Citrix XenApp & Desktop Help Desk Support

Introduction

The Citrix XenApp and XenDesktop Help Desk Support course provides help desk representatives with the skills required to effectively troubleshoot and resolve user issues faster, prevent issues from reoccurring and use the proper consoles during troubleshooting to quickly determine the root cause of user issues within a XenApp or XenDesktop 7.x environment.

Audience

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This course is intended for help desk representatives support XenApp and XenDesktop 7.x users.<br />
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Prerequisites

Before attending this course, participants should have:<br />
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<ul>
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An understanding of server, desktop and application virtualization concepts</li>
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Take the free CXA-104 Citrix XenApp 7.6: Overview eLearning course</li>
</ul>

At course completion

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After completing this course, participants will be able to:<br />
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<ul>
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Complete help desk tickets thoroughly with the appropriate documentation</li>
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Troubleshoot and resolve issues within their scope in a timely manner</li>
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Escalate issues that are out of scope to the appropriate team/individual</li>
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Ensure issues are fully resolved and steps are taken to prevent them from reoccurring</li>
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Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem</li>
</ul>

Exams

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Course outline

Module 1: Supporting XenApp and XenDesktop as a Help Desk Representative
<ul>
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XenApp and XenDesktop 7.x Architecture</li>
<li>
XenApp and XenDesktop 7.x Infrastructure</li>
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Overview of the Help Desk</li>
</ul>
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Module 2: Configuring Citrix Receiver and Using Citrix StoreFront<br />
Authentication to a XenApp or XenDesktop Environment
<ul>
<li>
Understanding Citrix Receiver</li>
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Navigating Receiver</li>
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Troubleshooting Receiver Issues</li>
</ul>
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Module 3: Researching Issues with Citrix Studio
<ul>
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Delegated Administration</li>
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Working with Machine Catalogs</li>
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Working with Delivery Groups</li>
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Understanding Citrix Policies</li>
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Understanding End-User Profiles</li>
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Troubleshooting Policies</li>
</ul>
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Module 4: Printing in a XenApp and XenDesktop Environment
<ul>
<li>
Printing Concepts</li>
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Architecture</li>
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Default Printing Behavior</li>
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Printer Provisioning</li>
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Citrix Universal Print Driver and Server</li>
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Troubleshooting Printing Issues</li>
</ul>
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Module 5: Resolving Issues Using Citrix Director
<ul>
<li>
Citrix Director</li>
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Viewing User Details</li>
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Interacting with the End User</li>
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Resolving End-User Issues</li>
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Monitoring with the Director Dashboard</li>
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Troubleshooting Director Issues</li>
</ul>

Documentation

Official courseware CXD-105 Citrix XenApp & Desktop Help Desk Support.<br />

Cursus de certification

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Lab

Module 2 Configuring Citrix Receiver and Using Citrix StoreFront
<ul>
<li>
Exercise 2-1: Accessing StoreFront</li>
<li>
Exercise 2-2: Understanding Receiver</li>
<li>
Exercise 2-3: Resetting receiver</li>
</ul>
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Module 3: Researching Issues Using Citrix Studio<br />
<ul>
<li>
Exercise 3-1: To Create an Administrator with a Role and Scope Pair</li>
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Exercise 3-2: Creating and Viewing a Machine Catalog</li>
<li>
Exercise 3-3: Working with Delivery Groups</li>
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Exercise 3-4: Enabling and Disabling Maintenance Mode</li>
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Exercise 3-5: Registered and Unregistered States</li>
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Exercise 3-6: Understanding Citrix Policies</li>
</ul>
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Module 4: Printing in a XenDesktop 7 Environment
<ul>
<li>
Exercise 4-1: To Alter the Default Printing Behavior</li>
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Exercise 4-2: To Control Client Printer Auto-Creation</li>
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Exercise 4-3: To Configure the Session Printers Policy</li>
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Exercise 4-4: To Configure the Universal Print Server</li>
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Exercise 4-5: Troubleshooting End-User Printing Issues</li>
</ul>
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Module 5: Resolving Issues Using Citrix Director
<ul>
<li>
Exercise 5-1: To Access Director and Search for an End User</li>
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Exercise 5-2: To View the Details page</li>
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Exercise 5-3: To Send a Message to an End User</li>
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Exercise 5-4: Shadowing an End-User Session</li>
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Exercise 5-5: To Reset an End-User Profile</li>
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Exercise 5-6: To End a Machine Process</li>
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Exercise 5-7: To End Applications</li>
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Exercise 5-8: To Enable and Disable Maintenance Mode</li>
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Exercise 5-9: Managing an End-User's Machine Power Status</li>
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Exercise 5-10: Disconnecting an End-User Session</li>
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Exercise 5-11: Logging Off an End User</li>
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Exercise 5-12: To Monitor the Infrastructure</li>
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Exercise 5-13: Monitoring Connected Sessions</li>
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Exercise 5-14: Monitoring Logon Duration Averages</li>
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Exercise 5-15: Monitoring Machine and End-User Connection Failures</li>
</ul>

Formations complémentaires

Course: XenApp and XenDesktop 7.1x  Administration (CXD310)<br />
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