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Questions in this quiz (50)
1CFG Back Office Users work with a few number of different applications across different platforms.
- ATrue
- BFalse
2These are just some Information that is required when supporting Back Office Users: (based on the module)
- AThe number of users affected per group.
- BWhat is the error message that the user receives.
- CIf the application is installed in the machine, get the name and if possible ask the user for the information contained in the splash screen.
- DThe URL of the application that the user needs support with.
3__________________________ extends a private network across a public network, such as the Internet. It enables a computer to send and receive data across shared or public networks as if it were directly connected to the private network, while benefiting from the functionality, security and management policies of the private network.
- APrivate Internet Access
- BPrivate Internet Network
- CVirtual Private Network
- DVirtual Privacy Network
4VPN Common Issues affects Email Performance and it degrades Outlook response due to speed is lacking. What are 2 of the possible causes of this?
- AISP of the user is really slow based on the speed test
- BOutlook may not be configured for Cache Mode
- COutlook's registry is corrupted and needs to be uninstalled and reinstated.
- DSignificant number of objects to sync
5This error indicates that the workstation is not supported by Citizens SSL VPN. Only the following operating systems are permitted for remote access to Citizens network based resources: Microsoft Windows XP (Service Pack 2), Microsoft Windows Vista Business, Microsoft Windows Vista Enterprise and Windows 7 environment.
- AError Code 103
- BError Code 101
- CError Code 105
- DError Code 104
6This error code states - Your Device Does Not Comply with Minimum Security Standards or simply Windows FW not installed.
- AError Code 102
- BError Code 106
- CError Code 104
- DError Code 105
7Error Code 102 - Your Device Does Not Comply With Minimum Security Standards or simply System Process Failure
- ATrue
- BFalse
8Error Code 106 - Your Device Does Not Comply With Minimum Security Standards or simply states AV installed but not running. What are the 2 steps needed to resolve this?
- AVerify Firewall Settings
- BRight Click on the shield and select Enable?
- CEnsure that the workstation has at least Microsoft Windows XP Service Pack 2 or greater
- DSymantec Antivirus is installed but has been disabled as shown by the Symantec shield in the lower right with the red circle.
9We do not troubleshoot home networks! Make an effort, but if the user is unable to access the internet, they will need to contact their Internet service provider. (ISP)
and do dispatch cases for home networks.- ATrue
- BFalse
10_________________ is Personal Information Manager Developed by Microsoft. Although Outlook is prominently used an email application, it has other functions such as Personal Organizer in the form of Calendars, Task Managers, Contact Managers and Journals.
- AMicrosoft Session Initiation Protocol
- BMicrosoft Personal Assistant
- CMicrosoft Outlook
- DMicrosoft Office
11Exchange Server is an online service used to store Calendar Activities, Mail Server and Contact Manager. All information is stored within a server that is running on Windows Server.
- ATrue
- BFalse
12Features of Microsoft Exchange Server includes the ff:
- AThe search lets you find information from any corner of the inbox using keywords.
- BInformation Stored within an Exchange Server is highly secure as all emails are protected from direct outside sources.
- CThe exchange lets users share information using either Outlook Web Access or Outlook.
- DAllows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.
13What are the purposes of SMTP?
- AAllows a way to identify common errors such as email address entry.
- BAllows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.
- CAllows a way for Servers to communicate, identify and announce what type of communication they are initiating.
- DProvides rules for communication such as what type of email, where the email can be sent to and how big the email sent can be allowed.
14____________________ is a protocol used in VoIP communications allowing users to make voice
and video calls.- ASession Initiation Protocol
- BSessions Initiated Protocol
- CSessions Initiated Program
- DSessions Integrated Protocol
15Common use of SIP?
- AInstant Messaging
- BFor Sending/Receiving File
- CVoice Over Internet Protocol
- DChecking status of a user
16____________________ governs the policies that the CFG Email Exchange Server uses.
- AActive Directory
- BExchange Server
- CSIP
- DMailbox
17All mail exchange server can be resolved by using the CFG global exchange server cfgmailprof.
- ATrue
- BFalse
18CFG Outlook versions applicable/used in CFG are the ff.;
- AMS Outlook 2003
- BMS Office 2003
- CMS Outlook 2007
- DMS Outlook 2010
19_________________ is an Outlook data file that stores your messages and other items on your computer (local hard drive). This is the most common file in which information in Outlook is saved by home users or in small organizations.
- APersonal Shared Table
- BPersonal Storage Table
- CPersonal Standard Table
- DPersonal Sharing Table
20The Global Address List contains the names and e-mail addresses of everyone in the company organization.
- ATrue
- BFalse
21Current standard mailbox sizes:
Back Office Users ? 1000MB, 8MB attachment- ATrue
- BFalse
22Group Mailbox is a feature of the email client program that allows a user to maintain a list of email addresses and send messages to all of them at once.
- ATrue
- BFalse
23A functional mailbox or group mailbox is a mailbox that either a single user or multiple users can access at the same time and send e-mail from to support an accomplishing of a specific tasks/supporting issues that come across.
- ATrue
- BFalse
24Outlook provides a way to recover items after users delete them temporarily, even after users empty the Deleted Items folder. Items in the Recover Deleted Items are
only stored for a maximum of 30 days.- ATrue
- BFalse
25To find what server houses an end-user's Exchange mailbox, do the following:
- AThe "Mailbox store" text field will display the Exchange server name on which the end-user's mailbox resides.
- BSelect the Exchange General tab.
- CFind the end-user's Active Directory account in Active Directory Users & Computers.
- DIn the folder from where the user has deleted the item, or in the Deleted Items folder, click Recover Deleted Items on the Tools menu.
26_______________________ network drive is a virtual storage area that stores information that can be shared between computers for people who have access to it. It allows you to access after authenticating via directory service.
- AHome drive
- BNetwork drive
- CShared drive
- DLocal Drive
27Step No. 5 says on General Information - It is AGAINST CITIZENS POLICY TO MANUALLY MAP THESE TWO DRIVES. If a user is in the office and are not receiving drive mappings automatically, follow routing instructions. If the user is working remotely, follow instructions on the next slide.
- ATrue
- BFalse
28On Network Drive Troubleshooting, If unable to connect to the H and S drives (users that are in the office), do the ff. steps to resolve the issue;
- AIf the drive exists, have the end user disconnect the drive. Log off and on to windows.
- BDisable Offline Folders (My Computer > Tools > Folder Options > Offline files)
- CHave user go to Start then select Run.
- DType gpupdate /force then click OK. A DOS screen should pop up then go away. Then have the user
reboot.
29AD Lookup Tool is Web Based Application used in conjunction with Active Directory to check a user?s information and all resources connected to the user's account. What are the Information that can be gathered using the said tool?
- AUser's Work Groups
- BWorkstations Assigned
- CPrinter Accesses
- DShare Drive Access
30Deskside team were the one responsible for the ff. scope: Account Setup, Account Deletion, Account Corrections
- ATrue
- BFalse
31Server team's scope were the ff.
- AConnectivity Issues
- BAD Servers
- COWA
- DSoftware Escalations
32Service Manager uses a local-server environment.
- ATrue
- BFalse
33The ff. were the HPSM Major User interfaces
- ANavigator
- BFavorites and Dashboard
- CEditor Pane
- DToolbar Button
34In modifying columns, these are the ff. steps to process it: (Chronological Order)
- AClick the Search Incidents menu, Select the Open option, Click the Search button, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, Click the Proceed button.
- BClick the Search Incidents menu, Select the Open option, Click the Search button, , Click the More button, Click the Expand List arrow, Click the Collapse Navigator button, Click the Proceed button.
- CClick the Search Incidents menu, Click the Search button, Select the Open option,, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, Click the Proceed button.
- DClick the Proceed button, Click the Search Incidents menu, Click the Search button, Select the Open option,, Click the Collapse Navigator button, Click the More button, Click the Expand List arrow, .
35RACI stands for
- AResponsible, Accountable, Confirmed and Informed
- BResponsible, Accountable, Consulted and Informed
- CResponsible, Affirmative, Consulted and Informed
- DResponsive, Accountable, Consulted and Informed
36In using the Urgency on Incident Management, we have total of 4 indicators categorized as:
- AHIGH
- BCRITICAL
- CAVERAGE
- DMEDIUM
37Incident Management enables you to categorize and track different types of incidents, such as those related to software, equipment, facilities, and network. Incident Management also enables you to track the resolution of these incidents.
- ATrue
- BFalse
38In Exporting Record process, below were the steps in correct order: A. Click the Search Incidents menu item. B. Click the More button. C. Click the Export to Text File menu item.
D. Click the OK button. E. As required, complete/review the following fields. F. Click the Close button G. Click the Save button. H. Click the Search button.- AA, H, B, C, D, G, E, G, F
- BA, B, C, D, E, F, G, G, H
- CA, C, B, D, G, E, F, G, H
- DA, H, B, D, G, E, F, G, H
39_____________________ A short summary and detailed description of the issue.
- AIncident ID
- BStatus
- CTitle/Description
- DPhase
40__________________ the configuration item (CI) that is affecting the service negatively. This field is populated with data from the interaction record.
- AAffected Service
- BAffected Incident
- CAffected CI
- DIncident ID
41_________________________ determines how the record is processed. Options include incident, complaint, request for change, or request for information.
- ASub category
- BCategory
- CArea
- DImpact
42___________________ indicates how pressing the issue is for the several recipient.
- AUrgency
- BPriority
- CTasks
- DExpected Resolution Time
43_____________________ displays the figure of the incident workflow. It also indicates the phase of the incident is in currently, and traces the phase transition history.
- AActivities
- BRelated Records
- CImpacted Services
- DWorkflow
44The HP Service Manager (SM) enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.
- ATrue
- BFalse
45The Favorites and Dashboards menu allows you to store and retrieve frequently accessed views, you to create and store customized views and record lists.
- ATrue
- BFalse
46Editor pane buttons change according to the selected Service Manager application, the user's role, status of the selected record.
- ATrue
- BFalse
47Impact has the the ff. values to the business
- AEnterprise
- BSite/Dept
- CMultiple users
- DUser
48Incident Queue is a quick and easy way to access a lists of all logged incidents.
- ATrue
- BFalse
49Active is the where the assigned person to perform the task.
- ATrue
- BFalse
50A tasks is closed. The Incident Manager closes the task when the resolution is successful.
- AWaiting Phase
- BCancelled Phase
- CClosure Phase
- DReview Phase
Information
- Description
- Back office Module, HPSM Service Workflow, Registering an Interaction, Searching for Record, Exporting a Record, Modifying Columns, Incident Management,
- Author
- rubenetulodii
- Language
- English
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- 189
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