220-902 – Q109

A customer is experiencing issues with email and calls the help desk. The technician determines it would help clarify the issue if the customer agrees to share their desktop. Prior to establishing a Remote Desktop Assistance connection with a customer, a technician should ask the customer to:

A. close any items of a personal nature.
B. reboot the computer and log back in.
C. capture a screen-shot of the error message.
D. take steps to reproduce the error.

Correct Answer: A

Section: Op Procedure