Refresher Training - US Holiday

The user has reported an issue with his Outlook app on his iPhone. What is the correct configuration item to use?

• FFHD - iPhone

• Office 365

• Mobile Applications - Office 365

Do you need to create a CALL Record for a status follow-up?

• Yes

• No

What is the correct process for third party or personal software request?

• Submit a request in IT Portal for Software Package

• Provide LAPS so you can install for the user

• Create a How Do I ticket and refer the user to request for temporary admin Rights

If the IT Locker Request is not working, what will you advise the user?

• Create an Incident and assign to OSS

• Submit a request in IT Portal for Hardware Return

• Contact Process Managers on SmarLocker process

The user said he cannot log in to IDP, what should you check while probing?

• User account in Active Directory

• Route the Incident right away

• Create a How Do I to set questions

If the KB you used has no FCR table and you were able to resolve the incident, what option should you choose when categorizing the ticket?

• Do not use FCR Prefix and resolve the ticket

• Use FCR Prefix and resolve the ticket

If the KB you used has multiple FCR tables and you were able to resolve the ticket, what should you do?

• Do not use FCR Prefix

• Follow the KB table for FCR - Resolved

• I don't know

If the user is not available and has an out of office message, what is the correct status of the ticket?

• Keep it "In Progress"

• Pending - scheduled when user is back

• Pending - strike

If the KB only has 1 FCR table and you were not able to resolve the ticket (routed), what categorization should you follow?

• Still use the FCR

  Prefix and route the

  ticket.

• Do not use FCR

  prefix for

Is it required to create a CALL record for all calls?

• Yes

• No

• It depends