Knowledge Enables Success
Gain the foundational knowledge needed to administer, configure, and utilize your BeyondTrust solution for optimum performance. BeyondTrust University training is designed to maximize the value of your BeyondTrust solutions by educating your users on best practices for configuring and using our products.
The Remote Support Administration course is ideal for administrators and support managers who want to learn how to configure and extend Remote Support for your unique environment. During the course, they will learn how to efficiently administer and configure Remote Support on an ongoing basis.
Flexible Training Options
This course is available in these formats:
Shared or Private Virtual - 16 hours over 4 days
Private On-site - 3 days (up to 10 seats)
All courses come with manuals, virtual lab environments, and access to BeyondTrust University’s education portal. Private sessions have up to 10 seats available.
Key Learning Objectives
Configure the Appliance – Learn how to configure Remote Support in the network, including: software installation, defining email alerts, and saving site backups
Establishing Security Policies – Set site-wide security options, define local users, create group policies, and add users and support teams through existing directory services, such as Active Directory
Enabling Support Options – Learn about representative and customer-initiated support options. Configure Support Buttons, Canned Scripts, Special Actions, collaboration, Jump technology, and public portals for deployment
Get Certified while earning CPE credits
Participants who successfully complete the Remote Support Administration training are eligible to take the associated BeyondTrust Certification exam and earn up to 16 hours of Continuing Professional Education (CPE) credits. Learn more about our certification program and see all of BeyondTrust University's digital badges with Credly here.
Course Syllabus
| Unit 1: Remote Support Introduction |
|---|
Welcome Course Overview |
Lesson 1: How Remote Support Works |
Lesson 2: Representative Console Interface |
Lesson 3: Administrator Interfaces |
Lesson 4: What is Supported |
Lesson 5: Version Options & Features |
| Unit 2: Configuration Options |
Lesson 1: Setting Site-Wide Options |
Lesson 2: Licensing Management |
| Unit 3: Support Options |
Lesson 1: Defining Skills |
Lesson 2: Defining Support Teams |
Lesson 3: Defining Issues |
Lesson 4: Configuring the Support Button |
Lesson 5: Canned Scripts & Custom Special Actions |
| Unit 4: Jump Technology |
Lesson 1: Understanding Jump Methods |
Lesson 2: Creating Jump Groups |
Lesson 3: Adding Jump Item Roles |
Lesson 4: Deploying Jump Clients |
Lesson 5: Deploying Jumpoints |
| Unit 5: Security and Roles |
Lesson 1: Setting Security Options |
Lesson 2: Session Policies |
Lesson 3: Defining Local Users |
Lesson 4: Defining Group Policies |
Lesson 5: Defining Group Policies with LDAP |
| Unit 6: Support Portal |
Lesson 1: Creating Public Sites |
Lesson 2: Customer Notices |
Lesson 3: Customizing the Customer Client |
Lesson 4: Understanding HTML Templates |
Lesson 5: Modifying Style Sheets |
| Appendices |
Appendix A: References |
Appendix B: Using Certificate Management |
Appendix C: Permissions |
Appendix D: Appliance Features |
Appendix E: Configure Representative Console Settings |
Appendix F: Glossary |
| Supplemental eLearning |
Vault |
Reporting |
Integration Client |
Appliance Administration |