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).
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