CWS-115 Citrix Virtual Apps and Desktops 7 Help Desk Support

Learn to support end-users accessing virtual apps and desktops as part of a Citrix solution. In this course, you will learn to use Citrix Director to interact with user sessions and to capture information for solving issues or escalating to the administration team. Gain foundational knowledge about the Citrix Virtual Apps and Desktops technology and an understanding of how components interact. You will learn about each component focusing on common user related issues that may arise, and how to apply a methodical approach to solve them using real world scenarios. By the end of the course, you will be able to solve or escalate end-user issues appropriately

How to support end-users connecting to Citrix Virtual Apps and Desktops through Citrix Workspace App. How to use Citrix Director to gather information and interact with user sessions. A methodology to approach user related issues to minimize time to resolution. An understanding of the Citrix Virtual Apps and Desktops solution and the role of the components

Course Outline

1 - FUNDAMENTAL ARCHITECTURE FOR THE HELP DESK ROLE

Citrix Site Infrastructure and Deployment Models
The Help Desk Role in the Fundamental Architecture
Problem Resolution Methodology

2 - CITRIX DIRECTOR AND ITS ROLE IN HELP DESK SUPPORT

Citrix Director Role and Purpose
Access to Director for Help Desk Administrators
Common Director Monitoring Tasks
Common Help Desk AdministratorTroubleshooting Tasks

3 - PROVIDING AND TROUBLESHOOTING END USER ACCESS

End User Access Overview
Components between end users and published resources on VDAs
User Experience
Support End User Access

4 - CITRIX WORKSPACE APP

Workspace App Types
Deploying Citrix Workspace app
Pass though Authentication
Supporting Citrix Workspace App

5 - USER SESSIONS

FlexCast Architecture
User Sessions
App and Desktop Launch Process
User Profiles
HDX Technologies

6 - PRINTING

Introduction to Printing
Printing Components Overview
Supporting Printing

Actual course outline may vary depending on offering center. Contact your sales representative for more information.

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Course Length: 2 Days

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