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Tier 1 - Base Evaluation Test

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Tier 1 - Base Evaluation Test

Question 1 of 29

1

Who can email audits from CAMS?

Select one of the following:

  • The Store Manager Only

  • Anyone with Store Email Access

  • The Store AA Only

  • Hardlines Manager, Softlines Manager, Store Manager

  • DLPMs Only

Explanation

Question 2 of 29

1

What VLAN does the Indyme Controller use?

Select one of the following:

  • Data (111)

  • Credit (POS) (222)

  • Fairway (112)

  • IP Camera (1010)

  • Extranet (555)

Explanation

Question 3 of 29

2

If store iPhones can connect to DSG Free and pull Mail, it is unnecessary to connect it to Fairway.

Select one of the following:

  • True
  • False

Explanation

Question 4 of 29

1

If a printer is printing but the store has an issue with it, its okay to tell them "If its printing, there is nothing else that I can do".

Select one of the following:

  • True
  • False

Explanation

Question 5 of 29

3

Check all of the following that are applicable to a BAUD rate with a QL420 Printer.

Select one or more of the following:

  • Verify the IP Address is at the Correct Store in Avalanche

  • Verify that the device is pinging using Avalanche

  • Change the Server Address to DKHM0221/DKHM0222

  • Push One Update

  • Push Two Updates

Explanation

Question 6 of 29

1

When submitting a Zebra Repair Order, it is unnecessary to include troubleshooting as long as the Vendor tab includes the date that you submitted the RO.

Select one of the following:

  • True
  • False

Explanation

Question 7 of 29

1

When a store printer is physically broken, we order a new printer of the same model (if possible) from CompuCom if both warranties are expired.

Select one of the following:

  • True
  • False

Explanation

Question 8 of 29

1

If an MCMD does not connect to Fairway and does NOT show in MobileIron, it MUST be sent back to the ITSD.

Select one of the following:

  • True
  • False

Explanation

Question 9 of 29

1

If you cannot solve an issue initially, what should your first course of action be?

Select one of the following:

  • Search for the answer (Templates, Knowledge Base, Tickets, SharePoint)

  • Ask another Tier 1 Agent

  • Ask Tier 2

  • Ask the Team Lead

  • Escalate the ticket to Tier 2

Explanation

Question 10 of 29

5

If a kiosk is not connecting wirelessly to the network, what are possible causes of this issue? (Check all that apply)

Select one or more of the following:

  • The store is potentially on Cell Backup, which would limit wireless connectivity

  • The store's Heat Maps have a dead zone (do to an AP that is off/not working) in the area where the kiosk is

  • The wireless adapter cord is broken

  • The wireless adapter is disabled

  • The kiosk is on the wrong VLAN

Explanation

Question 11 of 29

1

If a kiosk is showing nothing on its display, in every case an email to StoreWorks is necessary

Select one of the following:

  • True
  • False

Explanation

Question 12 of 29

1

What is the correct method of contacting StoreWorks?

Select one of the following:

  • Email StoreWorks from your personal email, using the draft, CC'ing the IT Service Desk

  • Email StoreWorks from the IT Service Desk email, using the draft

  • Email StoreWorks from your personal email, using no draft, CC'ing the IT Service Desk

  • Email StoreWorks from the IT Service Desk email, using no draft

Explanation

Question 13 of 29

1

If a register is Off 12, its safe to assume that the network cable is bad

Select one of the following:

  • True
  • False

Explanation

Question 14 of 29

5

If a register is Off 12, check all of the potential causes.

Select one or more of the following:

  • The register is on the wrong VLAN

  • The phone its plugged into (if it is), does not have Daisy-Chaining enabled

  • The patch cable is bad

  • The run from the wall port to the switch is unplugged

  • The run from the wall port to the switch is bad

  • The port on the mainboard of the register that is labeled "LAN" is damaged

  • The "PC" port on the phone (if its plugged in there and not the wall) is damaged

  • Port A on the register is damaged

  • Port B on the register is damaged

Explanation

Question 15 of 29

1

Lightning Fax supports faxes that are sent from the AA Email only.

Select one of the following:

  • True
  • False

Explanation

Question 16 of 29

1

If the Lodge CSP Machine's Printer (00XXXDKCSP02) is setup as a network printer, what is its IP Address supposed to be set to?

Select one of the following:

  • 10.X.XX.78

  • 10.X.XX.67

  • 10.X.XX.71

  • 10.X.XX.93

Explanation

Question 17 of 29

3

If troubleshooting is performed and not documented, its okay, as long we actually did the troubleshooting.

Select one of the following:

  • True
  • False

Explanation

Question 18 of 29

3

After troubleshooting a Cisco Phone and we warrant a replacement is necessary, we order from CompuCom and close the ticket when the store receives the phone.

Select one of the following:

  • True
  • False

Explanation

Question 19 of 29

3

Reseating a Daisy-Chained Register's Ethernet (from the register), then running a BCAN Interface Status is a way to see what port it is plugged into at the switch.

Select one of the following:

  • True
  • False

Explanation

Question 20 of 29

1

What is the IP Address of the Play Network?

Select one of the following:

  • 10.X.XX.168

  • 10.X.XX.148

  • 10.X.XX.158

  • 10.X.XX.58

Explanation

Question 21 of 29

1

If a user calls in for an update on a ticket, its okay to put "Store Called for Update" only in the Work Info.

Select one of the following:

  • True
  • False

Explanation

Question 22 of 29

1

If a user is frequently locked out and you see a "Frequent Account Lockout" ticket already open, just unlock the user's account and tell them that there is an open incident.

Select one of the following:

  • True
  • False

Explanation

Question 23 of 29

3

What are potential causes of a Frequent Account Lockout?

Select one or more of the following:

  • The user is logged into a VM with an old password

  • The user is logged into another PC with an old password

  • There is a stored password (locally on the PC) that is constantly locking the user out

  • The user's mobile device was not updated with their newest password (since their last pw change)

Explanation

Question 24 of 29

1

Its okay to leave a high Master Ticket, open and in "Unassigned" over the weekend.

Select one of the following:

  • True
  • False

Explanation

Question 25 of 29

1

(Usually) New Primary Servers are labeled "Host 01" and Old Primary Servers are labeled "Primary".

Select one of the following:

  • True
  • False

Explanation

Question 26 of 29

3

Workforce Management can run on which of the below machines?

Select one of the following:

  • Manager Workstations Only (1,2,3)

  • Manager Workstations (1,2,3) & SFS PC

  • CSP Machines Only

  • Any PC That is NOT an Auto-Login

Explanation

Question 27 of 29

1

When a register password is reset from the Cash Office, what is the default password?

Select one of the following:

  • Six 1's

  • Six 0's

  • Six 2's

  • The word "password", in all lower case

Explanation

Question 28 of 29

1

It is important to copy a Master Ticket, delete "MASTER" out of the title and relate as a "Duplicate Of" (if the email entails that relationship) BEFORE you save the ticket.

Select one of the following:

  • True
  • False

Explanation

Question 29 of 29

1

Which store positions should automatically have a DS3 account associated with their DKS#? (Check all that apply)

Select one or more of the following:

  • Store Manager

  • Hardlines Manager

  • Softlines Manager

  • None of the Above

Explanation

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