{"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\/pl\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM dla fa\u0142szywego alarmu antywirusa DrWeb","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Rozdzia\u0142, w kt\u00f3rym Doctor Web usuwa DLL us\u0142ugi Samsung Magician, og\u0142aszaj\u0105c go trojanem, a aby z\u0142o\u017cy\u0107 zg\u0142oszenie do pomocy technicznej, nale\u017cy nie tylko zarejestrowa\u0107 si\u0119 na portalu, ale tak\u017ce poda\u0107 numer seryjny. Kt\u00f3rego oczywi\u015bcie nie ma, poniewa\u017c Dr.Web wysy\u0142a przy rejestracji klucz, a numer seryjny generowany jest w procesie rejestracji wed\u0142ug klucza \u2014 i nie jest przechowywany NIGDZIE. W tym procesie, opr\u00f3cz numeru seryjnego, nale\u017cy wprowadzi\u0107 DWIE r\u0119cznie wpisane CAPTCHA: przy logowaniu i przy wysy\u0142aniu zg\u0142oszenia do pomocy technicznej.
\nSytuacja bajkowa: na morzu na oceanie jest wyspa, na tej wyspie stoi d\u0105b, pod d\u0119bem jest zakopana skrzynia, w skrzyni \u2014 zaj\u0105c, w zaj\u0105cu \u2014 kaczka, w kacze \u2014 jajko, w jajku \u2014 ig\u0142a, a w igle \u2014 \u015bmier\u0107 Ko\u015bcieja. Wiem, \u017ce ukryta w ten spos\u00f3b mo\u017cliwo\u015b\u0107 skontaktowania si\u0119 z pomoc\u0105 techniczn\u0105 \u2013 to trend. Ale nie do tej miary. <\/p>\n

Opowiem, jak to naprawi\u0107.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nJestem badaczem i, rozwi\u0105zuj\u0105c zadania UX, zwykle daj\u0119 u\u017cytkownikom zadania do wykonania w aplikacjach. Ale \u017cycie jest znacznie bogatsze i podsuwa badaczom nieoczekiwane scenariusze.<\/p>\n

Korzystam z antywirusa DrWeb od dosy\u0107 dawna, jeszcze od lat zerowych, i wielokrotnie spotyka\u0142em si\u0119 z fa\u0142szywymi alarmami. DrWeb ju\u017c usun\u0105\u0142 mi FastStone image viewer, pomyliwszy pakietow\u0105 obr\u00f3bk\u0119 zdj\u0119\u0107 z prac\u0105 \u201eszyfratora\u201d. A jeszcze wcze\u015bniej DrWeb usun\u0105\u0142 mi Steam.exe. Generalnie, nigdy czego\u015b takiego nie by\u0142o, a tu zn\u00f3w. <\/p>\n

Antywirus poprosi\u0142 o ponowne uruchomienie. Nic to nie zapowiada\u0142o. Prze\u0142adowa\u0142em system i zobaczy\u0142em komunikat, \u017ce DrWeb wykry\u0142 i usun\u0105\u0142 nast\u0119puj\u0105ce z\u0142o\u015bliwe obiekty: bcom.dll z katalogu Samsung Magician, w Program Files. Przyczyn\u0105 by\u0142a gro\u017aba Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nCo robi\u0142em dalej, odzwierciedlone jest na tej mapie do\u015bwiadcze\u0144 u\u017cytkownika:
\n\"CJM
\nDu\u017ca mapa<\/a><\/noindex><\/p>\n

Kilka zrzut\u00f3w ekranu, aby\u015bcie zrozumieli skal\u0119 problemu:
\n\"CJM
\n
\nAby skorzysta\u0107 z \u201eWsparcia\u201d, nale\u017cy wiedzie\u0107, \u017ce odbywa si\u0119 ono przez stron\u0119 DrWEB. Pami\u0119tam, \u017ce w zesz\u0142ym razem mia\u0142em z tym du\u017co trudno\u015bci. A co ma zrobi\u0107 u\u017cytkownik, kt\u00f3ry nie ma takiego do\u015bwiadczenia?
\n\"CJM
\n
\nW zasadzie, wszystkie te ograniczenia dotycz\u0105ce kontaktu z pomoc\u0105 techniczn\u0105 maj\u0105 na celu minimalizacj\u0119 zg\u0142osze\u0144. Widzicie, ile czynno\u015bci musicie, jako u\u017cytkownicy, wykona\u0107, aby rozwi\u0105za\u0107 problem?<\/p>\n

\"CJM
\n
\nOperatorzy sieci kom\u00f3rkowych dzia\u0142aj\u0105 w podobny spos\u00f3b, wprowadzaj\u0105c menu g\u0142osowe (IVR) podczas kontaktu z pomoc\u0105 techniczn\u0105. Minimalizuje to obci\u0105\u017cenie centrum kontaktowego, poniewa\u017c wielu abonent\u00f3w nie czeka na odpowied\u017a lub ma trudno\u015bci z menu g\u0142osowym i pr\u00f3buje rozwi\u0105za\u0107 sw\u00f3j problem w inny spos\u00f3b, na przyk\u0142ad przez stron\u0119 internetow\u0105.<\/p>\n

Jednak w DrWEB to JEDYNY kana\u0142 wsparcia. Nie mog\u0119 rozwi\u0105za\u0107 swojego problemu z fa\u0142szywym alarmem w innych kana\u0142ach.<\/p>\n

Co mo\u017cna by poprawi\u0107?<\/b><\/p>\n

\"CJM
\nDu\u017ca mapa<\/a><\/noindex><\/p>\n

Rozumiem, \u017ce poprawa do\u015bwiadcze\u0144 u\u017cytkownik\u00f3w podczas kontaktu z pomoc\u0105 techniczn\u0105 mo\u017ce by\u0107 kosztowna. Ale przynajmniej mo\u017cna by usun\u0105\u0107 captcha, zautomatyzowa\u0107 wysy\u0142anie raport\u00f3w i plik\u00f3w do analizy oraz zapewni\u0107 bezproblemow\u0105 autoryzacj\u0119 na portalu z aplikacji. Pomoc u\u017cytkownikom w trudnej sytuacji wp\u0142ywa na lojalno\u015b\u0107.<\/p>\n

\u0179r\u00f3d\u0142o: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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