Medium Investment: It is mandatory that help desk agents become familiar with the Troubleshooting Clients resource, which is provided to support troubleshooting and should serve as the primary reference for the first-level help desk agent. In addition, help desk agents and other support team members should become familiar with all the recommended training and user education resources, particularly the frequently asked questions (FAQ), the Quick Reference card, the how-to videos, the work smart guides, and the self-paced training. You might also consider conducting instructor-led training for this user profile.