3268816
Descripción
Test por rubenetulodii, actualizado hace más de 1 año
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Creado por rubenetulodii
hace más de 9 años
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Pregunta 1
Pregunta
CFG Back Office Users work with a few number of different applications across different platforms.
Respuesta
- True
- False
Pregunta 2
Pregunta
These are just some Information that is required when supporting Back Office Users: (based on the module)
Respuesta
-
The number of users affected per group.
-
What is the error message that the user receives.
-
If the application is installed in the machine, get the name and if possible ask the user for the information contained in the splash screen.
-
The URL of the application that the user needs support with.
Pregunta 3
Pregunta
__________________________ 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.
Respuesta
-
Private Internet Access
-
Private Internet Network
-
Virtual Private Network
-
Virtual Privacy Network
Pregunta 4
Pregunta
VPN Common Issues affects Email Performance and it degrades Outlook response due to speed is lacking. What are 2 of the possible causes of this?
Respuesta
-
ISP of the user is really slow based on the speed test
-
Outlook may not be configured for Cache Mode
-
Outlook's registry is corrupted and needs to be uninstalled and reinstated.
-
Significant number of objects to sync
Pregunta 5
Pregunta
This 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.
Respuesta
-
Error Code 103
-
Error Code 101
-
Error Code 105
-
Error Code 104
Pregunta 6
Pregunta
This error code states - Your Device Does Not Comply with Minimum Security Standards or simply Windows FW not installed.
Respuesta
-
Error Code 102
-
Error Code 106
-
Error Code 104
-
Error Code 105
Pregunta 7
Pregunta
Error Code 102 - Your Device Does Not Comply With Minimum Security Standards or simply System Process Failure
Respuesta
- True
- False
Pregunta 8
Pregunta
Error 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?
Respuesta
-
Verify Firewall Settings
-
Right Click on the shield and select Enable?
-
Ensure that the workstation has at least Microsoft Windows XP Service Pack 2 or greater
-
Symantec Antivirus is installed but has been disabled as shown by the Symantec shield in the lower right with the red circle.
Pregunta 9
Pregunta
We 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.
Respuesta
- True
- False
Pregunta 10
Pregunta
_________________ 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.
Respuesta
-
Microsoft Session Initiation Protocol
-
Microsoft Personal Assistant
-
Microsoft Outlook
-
Microsoft Office
Pregunta 11
Pregunta
Exchange 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.
Respuesta
- True
- False
Pregunta 12
Pregunta
Features of Microsoft Exchange Server includes the ff:
Respuesta
-
The search lets you find information from any corner of the inbox using keywords.
-
Information Stored within an Exchange Server is highly secure as all emails are protected from direct outside sources.
-
The exchange lets users share information using either Outlook Web Access or Outlook.
-
Allows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.
Pregunta 13
Pregunta
What are the purposes of SMTP?
Respuesta
-
Allows a way to identify common errors such as email address entry.
-
Allows users to schedule messages by fixing the start and endpoints. Separate messages for people inside and outside the organization can be created.
-
Allows a way for Servers to communicate, identify and announce what type of communication they are initiating.
-
Provides 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.
Pregunta 14
Pregunta
____________________ is a protocol used in VoIP communications allowing users to make voice
and video calls.
Respuesta
-
Session Initiation Protocol
-
Sessions Initiated Protocol
-
Sessions Initiated Program
-
Sessions Integrated Protocol
Pregunta 15
Pregunta
Common use of SIP?
Respuesta
-
Instant Messaging
-
For Sending/Receiving File
-
Voice Over Internet Protocol
-
Checking status of a user
Pregunta 16
Pregunta
____________________ governs the policies that the CFG Email Exchange Server uses.
Respuesta
-
Active Directory
-
Exchange Server
-
SIP
-
Mailbox
Pregunta 17
Pregunta
All mail exchange server can be resolved by using the CFG global exchange server cfgmailprof.
Respuesta
- True
- False
Pregunta 18
Pregunta
CFG Outlook versions applicable/used in CFG are the ff.;
Respuesta
-
MS Outlook 2003
-
MS Office 2003
-
MS Outlook 2007
-
MS Outlook 2010
Pregunta 19
Pregunta
_________________ 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.
Respuesta
-
Personal Shared Table
-
Personal Storage Table
-
Personal Standard Table
-
Personal Sharing Table
Pregunta 20
Pregunta
The Global Address List contains the names and e-mail addresses of everyone in the company organization.
Respuesta
- True
- False
Pregunta 21
Pregunta
Current standard mailbox sizes:
Back Office Users ? 1000MB, 8MB attachment
Respuesta
- True
- False
Pregunta 22
Pregunta
Group 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.
Respuesta
- True
- False
Pregunta 23
Pregunta
A 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.
Respuesta
- True
- False
Pregunta 24
Pregunta
Outlook 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.
Respuesta
- True
- False
Pregunta 25
Pregunta
To find what server houses an end-user's Exchange mailbox, do the following:
Respuesta
-
The "Mailbox store" text field will display the Exchange server name on which the end-user's mailbox resides.
-
Select the Exchange General tab.
-
Find the end-user's Active Directory account in Active Directory Users & Computers.
-
In the folder from where the user has deleted the item, or in the Deleted Items folder, click Recover Deleted Items on the Tools menu.
Pregunta 26
Pregunta
_______________________ 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.
Respuesta
-
Home drive
-
Network drive
-
Shared drive
-
Local Drive
Pregunta 27
Pregunta
Step 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.
Respuesta
- True
- False
Pregunta 28
Pregunta
On 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;
Respuesta
-
If the drive exists, have the end user disconnect the drive. Log off and on to windows.
-
Disable Offline Folders (My Computer > Tools > Folder Options > Offline files)
-
Have user go to Start then select Run.
-
Type gpupdate /force then click OK. A DOS screen should pop up then go away. Then have the user reboot.
Pregunta 29
Pregunta
AD 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?
Respuesta
-
User's Work Groups
-
Workstations Assigned
-
Printer Accesses
-
Share Drive Access
Pregunta 30
Pregunta
Deskside team were the one responsible for the ff. scope: Account Setup, Account Deletion, Account Corrections
Respuesta
- True
- False
Pregunta 31
Pregunta
Server team's scope were the ff.
Respuesta
-
Connectivity Issues
-
AD Servers
-
OWA
-
Software Escalations
Pregunta 32
Pregunta
Service Manager uses a local-server environment.
Respuesta
- True
- False
Pregunta 33
Pregunta
The ff. were the HPSM Major User interfaces
Respuesta
-
Navigator
-
Favorites and Dashboard
-
Editor Pane
-
Toolbar Button
Pregunta 34
Pregunta
In modifying columns, these are the ff. steps to process it: (Chronological Order)
Respuesta
-
Click 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.
-
Click 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.
-
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, Click the Proceed button.
-
Click 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, .
Pregunta 35
Pregunta
RACI stands for
Respuesta
-
Responsible, Accountable, Confirmed and Informed
-
Responsible, Accountable, Consulted and Informed
-
Responsible, Affirmative, Consulted and Informed
-
Responsive, Accountable, Consulted and Informed
Pregunta 36
Pregunta
In using the Urgency on Incident Management, we have total of 4 indicators categorized as:
Respuesta
-
HIGH
-
CRITICAL
-
AVERAGE
-
MEDIUM
Pregunta 37
Pregunta
Incident 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.
Respuesta
- True
- False
Pregunta 38
Pregunta
In 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.
Respuesta
-
A, H, B, C, D, G, E, G, F
-
A, B, C, D, E, F, G, G, H
-
A, C, B, D, G, E, F, G, H
-
A, H, B, D, G, E, F, G, H
Pregunta 39
Pregunta
_____________________ A short summary and detailed description of the issue.
Respuesta
-
Incident ID
-
Status
-
Title/Description
-
Phase
Pregunta 40
Pregunta
__________________ the configuration item (CI) that is affecting the service negatively. This field is populated with data from the interaction record.
Respuesta
-
Affected Service
-
Affected Incident
-
Affected CI
-
Incident ID
Pregunta 41
Pregunta
_________________________ determines how the record is processed. Options include incident, complaint, request for change, or request for information.
Respuesta
-
Sub category
-
Category
-
Area
-
Impact
Pregunta 42
Pregunta
___________________ indicates how pressing the issue is for the several recipient.
Respuesta
-
Urgency
-
Priority
-
Tasks
-
Expected Resolution Time
Pregunta 43
Pregunta
_____________________ displays the figure of the incident workflow. It also indicates the phase of the incident is in currently, and traces the phase transition history.
Respuesta
-
Activities
-
Related Records
-
Impacted Services
-
Workflow
Pregunta 44
Pregunta
The HP Service Manager (SM) enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.
Respuesta
- True
- False
Pregunta 45
Pregunta
The Favorites and Dashboards menu allows you to store and retrieve frequently accessed views, you to create and store customized views and record lists.
Respuesta
- True
- False
Pregunta 46
Pregunta
Editor pane buttons change according to the selected Service Manager application, the user's role, status of the selected record.
Respuesta
- True
- False
Pregunta 47
Pregunta
Impact has the the ff. values to the business
Respuesta
-
Enterprise
-
Site/Dept
-
Multiple users
-
User
Pregunta 48
Pregunta
Incident Queue is a quick and easy way to access a lists of all logged incidents.
Respuesta
- True
- False
Pregunta 49
Pregunta
Active is the where the assigned person to perform the task.
Respuesta
- True
- False
Pregunta 50
Pregunta
A tasks is closed. The Incident Manager closes the task when the resolution is successful.
Respuesta
-
Waiting Phase
-
Cancelled Phase
-
Closure Phase
-
Review Phase
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