1. who is our customer/hardware?
-core to every call.. what hardware is the cust using & how do they connect? probing questions

2. looking for assistance (peer support), search KB

3. vm laptop admin/local account logins

4. airwatch
-show kb's
-use cases: remote support, monitor setup, citrix, drivers, bitlocker,

4. when to use skype chat/remote for troubleshooting

5. mcafee/epoconsole

*6. fa password reset scenarios - password SYNC