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Back office Module, HPSM Service Workflow, Registering an Interaction, Searching for Record, Exporting a Record, Modifying Columns, Incident Management,

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Quiz #3

Question 1 of 50

1

CFG Back Office Users work with a few number of different applications across different platforms.

Select one of the following:

  • True
  • False

Explanation

Question 2 of 50

1

These are just some Information that is required when supporting Back Office Users: (based on the module)

Select one or more of the following:

  • 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.

Explanation

Question 3 of 50

1

__________________________ 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.

Select one of the following:

  • Private Internet Access

  • Private Internet Network

  • Virtual Private Network

  • Virtual Privacy Network

Explanation

Question 4 of 50

1

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?

Select one or more of the following:

  • 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

Explanation

Question 5 of 50

1

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.

Select one of the following:

  • Error Code 103

  • Error Code 101

  • Error Code 105

  • Error Code 104

Explanation

Question 6 of 50

1

This error code states - Your Device Does Not Comply with Minimum Security Standards or simply Windows FW not installed.

Select one of the following:

  • Error Code 102

  • Error Code 106

  • Error Code 104

  • Error Code 105

Explanation

Question 7 of 50

1

Error Code 102 - Your Device Does Not Comply With Minimum Security Standards or simply System Process Failure

Select one of the following:

  • True
  • False

Explanation

Question 8 of 50

1

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?

Select one or more of the following:

  • 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.

Explanation

Question 9 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 10 of 50

1

_________________ 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.

Select one of the following:

  • Microsoft Session Initiation Protocol

  • Microsoft Personal Assistant

  • Microsoft Outlook

  • Microsoft Office

Explanation

Question 11 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 12 of 50

1

Features of Microsoft Exchange Server includes the ff:

Select one or more of the following:

  • 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.

Explanation

Question 13 of 50

1

What are the purposes of SMTP?

Select one or more of the following:

  • 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.

Explanation

Question 14 of 50

1

____________________ is a protocol used in VoIP communications allowing users to make voice
and video calls.

Select one of the following:

  • Session Initiation Protocol

  • Sessions Initiated Protocol

  • Sessions Initiated Program

  • Sessions Integrated Protocol

Explanation

Question 15 of 50

1

Common use of SIP?

Select one or more of the following:

  • Instant Messaging

  • For Sending/Receiving File

  • Voice Over Internet Protocol

  • Checking status of a user

Explanation

Question 16 of 50

1

____________________ governs the policies that the CFG Email Exchange Server uses.

Select one of the following:

  • Active Directory

  • Exchange Server

  • SIP

  • Mailbox

Explanation

Question 17 of 50

1

All mail exchange server can be resolved by using the CFG global exchange server cfgmailprof.

Select one of the following:

  • True
  • False

Explanation

Question 18 of 50

1

CFG Outlook versions applicable/used in CFG are the ff.;

Select one or more of the following:

  • MS Outlook 2003

  • MS Office 2003

  • MS Outlook 2007

  • MS Outlook 2010

Explanation

Question 19 of 50

1

_________________ 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.

Select one or more of the following:

  • Personal Shared Table

  • Personal Storage Table

  • Personal Standard Table

  • Personal Sharing Table

Explanation

Question 20 of 50

1

The Global Address List contains the names and e-mail addresses of everyone in the company organization.

Select one of the following:

  • True
  • False

Explanation

Question 21 of 50

1

Current standard mailbox sizes:
Back Office Users ? 1000MB, 8MB attachment

Select one of the following:

  • True
  • False

Explanation

Question 22 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 23 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 24 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 25 of 50

1

To find what server houses an end-user's Exchange mailbox, do the following:

Select one or more of the following:

  • 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.

Explanation

Question 26 of 50

1

_______________________ 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.

Select one of the following:

  • Home drive

  • Network drive

  • Shared drive

  • Local Drive

Explanation

Question 27 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 28 of 50

1

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;

Select one or more of the following:

  • 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.

Explanation

Question 29 of 50

1

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?

Select one or more of the following:

  • User's Work Groups

  • Workstations Assigned

  • Printer Accesses

  • Share Drive Access

Explanation

Question 30 of 50

1

Deskside team were the one responsible for the ff. scope: Account Setup, Account Deletion, Account Corrections

Select one of the following:

  • True
  • False

Explanation

Question 31 of 50

1

Server team's scope were the ff.

Select one or more of the following:

  • Connectivity Issues

  • AD Servers

  • OWA

  • Software Escalations

Explanation

Question 32 of 50

1

Service Manager uses a local-server environment.

Select one of the following:

  • True
  • False

Explanation

Question 33 of 50

1

The ff. were the HPSM Major User interfaces

Select one or more of the following:

  • Navigator

  • Favorites and Dashboard

  • Editor Pane

  • Toolbar Button

Explanation

Question 34 of 50

1

In modifying columns, these are the ff. steps to process it: (Chronological Order)

Select one or more of the following:

  • 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, .

Explanation

Question 35 of 50

1

RACI stands for

Select one or more of the following:

  • Responsible, Accountable, Confirmed and Informed

  • Responsible, Accountable, Consulted and Informed

  • Responsible, Affirmative, Consulted and Informed

  • Responsive, Accountable, Consulted and Informed

Explanation

Question 36 of 50

1

In using the Urgency on Incident Management, we have total of 4 indicators categorized as:

Select one or more of the following:

  • HIGH

  • CRITICAL

  • AVERAGE

  • MEDIUM

Explanation

Question 37 of 50

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 38 of 50

1

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.

Select one of the following:

  • 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

Explanation

Question 39 of 50

1

_____________________ A short summary and detailed description of the issue.

Select one of the following:

  • Incident ID

  • Status

  • Title/Description

  • Phase

Explanation

Question 40 of 50

1

__________________ the configuration item (CI) that is affecting the service negatively. This field is populated with data from the interaction record.

Select one of the following:

  • Affected Service

  • Affected Incident

  • Affected CI

  • Incident ID

Explanation

Question 41 of 50

1

_________________________ determines how the record is processed. Options include incident, complaint, request for change, or request for information.

Select one of the following:

  • Sub category

  • Category

  • Area

  • Impact

Explanation

Question 42 of 50

1

___________________ indicates how pressing the issue is for the several recipient.

Select one of the following:

  • Urgency

  • Priority

  • Tasks

  • Expected Resolution Time

Explanation

Question 43 of 50

1

_____________________ displays the figure of the incident workflow. It also indicates the phase of the incident is in currently, and traces the phase transition history.

Select one of the following:

  • Activities

  • Related Records

  • Impacted Services

  • Workflow

Explanation

Question 44 of 50

1

The HP Service Manager (SM) enables IT to improve service levels, balance resources, control costs, and mitigate risk exposure to the organization.

Select one of the following:

  • True
  • False

Explanation

Question 45 of 50

1

The Favorites and Dashboards menu allows you to store and retrieve frequently accessed views, you to create and store customized views and record lists.

Select one of the following:

  • True
  • False

Explanation

Question 46 of 50

1

Editor pane buttons change according to the selected Service Manager application, the user's role, status of the selected record.

Select one of the following:

  • True
  • False

Explanation

Question 47 of 50

1

Impact has the the ff. values to the business

Select one or more of the following:

  • Enterprise

  • Site/Dept

  • Multiple users

  • User

Explanation

Question 48 of 50

1

Incident Queue is a quick and easy way to access a lists of all logged incidents.

Select one of the following:

  • True
  • False

Explanation

Question 49 of 50

1

Active is the where the assigned person to perform the task.

Select one of the following:

  • True
  • False

Explanation

Question 50 of 50

1

A tasks is closed. The Incident Manager closes the task when the resolution is successful.

Select one of the following:

  • Waiting Phase

  • Cancelled Phase

  • Closure Phase

  • Review Phase

Explanation

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