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.
Ideal for help desk analysts, support professionals and managers, this course provides a solid understanding of the Representative Console, and what your customer sees during a support session. During the half-day course, your support representatives will become knowledgeable in session initiation, troubleshooting tools, session management and other support features. As a result, reps gain confidence and greater efficiency when initiating sessions and resolving customer issues.
Flexible Training Options
This course is available in the following formats:
Private Virtual - 4 hours
Private On-site - 4 hours
eLearning - Self-paced, 4 hours
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
Setup and Installation – Console setup and installation, a brief overview, and how to log in
Session Initiation – Using Click-to-Chat, attended and unattended session initiation options, public portal overview, and session initiation from the customer’s perspective
Representative Console Basics – Managing queues and sessions, screen sharing, session elevation, and chat tool utilization
Session Management Tools – Screen sharing tools, file transfer, using command shell and canned scripts, accessing system information, and representative collaboration
Mastering the Representative Console – Using Jump technology to access attended and unattended systems, supporting mobile devices and platforms, and accessing reports
Knowledge Check
Participants who successfully complete the Remote Support Console for Users training are eligible to take the associated BeyondTrust exam to verify knowledge and understanding.
Course Syllabus
| Unit 1: Laying the Foundation |
|---|
Welcome |
Lesson 1: Course Overview and Objectives |
Lesson 2: How Remote Support Works |
Lesson 3: Client Types |
Lesson 4: Representative Console Installation |
Lesson 5: Representative Console Overview |
| Unit 2: Support Sessions |
Lesson 1: Session Initiation Methods |
Lesson 2: Attended - Public Site |
Lesson 3: Attended - Support Button |
Lesson 4: Click-to-Chat |
Lesson 5: Unattended - Jump Clients |
Lesson 6: Unattended - Other Jump Methods |
Lesson 7: Accepting Sessions |
Lesson 8: End the Session |
Lesson 9: Surveys |
Lesson 10: Mobile Device Support |
| Unit 3: Session Tools |
Lesson 1: Session Control |
Lesson 2: Chat Features |
Lesson 3: Elevation |
Lesson 4: Collaboration |
Lesson 5: Screen Sharing |
Lesson 6: File Transfer |
Lesson 7: Command Shell |
Lesson 8: System Information |
Lesson 9: Registry Access |
| Unit 4: Representative Tools |
Lesson 1: Rep-to-Rep Collaboration |
Lesson 2: Dashboard |
Lesson 3: Adjust Representative Preferences |
Lesson 4: Support Button Management |
Lesson 5: Reporting |
| Supplementary Material |
References |
APPENDIX A: Glossary |