{"id":33609,"date":"2019-10-31T21:53:43","date_gmt":"2019-10-31T18:53:43","guid":{"rendered":"https:\/\/prohoster.info\/blog\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb\/"},"modified":"2019-10-31T21:53:43","modified_gmt":"2019-10-31T18:53:43","slug":"cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","status":"publish","type":"post","link":"https:\/\/prohoster.info\/da\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM for falsk positiv anmeldelse af antivirus DrWeb","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Et kapitel, hvor Doctor Web fjerner DLL-filen fra Samsung Magician servicemodulet, idet den betegnes som en trojaner, og for at kunne anmode om hj\u00e6lp fra supporten, er det ikke bare n\u00f8dvendigt at registrere sig p\u00e5 portalen, men ogs\u00e5 at starte serienummeret. Som forventet er det ikke muligt, da DrWeb sender en n\u00f8gle ved registreringen, og serienummeret genereres under registreringsprocessen baseret p\u00e5 n\u00f8glen \u2014 og gemmes INGENSTEDER. I processen skal man ud over serienummeret ogs\u00e5 indtaste TO h\u00e5ndskrevne CAPTCHA-koder: ved login og ved indsendelse af anmodningen til supporten.
\nSituationen er eventyrlig: ved havet er der en \u00f8, p\u00e5 den \u00f8 st\u00e5r der en egetr\u00e6, under egetr\u00e6et er en skat begravet, i skatten er der en hare, i haren er der en and, i anden er der et \u00e6g, i \u00e6gget er der en n\u00e5l, og i n\u00e5len er der Koshcheis d\u00f8d. Jeg ved, at en s\u00e5dan skjult mulighed for at kontakte supporten er en tendens. Men ikke i s\u00e5 h\u00f8j grad. <\/p>\n

Jeg vil fort\u00e6lle, hvordan man kan rette det.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nJeg er forsker, og n\u00e5r jeg l\u00f8ser UX-opgaver, giver jeg normalt brugerne opgaver, der involverer at udf\u00f8re scenarier i applikationer. Men livet er meget rigere og kaster uventede scenarier ned over forskerne selv.<\/p>\n

Jeg har brugt antivirusprogrammet DrWeb i lang tid, helt tilbage fra nullerne, og har flere gange st\u00f8dt p\u00e5 falske alarmer. DrWeb har allerede fjernet FastStone image viewer fra mit system og forvekslet batchbehandling af billeder med arbejdet fra en \"ransomeware\". Og endda f\u00f8r det fjernede DrWeb Steam.exe fra mig. Generelt har dette aldrig v\u00e6ret et problem f\u00f8r, og her er vi igen. <\/p>\n

Antivirusprogrammet bad om genstart. Intet indikerede dette. Jeg genstartede og s\u00e5 beskeden om, at DrWeb havde opdaget og fjernet f\u00f8lgende skadelige objekter: bcom.dll fra Samsung Magician-mappen i Program Files. \u00c5rsagen var truslen Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nHvad jeg gjorde derefter, fremg\u00e5r af dette brugererfaringskort:
\n\"CJM
\nStort kort<\/a><\/noindex><\/p>\n

Nogle screenshots, s\u00e5 du kan forst\u00e5 omfanget af problemet:
\n\"CJM
\n
\nFor at kunne bruge \"Supporten\" er det n\u00f8dvendigt at vide, at den tilbydes gennem DrWEB's hjemmeside. Jeg husker, at jeg havde store vanskeligheder med at finde det sidste gang. Hvad skal brugeren g\u00f8re, hvis han ikke har s\u00e5dan erfaring?
\n\"CJM
\n
\nI realiteten er alle disse begr\u00e6nsninger for at kontakte supporten rettet mod at minimere henvendelser. Ser du, hvor mange handlinger du som bruger skal udf\u00f8re for at l\u00f8se problemet?<\/p>\n

\"CJM
\n
\nMobiloperat\u00f8rer h\u00e5ndterer det p\u00e5 samme m\u00e5de, ved at introducere et voice menu (IVR), n\u00e5r de kontakter supporten. Dette minimerer belastningen p\u00e5 kontaktcentret, da mange kunder ikke venter p\u00e5 svar eller har sv\u00e6rt ved voice menuen og v\u00e6lger at l\u00f8se deres problem p\u00e5 andre m\u00e5der, for eksempel gennem hjemmesiden.<\/p>\n

Men hos DrWEB er det DEN ENESTE supportkanal. Jeg kan ikke l\u00f8se mit problem med falsk positiv via andre kanaler.<\/p>\n

Hvad kunne forbedres?<\/b><\/p>\n

\"CJM
\nStort kort<\/a><\/noindex><\/p>\n

Jeg forst\u00e5r, at forbedring af brugeroplevelsen ved kontakt til support kan v\u00e6re kostbart. Men i det mindste burde man fjerne CAPTCHA'er, automatisere indsendelse af rapporter og filer til analyse og g\u00f8re brugergodkendelse p\u00e5 portalen fra appen seamless. At hj\u00e6lpe brugere i sv\u00e6re situationer p\u00e5virker loyaliteten.<\/p>\n

Kilde: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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