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This course provides students with the skills required to troubleshoot and resolve issues faster, prevent issues from reoccurring and use the proper consoles during troubleshooting to determine the root cause of user issues.


TARGET AUDIENCE:
This course is intended for help desk representatives support XenApp and XenDesktop 7.x users.

COURSE OBJECTIVES:
Upon successful completion of this course, learners are able to:Complete help desk tickets thoroughly with the appropriate documentationTroubleshoot and resolve issues within their scope in a timely mannerEscalate issues that are out of scope to the appropriate team/individualEnsure issues are fully resolved and steps are taken to prevent them from reoccurringThink strategically and use the proper consoles during troubleshooting to quickly determine theroot cause of a problem.

Upon successful completion of this course, learners are able to:Complete help desk tickets thoroughly with the appropriate documentationTroubleshoot and resolve issues within their scope in a timely mannerEscalate issues that are out of scope to the appropriate team/individualEnsure issues are fully resolved and steps are taken to prevent them from reoccurringThink strategically and use the proper consoles during troubleshooting to quickly determine theroot cause of a problem.

Supporting XenApp and XenDesktop as a Help Desk Representative

  • XenApp and XenDesktop 7.x Architecture
  • XenApp and XenDesktop 7.x Infrastructure
  • Overview of the Help Desk

Configuring Citrix Receiver and Using Citrix StoreFront

  • Authentication to a XenApp or XenDesktop Environment
  • Understanding Citrix Receiver
  • Navigating Receiver
  • Troubleshooting Receiver Issues

Researching Issues with Citrix Studio

  • Delegated Administration
  • Working with Machine Catalogs
  • Working with Delivery Groups
  • Understanding Citrix Policies
  • Understanding End-User Profiles
  • Troubleshooting Policies

Printing in a XenApp and XenDesktop Environment

  • Printing Concepts
  • Architecture
  • Default Printing Behavior
  • Printer Provisioning
  • Citrix Universal Print Driver and Server
  • Troubleshooting Printing Issues

Resolving Issues Using Citrix Director

  • Citrix Director
  • Viewing User Details
  • Interacting with the End User
  • Resolving End-User Issues
  • Monitoring with the Director Dashboard
  • Troubleshooting Director Issues
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    • C Classroom
    • V Virtual Live
    • Cv In-Class Virtual
    • O Online
Virtual Live1/24/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days2000.002271421
CA San Diego1/24/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>2 days2000.002388924
Virtual Live5/31/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days2000.002271423
IA Urbandale5/31/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>2 days2000.002388867
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