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Tier 1 - Base Evaluation Test

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Tier 1 - Base Evaluation Test
gstera
Quiz by gstera, updated more than 1 year ago
gstera
Created by gstera almost 10 years ago
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Resource summary

Question 1

Question
Who can email audits from CAMS?
Answer
  • The Store Manager Only
  • Anyone with Store Email Access
  • The Store AA Only
  • Hardlines Manager, Softlines Manager, Store Manager
  • DLPMs Only

Question 2

Question
What VLAN does the Indyme Controller use?
Answer
  • Data (111)
  • Credit (POS) (222)
  • Fairway (112)
  • IP Camera (1010)
  • Extranet (555)

Question 3

Question
If store iPhones can connect to DSG Free and pull Mail, it is unnecessary to connect it to Fairway.
Answer
  • True
  • False

Question 4

Question
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".
Answer
  • True
  • False

Question 5

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

Question 6

Question
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.
Answer
  • True
  • False

Question 7

Question
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.
Answer
  • True
  • False

Question 8

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

Question 9

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

Question 10

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

Question 11

Question
If a kiosk is showing nothing on its display, in every case an email to StoreWorks is necessary
Answer
  • True
  • False

Question 12

Question
What is the correct method of contacting StoreWorks?
Answer
  • 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

Question 13

Question
If a register is Off 12, its safe to assume that the network cable is bad
Answer
  • True
  • False

Question 14

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

Question 15

Question
Lightning Fax supports faxes that are sent from the AA Email only.
Answer
  • True
  • False

Question 16

Question
If the Lodge CSP Machine's Printer (00XXXDKCSP02) is setup as a network printer, what is its IP Address supposed to be set to?
Answer
  • 10.X.XX.78
  • 10.X.XX.67
  • 10.X.XX.71
  • 10.X.XX.93

Question 17

Question
If troubleshooting is performed and not documented, its okay, as long we actually did the troubleshooting.
Answer
  • True
  • False

Question 18

Question
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.
Answer
  • True
  • False

Question 19

Question
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.
Answer
  • True
  • False

Question 20

Question
What is the IP Address of the Play Network?
Answer
  • 10.X.XX.168
  • 10.X.XX.148
  • 10.X.XX.158
  • 10.X.XX.58

Question 21

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

Question 22

Question
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.
Answer
  • True
  • False

Question 23

Question
What are potential causes of a Frequent Account Lockout?
Answer
  • 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)

Question 24

Question
Its okay to leave a high Master Ticket, open and in "Unassigned" over the weekend.
Answer
  • True
  • False

Question 25

Question
(Usually) New Primary Servers are labeled "Host 01" and Old Primary Servers are labeled "Primary".
Answer
  • True
  • False

Question 26

Question
Workforce Management can run on which of the below machines?
Answer
  • Manager Workstations Only (1,2,3)
  • Manager Workstations (1,2,3) & SFS PC
  • CSP Machines Only
  • Any PC That is NOT an Auto-Login

Question 27

Question
When a register password is reset from the Cash Office, what is the default password?
Answer
  • Six 1's
  • Six 0's
  • Six 2's
  • The word "password", in all lower case

Question 28

Question
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.
Answer
  • True
  • False

Question 29

Question
Which store positions should automatically have a DS3 account associated with their DKS#? (Check all that apply)
Answer
  • Store Manager
  • Hardlines Manager
  • Softlines Manager
  • None of the Above
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