Quick Answer
The answer is take full control of the user’s desktop, along with the ability to view the user’s screen and restart the device remotely. These three actions are correct because Microsoft Intune’s remote assistance feature, built on Windows Remote Assistance (WRA) over RDP via HTTPS, grants help desk operators either full control or view-only access after obtaining explicit user consent, plus the ability to force a restart when needed. On the MD-102 exam, this question tests your understanding of the specific remote assistance actions available for Windows devices, often appearing as a select-all-that-apply scenario where a common trap is confusing “take control” with “take control without consent” or assuming file transfer is included. A reliable memory tip is “CVR” — Control, View, Restart — since these are the only three actions Intune’s remote assistance supports for Windows endpoints.
This MD-102 practice question tests your understanding of manage and maintain devices. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which THREE actions can you perform using Microsoft Intune's remote assistance feature for Windows devices?
View the user's screen.
Screen viewing is supported.
Reset the device's password.
Why wrong: Password reset is not part of remote assistance.
Transfer files to and from the device.
File transfer is supported.
Take full control of the user's desktop.
Full control is supported.
Restart a Windows service.
Why wrong: Restarting services is not a remote assistance feature.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
View the user's screen.
Option A is correct because Microsoft Intune's remote assistance feature, built on Windows Remote Assistance (WRA) using the Remote Desktop Protocol (RDP) over HTTPS, allows a help desk operator to view the user's screen with the user's explicit consent. This is a core capability for troubleshooting without taking control, enabling the administrator to see what the user sees in real time.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
View the user's screen.
Why this is correct
Screen viewing is supported.
Related concept
Read the scenario before looking for a memorised answer.
Reset the device's password.
Why it's wrong here
Password reset is not part of remote assistance.
Transfer files to and from the device.
Why this is correct
File transfer is supported.
Related concept
Read the scenario before looking for a memorised answer.
Take full control of the user's desktop.
Why this is correct
Full control is supported.
Related concept
Read the scenario before looking for a memorised answer.
Restart a Windows service.
Why it's wrong here
Restarting services is not a remote assistance feature.
Common exam traps
The trap here is that candidates confuse Intune's remote assistance with full remote control tools like TeamViewer or RDP, assuming all remote management actions (password reset, service restart) are bundled, but Microsoft deliberately limits remote assistance to view and full control only, with no administrative actions like password or service management.
Detailed technical explanation
Under the hood, Intune remote assistance leverages the Windows Remote Assistance (WRA) protocol, which uses RDP with a specific listener (port 3389) tunneled over HTTPS (port 443) via a relay service. The feature requires the user to initiate or approve the session via a one-time password or invitation file, ensuring consent-based access. In real-world scenarios, this is often used for first-level support where viewing the issue is sufficient, avoiding the security risks of full control.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
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FAQ
Manage and maintain devices — This question tests Manage and maintain devices — Read the scenario before looking for a memorised answer..
The correct answer is: View the user's screen. — Option A is correct because Microsoft Intune's remote assistance feature, built on Windows Remote Assistance (WRA) using the Remote Desktop Protocol (RDP) over HTTPS, allows a help desk operator to view the user's screen with the user's explicit consent. This is a core capability for troubleshooting without taking control, enabling the administrator to see what the user sees in real time.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 24, 2026
This MD-102 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MD-102 exam.
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