220-1102 Question 801
Single answer4.9 Given a scenario, use remote access technologies.A technician needs to remotely support a Windows 11 laptop used by an employee working from home. The employee can sign in and use applications, but the technician must be able to view the employee's screen while the employee remains logged in and actively participate in troubleshooting. Company policy requires that the employee explicitly approve the session before the technician can connect. Which remote access technology should the technician use?
- A
Remote Assistance
- B
Remote Desktop
- C
SSH
- D
FTP
Show answer and explanation
Correct answer: A
Explanation
The best answer is Remote Assistance because the scenario specifically describes a help-desk style support session: the employee is actively using the PC, must remain logged in, and must explicitly approve the connection. Those are key characteristics of Remote Assistance. By contrast, Remote Desktop is more appropriate when an administrator needs full remote access to a system session rather than collaborative end-user support. SSH and FTP are remote access-related technologies, but they serve different purposes: SSH is for secure shell access, and FTP is for file transfers. This aligns with Microsoft best practices and product documentation distinguishing Remote Assistance for user-approved support sessions from Remote Desktop for direct remote system access.
- A. Correct.
Correct. Windows Remote Assistance is designed for support scenarios where a user invites or approves a helper to connect. It allows the technician to view the user's desktop while the user remains logged in, and with permission, the technician can interact with the session. This matches the requirement for active user participation and explicit approval.
- B. Incorrect.
Incorrect. Remote Desktop is intended to remotely access and control a system by starting a remote session, which typically locks or signs out the local interactive session on Windows client systems. That makes it a poor fit when the end user must stay logged in and collaborate during troubleshooting.
- C. Incorrect.
Incorrect. SSH provides secure command-line remote access and administration, primarily for text-based management. It does not meet the requirement to view and interact with the employee's graphical desktop in a standard Windows end-user support scenario.
- D. Incorrect.
Incorrect. FTP is a file transfer protocol used to move files between systems. It does not provide remote screen viewing or remote interactive support capabilities.