{"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\/et\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM vale positiivse DrWebi viiruset\u00f5rje jaoks","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Pealkiri, kus Doctor Web eemaldab Samsung Magician'i DLL, kuulutades selle troojaks, ja et esitada p\u00e4ring tehnilisse toe teenistusse, ei piisa vaid portaali registreerimisest, vaid tuleb m\u00e4rkida seerianumber. Seda, loomulikult, ei ole, sest DrWeb saadab registreerimise ajal v\u00f5tme, ja seerianumber genereeritakse registreerimise protsessis v\u00f5tme alusel - ning ei salvestata KUSAGIL. Protsessi k\u00e4igus tuleb, v\u00e4lja arvatud seerianumber, sisestada KAKS k\u00e4sitsi kirjutatud CAPTCHA-d: sisselogimisel ja tehnilise toe p\u00e4ringu saatmisel.
\nSituatsioon on muinasjutuline: merel, ookeanil on saar, sellel saarel on tamm, tamme all on maetud kirst, kirstus on j\u00e4nes, j\u00e4neses on part, partis on muna, munas on n\u00f5el ja n\u00f5elas on Koshchey surm. Ma tean, et sel viisil varjatud v\u00f5imalus \u00fchendust v\u00f5tta tehnilise toega - see on trend. Aga mitte nii kaugele. <\/p>\n

Ma r\u00e4\u00e4gin, kuidas seda parandada.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nMa olen uurija ja lahendades UX-\u00fclesandeid, annan tavaliselt kasutajatele \u00fclesandeid rakendustes stsenaariumide t\u00e4itmiseks. Kuid elu on palju rikkam ja pakub uurijatele ootamatuid stsenaariume.<\/p>\n

Ma kasutan DrWeb antiviirust juba \u00fcsna kaua, veel nullindatel, ja olen korduvalt kokku puutunud valeh\u00e4iretega. DrWeb on juba eemaldanud minu jaoks FastStone image viewer, v\u00f5ttes pildifailide pakettide t\u00f6\u00f6tlemise kr\u00fcptoraha t\u00f6\u00f6ks. Veel varem on DrWeb eemaldanud minu Steam.exe. \u00dches\u00f5naga, sellist asja pole kunagi olnud, ja n\u00fc\u00fcd j\u00e4lle. <\/p>\n

Antiviirus palus taask\u00e4ivitamist. Miski ei viidanud sellele. Ma taask\u00e4ivitasin ja n\u00e4gin s\u00f5numit, et DrWeb on avastanud ja eemaldanud j\u00e4rgmised pahavara objektid: bcom.dll Samsung Magician'i kaustast, Program Files'is. Ohuks oli Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nKuidas ma edasi tegutsesin, on kajastatud sellel kasutajakogemuse kaardil:
\n\"CJM
\nSuurem kaart<\/a><\/noindex><\/p>\n

M\u00f5ned ekraanipildid, et te m\u00f5istaksite probleemi ulatust:
\n\"CJM
\n
\nK\u00e4itumiseks \u201eToetuse\u201c saamiseks tuleb teada, et see toimub DrWEBi veebisaidi kaudu. M\u00e4letan, et eelmisel korral oli mul selle leidmine v\u00e4ga keeruline. Aga mis peaks tegema kasutaja, kellel ei ole sellist kogemust?
\n\"CJM
\n
\nTegelikult on k\u00f5ik need piirangud tehnilise toega \u00fchendust saamiseks suunatud kontakteerumise minimeerimisele. Kas n\u00e4ete, kui palju toiminguid peate, kasutajana, tegema, et probleemi lahendada?<\/p>\n

\"CJM
\n
\nMobiilsideoperaatorid k\u00e4ituvad samamoodi, sisestades h\u00e4\u00e4lek\u00e4itleja (IVR) klienditeenindusse helistades. See v\u00e4hendab kontaktikeskuse koormust, kuna paljud abonendid ei oota vastust v\u00f5i ei saa h\u00e4\u00e4lek\u00e4itlejaga hakkama ning lahendavad oma probleemi kuidagi muul viisil, n\u00e4iteks veebilehe kaudu.<\/p>\n

Kuid DrWEB-i puhul on see AINUS tugikanal. Ei saa lahendada valeh\u00e4ire probleemi muudes kanalites.<\/p>\n

Mida saaks parandada?<\/b><\/p>\n

\"CJM
\nSuurem kaart<\/a><\/noindex><\/p>\n

M\u00f5istan, et kasutajakogemuse parandamine tehnilise toe taotlemisel v\u00f5ib olla kulukas. Kuid v\u00e4hemalt v\u00f5iks eemaldada CAPTCHA-d, automatiseerida aruannete ja failide saatmise anal\u00fc\u00fcsiks ning luua rakenduse kaudu sujuv autentimine portaalis. Kasutajate abistamine keerulistes olukordades m\u00f5jutab lojaalsust.<\/p>\n

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

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