 workstations.
2. Tell her that she needs to run the compatibility utility on the Windows 98 workstation.
3. Tell her that the Remote Assistance client software can be installed on the Windows 98 workstation from a Windows XP installation CD-ROM.
4. Tell her that Remote Assistance works only on workstations running Windows XP.
You are a DST for a help desk and are using a workstation running Windows XP Professional. You need to connect to your home workstation also running Windows XP Professional to look at some configuration files. Which Windows XP feature can you use to accomplish this?
1. Remote Assistance
2. Remote Desktop
3. Remote Control
4. Remote Access Service (RAS)
How do you configure a workstation running Windows XP Professional to allow Remote Desktop connections?
1. Right-click My Network Places, select Properties, and on the Remote tab select Allow Users To Connect Remotely To This Computer.
2. From Help And Support, select Remote Desktop under the Additional Resources heading.
3. From Help And Support, select Remote Desktop from the Working Remotely dialog box.
4. Right-click My Computer, select Properties, and on the Remote tab select Allow Users To Connect Remotely To This Computer.

Objective 5.5 Answers

Correct Answers: B, C
1. Incorrect: To establish a Remote Assistance session, the user can click Start, select Help And Support, and then select Remote Assistance from the Additional Resources section.
2. Correct: Using Help And Support, the user will be guided through the steps of inviting someone to help her.
3. Correct: Remote Assistance appears in the All Programs menu of Windows XP.
4. Incorrect: The Network And Internet Connections screen enables you to configure your Internet connection and home or small office network. It is not where Remote Assistance is established. You can activate Remote Assistance from the All Programs menu and from Help And Support.
Correct Answers: C
1. Incorrect: Remote Assistance does not allow a helper to copy files from a user’s hard disk.
2. Incorrect: Remote Assistance does not allow a helper to copy files from a user’s hard disk.
3. Correct: If a file must be copied from the user’s hard disk to the helper, the user must send it to the helper.
4. Incorrect: Remote Assistance does not allow a helper to copy files from a user’s hard disk.
Correct Answers: D
1. Incorrect: Remote Assistance works only on workstations running Windows XP.
2. Incorrect: Remote Assistance works only on workstations running Windows XP.
3. Incorrect: Remote Assistance works only on workstations running Windows XP.
4. Correct: Remote Assistance works only on workstations running Windows XP.
Correct Answers: B
1. Incorrect: Remote Assistance can be established only when both parties participate in the established connection. This would not be possible in the given scenario.
2. Correct: Remote Desktop allows users to remotely gain access to their own workstations running Windows XP Professional.
3. Incorrect: No such feature as Remote Control is available. Remote Desktop allows users to remotely gain access to their own workstations running Windows XP Professional.
4. Incorrect: Remote Desktop allows users to remotely gain access to their own workstation running Windows XP Professional.
Correct Answers: D
1. Incorrect: Right-click My Computer, select Properties, and on the Remote tab select Allow Users To Connect Remotely To This Computer.
2. Incorrect: Right-click My Computer, select Properties, and on the Remote tab select Allow Users To Connect Remotely To This Computer.
3. Incorrect: Right-click My Computer, select Properties, and on the Remote tab select Allow Users To Connect Remotely To This Computer.
4. Correct: You can get to the System Properties dialog box by selecting Control Panel, selecting Performance And Maintenance, and then clicking System, but the fastest way is to right-click My Computer and select Properties.