CXD-105 - Citrix Virtual Apps and Desktops Help Desk Support (CXD-105)

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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.

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Prerequisites


This course requires little to no previous experience with the 7.x version of the platform; however, Citrix recommends completing the free Citrix Virtual Apps and Desktops Introduction bundle at training.citrix.com.

Detailed Class Syllabus


Module 1: Fundamental Architecture for the Help Desk Role


Introduction to Citrix Virtual Apps and Desktops
The Help Desk Role for Citrix Virtual Apps and Desktops
Help Desk Support Methodology
Citrix Help Desk Priorities

Module 2: Citrix Director


Introduction to Citrix Director
Navigating the Director Console
Performing Typical Help Desk Actions

Module 3: End User Access


Access Methods
Authentication
Subscriptions, Favorites, and Experience
Solving User Access Issues
Real World Troubleshooting Scenarios

Module 4: Citrix Receiver


Receiver Types
Receiver Deployment Methods
Solving User Issues with Citrix Receiver

Module 5: User Sessions


Defining User Sessions
Solving Session Related Issues

Module 6: Printing with User Sessions


Printer Types and Management
Solving Common Printer Related Issues

Module 7: Support


Citrix Help Desk Support Methodology
Solving Additional User Issues and Scenarios