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Citrix - CXD-104: Citrix XenDesktop 7 Helpdesk

Duration: 2 Days
Course Price: $1,995

Course Overview

This Citrix XenDesktop 7 instructor-led training course provides Helpdesk representatives with the skills required to effectively troubleshoot and resolve user issues faster, prevent issues from reoccurring and use the proper consoles during troubleshooting to quickly determine the root cause of user issues.

Students will leave class with the ability to troubleshoot user issues, including interpreting user needs, asking the proper questions to resolve common issues and applying documentation practices when troubleshooting to ensure a smooth transition when escalation is necessary.

Who should enroll in this course?

This two-day course is intended for helpdesk representatives that need to support XenDesktop 7 app and desktop users.

Key Skills

Upon successful completion of this training course, learners are able to:

  • Complete helpdesk tickets thoroughly with the appropriate documentation
  • Troubleshoot and resolve issues within their scope in a timely manner
  • Escalate issues that are out of scope to the appropriate team/individual
  • Ensure issues are fully resolved and steps are taken to prevent them from reoccurring
  • Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem.

Certification Preparation

Currently, there are no certifications related to this training course.

Course Overview

This Citrix XenDesktop 7 instructor-led training course provides Helpdesk representatives with the skills required to effectively troubleshoot and resolve user issues faster, prevent issues from reoccurring and use the proper consoles during troubleshooting to quickly determine the root cause of user issues.

Students will leave class with the ability to troubleshoot user issues, including interpreting user needs, asking the proper questions to resolve common issues and applying documentation practices when troubleshooting to ensure a smooth transition when escalation is necessary.

Who should enroll in this course?

This two-day course is intended for helpdesk representatives that need to support XenDesktop 7 app and desktop users.

Key Skills

Upon successful completion of this training course, learners are able to:

  • Complete helpdesk tickets thoroughly with the appropriate documentation
  • Troubleshoot and resolve issues within their scope in a timely manner
  • Escalate issues that are out of scope to the appropriate team/individual
  • Ensure issues are fully resolved and steps are taken to prevent them from reoccurring
  • Think strategically and use the proper consoles during troubleshooting to quickly determine the root cause of a problem.

Certification Preparation

Currently, there are no certifications related to this training course.

Preparatory Recommendations

Before taking this course, Citrix recommends that students have:

  • An understanding of server, desktop and application virtualization concepts
  • Take the free CXD-102 Introduction to Citrix XenDesktop 7 online course

Topic Outline

Provided is the topic outline for the Citrix XenDesktop 7 Helpdesk course:

Module 1: The Helpdesk and Citrix Solutions

  • Understanding Citrix Solutions
    • Desktop Virtualization
    • Networking Technologies
    • Collaboration and file sharing
  • Overview of the Helpdesk
    • Support Levels & Responsibilities
    • Troubleshooting Methodology
      • Define the issue
      • Gather detailed information
      • Consider possible causes
      • Create an action plan taddress the issue
      • Implement the action plan
      • Observe the results of the action plan
      • Document any changes following resolutions
  • XenDesktop 7 Architecture
    • Understanding components
      • Receiver
      • StoreFront
      • Delivery Controller
      • Studio
      • Director
      • Virtual Desktop Agent (VDA)
      • SQL Database
      • NetScaler
      • Hypervisor
      • Virtual Machines
    • XenDesktop 7 Infrastructure
    • Port Utilization
    • ICA Proxy
  • Reinforcement Exercise

Module 2: Citrix Receiver and the End-User Experience

  • StoreFront
  • Installing and configuring Receiver
  • Navigating Receiver
    • Accessing Receiver
    • Adding and Opening Applications
    • Accessing a Desktop
    • Downloading a Configuration File
  • Troubleshooting Tools
    • Connection Center
    • Event Logging
    • Citrix Scout and Tools as a Service (Taas)
  • Reinforcement Exercise

Module 3: Citrix Studio

  • Signing intStudio
  • XenDesktop Concepts
    • Administrator Roles
    • Administrator Scopes
    • Machine Catalogs
      • Maintenance Mode
      • Registered and Unregistered States
    • Delivery Groups
    • Policies
      • Resultant Set of Policy
    • User Profiles
  • Reinforcement Exercise

Module 4: Printing with XenDesktop 7

  • Printing Concepts
  • Printer Types
  • Default Printing Behavior
    • Altering the Default Printing Behavior
  • Printing Policies
  • Provisioning Printers
    • Citrix Universal Print Server
    • Universal Print Driver
    • Configuring the Universal Print Server
    • Auto-creating Client Printers
    • Controlling Client Printer Auto-Creation
    • Administrator-assigned Session Printers
  • End User Self-Provisioning
    • Auto-Retained Printers
  • Printer Drivers
  • Citrix Print Detective Tool
  • Troubleshooting Printing Issues
  • Reinforcement Exercise

Module 5: Resolving Issues with Citrix Director

  • Citrix Director
  • Accessing Director
  • Viewing User Details
    • Activity Manager
    • Machine Details
    • Session Details
    • Logon Duration
    • Personalization
    • HDX Panel
  • Interacting with the End User
    • Sending a Message tan End User
    • Shadowing an End User
  • Resolving End-User Issues
    • Resetting an End-User Profile
    • Ending a Machine Process
    • Ending applications
    • Enabling and Disabling Maintenance Mode
    • Managing an End-User’s Machine Power Status
    • Disconnecting a Session
    • Logging an End User Off
  • Administrator Features of Director
    • Monitoring within the Director Dashboard
    • Monitoring the Infrastructure Panel
    • Monitoring Connected Sessions
    • Monitoring Logon Duration Averages
    • Monitoring Machine and End-User Connection Failures
    • Monitoring Historical Trends
    • Viewing Trends
    • Searching using Filters
  • Reinforcement Exercise
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