CWS-115: Citrix Virtual Apps and Desktops 7 Help Desk Support

Learn to support end-users accessing virtual apps and desktops as part of a Citrix solution. In this course, you will learn to use Citrix Director to interact with user sessions and to capture information for solving issues or escalating to the administration team. Gain foundational knowledge about the Citrix Virtual Apps and Desktops technology and an understanding of how components interact. You will learn about each component focusing on common user related issues that may arise, and how to apply a methodical approach to solve them using real world scenarios. By the end of the course, you will be able to solve or escalate end-user issues appropriately.


Versions covered:
This course is currently based on Citrix Virtual Apps and Desktops 7 1912 LTSR components.


This course requires little to no previous experience with Citrix Virtual Apps and Desktops.


This course is built for those supporting a Citrix Virtual Apps and Desktops solution in a help desk or service desk capacity. An ideal candidate for this course interacts with end users to troubleshoot and resolve issues.

Course goals

During this course you will learn:

  • How to support end-users connecting to Citrix Virtual Apps and Desktops through Citrix Workspace App
  • How to use Citrix Director to gather information and interact with user sessions
  • A methodology to approach user related issues to minimize time to resolution
  • An understanding of the Citrix Virtual Apps and Desktops solution and the role of the components

Course content

Module 1: Fundamental Architecture for the Help Desk Role
Citrix Site Infrastructure and Deployment Models
The Help Desk Role in the Fundamental Architecture
Problem Resolution Methodology
The Help Desk Role Goals

Module 2: Citrix Director and its role in Help Desk Support
Citrix Director Role and Purpose
Access to Director for Help Desk Administrators
Common Director Monitoring Tasks
Common Help Desk Administrator Troubleshooting Tasks

Module 3: Providing and Troubleshooting End User Access
End User Access Overview
Components in the Access and User Layers
Support End User Access

Module 4: Citrix Workspace App
Workspace App Types
Deploying Citrix Workspace app
Pass though Authentication
Supporting Citrix Workspace App

Module 5: App and Desktop Launch
FlexCast Architecture
User Sessions
App and Desktop Launch Process
Supporting the App and Desktop Launch Process

Module 6: HDX Session - User Experience
User Profiles
HDX Technologies
Supporting User Sessions

Module 7: Printing
Introduction to Printing
Printing Components Overview
Supporting Printing


There is no exam or certification related to this training.