The helpdesk manager wants to find a solution that will enable the helpdesk staff to better serve company
employees who call with computer-related problems. The helpdesk staff is currently unable to perform effective
troubleshooting and relies on callers to describe their technology problems. Given that the helpdesk staff is
located within the company headquarters and 90% of the callers are telecommuters, which of the following
tools should the helpdesk manager use to make the staff more effective at troubleshooting while at the same
time reducing company costs? (Select TWO).

A.
Web cameras

B.
Email

C.
Instant messaging

D.
BYOD

E.
Desktop sharing

F.
Presence