Use Remote Help with Microsoft Intune

Question 1

What is the default setting for Remote Help in Intune tenants?

Answer 1

By default, Intune tenants aren’t enabled for Remote Help.

Remote Help must be enabled tenant-wide for use.

Question 2

What must be done to use Remote Help with unenrolled devices?

Answer 2

You must turn on the setting to allow Remote Help on devices that aren’t enrolled in Intune.

This setting is disabled by default.

Question 3

What type of account is required to use Remote Help?

Answer 3

Both the helper and the sharer must sign in with a Microsoft Entra account from the organization.

Remote Help cannot assist users who aren’t members of the organization.

Question 4

What warning does a helper see before connecting to a user’s device?

Answer 4

A non-compliance warning about the device if it’s not compliant with its assigned policies.

This is an important compliance check.

Question 5

Where can administrators monitor active Remote Help sessions?

Answer 5

In the Microsoft Intune admin center, under reports and audit logs.

This includes details about who helped whom, on what device, and for how long.

Question 6

True or False: Remote Help can be used to assist users who are not members of the organization.

Answer 6

False

Only users within the organization can be assisted.

Question 7

Fill in the blank: To enable Remote Help, it must be turned on _______.

Answer 7

tenant-wide.

This setting applies to all users within the tenant.

Question 8

What is a limitation regarding Remote Help sessions?

Answer 8

You cannot establish a Remote Help session from one tenant to a different tenant.

This means that users must be within the same tenant to utilize Remote Help functionalities.

Question 9

Which platforms are supported for the feature?

Answer 9

• Windows 10/11,
• Windows 365,
• Android Enterprise Dedicated (Samsung and Zebra devices),
• macOS 13 and +,
• Azure Virtual Desktop

Question 10

What are the high level steps to configure Remote Help for your tenant ?

Answer 10

Task 1: Enable Remote Help
Task 2: Configure permissions for Remote Help
Task 3: Assign user to roles

Question 11

What are the 3 steps to enable Remote Help?

Answer 11

1. Purchase license as standalone or intune suite (car be a trial)
2. Go to Tenant administration > Remote Help.
3. On the Settings tab:
   - Set Enable Remote Help to Enabled to allow the use of remote help.
   - Set Allow Remote Help to unenrolled devices to Enabled if you want to allow this option. By default, this setting is Disabled.
   - Set Disable chat to Yes to remove the chat functionality in the Remote Help app. By default, chat is enabled and this setting is set to No.

Question 12

What does Remote Help use to set the level of access a helper is allowed?

Answer 12

Intune role-based access controls (RBAC)

RBAC allows you to determine which users can provide help and the level of help they can provide.

Question 13

When should you request an Unattended session in Remote Help?

Answer 13

When there’s no user at the sharer device to accept the remote help session

This prevents unauthorized access when a user is present.

Question 14

What does the built-in Help Desk Operator role set all permissions to by default?

Answer 14

Yes

This role grants all permissions unless customized.

Question 15

What options do you have for roles in Remote Help?

Answer 15

Use the built-in role or create custom roles

Custom roles can grant specific remote tasks and Remote Help app permissions.

Question 16

What are the 5 steps to assign user to roles ?

Answer 16

1. go to Tenant administration > Roles > and select a role that grants Remote Help app permissions.
2. Select Assignments > Assign to open Add Role Assignment.
3. Basics page: Assignment name and optional Assignment description
4. On the Admin Groups page, select the group that contains the user you want to give the permissions to. Choose Next.
5. On the Scope (Groups) page, choose a group containing the users/devices that a member is allowed to manage. You also can choose all users or all devices.
6. Review + Create

Question 17

What are the three different session modes available for Remote Help on Windows?

Answer 17

1. Request screen sharing
2. Request full control
3. Elevation

Question 18

What does the ‘Request screen sharing’ mode allow?

Answer 18

Requests view of the remote screen

Question 19

Why is ‘Request screen sharing’ recommended?

Answer 19

To minimize effect on end user privacy

Question 20

What does the ‘Request full control’ mode allow?

Answer 20

Requests full control of the remote device

Question 21

What is the purpose of the ‘Elevation’ mode in Remote Help?

Answer 21

Allows helpers to enter UAC credentials when prompted on the sharer’s device

Question 22

What additional capability does enabling ‘Elevation’ provide?

Answer 22

Allows the helper to view and control the sharer’s device when access is granted

Question 23

How can remote help app can be deployed on Windows devices?

Answer 23

• direct from Microsoft website
• as an Enterprise App Catalog app (Win 32 app)
• as a Win32 app

Question 24

How can you use remote help on a macOS device ?

Answer 24

• Remote Help Native macOS App (deployed as an unmanaged macOS PKG app or a LOB app to Microsoft Intune).
• Remote Help Web App

Question 25

What capabilities does Remote Help for macOS provide to the helper?

Answer 25

View only and full control capabilities

Question 26

What does a web app allow support teams to do during a connected session?

Answer 26

View the sharer’s device ## Footnote This feature facilitates real-time assistance and troubleshooting.

Question 27

What capabilities are supported by Remote Help app on Android

Answer 27

* Screen sharing * Full control * Unattended control ## Footnote This option minimizes the effect on end user privacy.