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Quiz #3

Description

Back office Module, HPSM Service Workflow, Registering an Interaction, Searching for Record, Exporting a Record, Modifying Columns, Incident Management,
rubenetulodii
Quiz by rubenetulodii, updated more than 1 year ago
rubenetulodii
Created by rubenetulodii over 9 years ago
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Resource summary

Question 1

Question
CFG Back Office Users work with a few number of different applications across different platforms.
Answer
  • True
  • False

Question 2

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

Question 3

Question
__________________________ 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.
Answer
  • Private Internet Access
  • Private Internet Network
  • Virtual Private Network
  • Virtual Privacy Network

Question 4

Question
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?
Answer
  • 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

Question 5

Question
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.
Answer
  • Error Code 103
  • Error Code 101
  • Error Code 105
  • Error Code 104

Question 6

Question
This error code states - Your Device Does Not Comply with Minimum Security Standards or simply Windows FW not installed.
Answer
  • Error Code 102
  • Error Code 106
  • Error Code 104
  • Error Code 105

Question 7

Question
Error Code 102 - Your Device Does Not Comply With Minimum Security Standards or simply System Process Failure
Answer
  • True
  • False

Question 8

Question
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?
Answer
  • 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.

Question 9

Question
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.
Answer
  • True
  • False

Question 10

Question
_________________ 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.
Answer
  • Microsoft Session Initiation Protocol
  • Microsoft Personal Assistant
  • Microsoft Outlook
  • Microsoft Office

Question 11

Question
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.
Answer
  • True
  • False

Question 12

Question
Features of Microsoft Exchange Server includes the ff:
Answer
  • 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.

Question 13

Question
What are the purposes of SMTP?
Answer
  • 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.

Question 14

Question
____________________ is a protocol used in VoIP communications allowing users to make voice and video calls.
Answer
  • Session Initiation Protocol
  • Sessions Initiated Protocol
  • Sessions Initiated Program
  • Sessions Integrated Protocol

Question 15

Question
Common use of SIP?
Answer
  • Instant Messaging
  • For Sending/Receiving File
  • Voice Over Internet Protocol
  • Checking status of a user

Question 16

Question
____________________ governs the policies that the CFG Email Exchange Server uses.
Answer
  • Active Directory
  • Exchange Server
  • SIP
  • Mailbox

Question 17

Question
All mail exchange server can be resolved by using the CFG global exchange server cfgmailprof.
Answer
  • True
  • False

Question 18

Question
CFG Outlook versions applicable/used in CFG are the ff.;
Answer
  • MS Outlook 2003
  • MS Office 2003
  • MS Outlook 2007
  • MS Outlook 2010

Question 19

Question
_________________ 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.
Answer
  • Personal Shared Table
  • Personal Storage Table
  • Personal Standard Table
  • Personal Sharing Table

Question 20

Question
The Global Address List contains the names and e-mail addresses of everyone in the company organization.
Answer
  • True
  • False

Question 21

Question
Current standard mailbox sizes: Back Office Users ? 1000MB, 8MB attachment
Answer
  • True
  • False

Question 22

Question
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.
Answer
  • True
  • False

Question 23

Question
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.
Answer
  • True
  • False

Question 24

Question
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.
Answer
  • True
  • False

Question 25

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

Question 26

Question
_______________________ 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.
Answer
  • Home drive
  • Network drive
  • Shared drive
  • Local Drive

Question 27

Question
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.
Answer
  • True
  • False

Question 28

Question
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;
Answer
  • 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.

Question 29

Question
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?
Answer
  • User's Work Groups
  • Workstations Assigned
  • Printer Accesses
  • Share Drive Access

Question 30

Question
Deskside team were the one responsible for the ff. scope: Account Setup, Account Deletion, Account Corrections
Answer
  • True
  • False

Question 31

Question
Server team's scope were the ff.
Answer
  • Connectivity Issues
  • AD Servers
  • OWA
  • Software Escalations

Question 32

Question
Service Manager uses a local-server environment.
Answer
  • True
  • False

Question 33

Question
The ff. were the HPSM Major User interfaces
Answer
  • Navigator
  • Favorites and Dashboard
  • Editor Pane
  • Toolbar Button

Question 34

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

Question 35

Question
RACI stands for
Answer
  • Responsible, Accountable, Confirmed and Informed
  • Responsible, Accountable, Consulted and Informed
  • Responsible, Affirmative, Consulted and Informed
  • Responsive, Accountable, Consulted and Informed

Question 36

Question
In using the Urgency on Incident Management, we have total of 4 indicators categorized as:
Answer
  • HIGH
  • CRITICAL
  • AVERAGE
  • MEDIUM

Question 37

Question
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.
Answer
  • True
  • False

Question 38

Question
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.
Answer
  • 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

Question 39

Question
_____________________ A short summary and detailed description of the issue.
Answer
  • Incident ID
  • Status
  • Title/Description
  • Phase

Question 40

Question
__________________ the configuration item (CI) that is affecting the service negatively. This field is populated with data from the interaction record.
Answer
  • Affected Service
  • Affected Incident
  • Affected CI
  • Incident ID

Question 41

Question
_________________________ determines how the record is processed. Options include incident, complaint, request for change, or request for information.
Answer
  • Sub category
  • Category
  • Area
  • Impact

Question 42

Question
___________________ indicates how pressing the issue is for the several recipient.
Answer
  • Urgency
  • Priority
  • Tasks
  • Expected Resolution Time

Question 43

Question
_____________________ displays the figure of the incident workflow. It also indicates the phase of the incident is in currently, and traces the phase transition history.
Answer
  • Activities
  • Related Records
  • Impacted Services
  • Workflow

Question 44

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

Question 45

Question
The Favorites and Dashboards menu allows you to store and retrieve frequently accessed views, you to create and store customized views and record lists.
Answer
  • True
  • False

Question 46

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

Question 47

Question
Impact has the the ff. values to the business
Answer
  • Enterprise
  • Site/Dept
  • Multiple users
  • User

Question 48

Question
Incident Queue is a quick and easy way to access a lists of all logged incidents.
Answer
  • True
  • False

Question 49

Question
Active is the where the assigned person to perform the task.
Answer
  • True
  • False

Question 50

Question
A tasks is closed. The Incident Manager closes the task when the resolution is successful.
Answer
  • Waiting Phase
  • Cancelled Phase
  • Closure Phase
  • Review Phase
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