ESD

How long is a DOD ID number on the back of the CAC?

When creating a people record in Remedy, the criteria for the ID is:

Make sure your Soft Cloth is damped with alcohol to clean your CAC.

DLA accounts that start with a "K" signify what type of account?

In most cases Urgency and Impact on a ticket will be what number?

How many hours is the help desk open?

You need your Security+ certificate in order to use Dameware.

Publish Certs to GAL when receiving and new CAC.

What issue could fall under both a "Work Order" and "Incident"? KBA00004452

Disposition Services is for what?

DoD Root certificates needs to be installed in order for the DLA VDI to work.

Accounts are Deleted after how many days?

You can have your troubleshooting notes into the "Summary" field.

What 2 options would typically go in the "Reported Source" field in the ticket.

You can use DISA Remedy for any ticket.

You can fully do your job without a CAC.

You can do IE Triage on Fedmall call.

What does OWA stand for?

If a user can't login to Outlook, what troubleshooting step should you to take FIRST?

What does GAL stand for?

Which one isn't a Server with SAP?

For a cFolders account unlock you do not have to verify information.

Which one is NOT a selection in the "Connection Type"?

User can install software on a VDI.

"Drawings" is dealing with:

Which custom attribute is for PII?

J6 Enterprise Dashboard is for checking INFOSPOT, Maintenance, Network status, and other issues. KBA00004482

When working the Buckets, What actions are OK to do before calling the User? KBA00004286 (Select all that apply)

When working the Buckets, DLA J6 management requires 3 attempts to contact the user within 3 business days.

You can't insert a CAC in a Laptop via smart card reader.

IE Triage will not work on MIAP website problems.

Users can click and open hyperlinks in their email on a DLA machine.

What is the ESD number for DLA?

If a user calls in an says "My outlook says work offline." How do you resolve it?

If a User has a DIBBS account issue, what should be done?

Accounts are locked after how many days?

You need a Cage code to look up Users.

DLA accounts that start with a "M" signify what type of account?

What can you do in the SPOE?

DLA accounts that start with a "E" signify what type of account?

By default the DLA Applications folder is on the desktop.

How can a user access Outlook if they are NOT on the DLA network?

When a User gets a new CAC, what could they still do/use?

When a customer says something about MIAP, they might be a warehouse worker.

What we typically use in the Remedy menu? (Select all that apply)

The SAAR number is dealing with what app?

DSS and LOLA both are Mainframes, so they're exactly the same.

Which custom attribute is for Cyber Awareness Training(IA)?

A VDI is pulled from a server.

When working the Buckets, do not assign yourself to tickets you're working on.

In AMPS, you will see the EDIPI ID as 10 digits or 16 digits.

What field is required for every Energy Ticket?

You can't access cFolders until you create a DIBBS account.

Click all that apply to fixing a hung Outlook splash screen.

For a cFolders password reset or an account unlock, what must you verify?

What do you tell the customer after having them on hold?

What does IHD stand for?

Fedmall is about Shoppers and Orderers

When dealing with an Energy call, you will look up the user by their what?

Which of the follow are internal user domains?

When it comes to email, what DL stands for?

In an event of a disconnect, it's important for an agent to ask for a user's what?

The last two number of the cFolders ID is based on:

How can a user access Outlook if they are on the DLA network?

It's ok for agents to disclose their exact location.

Users register their DUNS number to get what? (Data Universal Numbering System)

!User's CAC isn't working, but their card was just issued 2 day ago and certs were published, What could you do first?

You can add attachments into a ticket.

When a User calls about Z-Pat, it is about DSS.

Before creating an incident for a user, be sure to check for what?

During IE Triage, in the "Delete Browsing History" step which boxes should be selected?

What type of certificate can interfere with certificate chains and cause a 'Hijacked Chain'?

If the User's CAC is blocked, you can unblock it in AD.

What is Pulse?

User: "I need some new applications on my VDI! What do I have to do?"

Users can't use Software Center.

The first step of IE Triage is selecting "reset."

Which one isn't an AD User ID?

What should you do if a customer's email returned an "Out of Office" message?

What’s the maximum wait time for having someone on hold?

All DLA Applications' passwords need at least 15 characters.

Work Orders: If a request doesn't fit an existing template, what should you do? KBA00004182

Dell Wyse Zero Client is a:

Interoperability Certificate needs to be removed

A "Network Printer" is a local IT issue.

Vendors can get to cFolders by:

Which one is a cFolders User ID?

Software Center does have some restricted applications.

DLA accounts that start with a "R" signify what type of account?

What kind of call is this? User: "I can't get into the handheld, my password is not working!"

Fedmall calls will ONLY be an escalation.

If a users info needs to be updated in Remedy, you should replace any out of date fields in their People Record directly

DLA accounts that start with a "D" signify what type of account?

The CAC will be Locked/Blocked if the User enters their PIN incorrectly 3 times.

IT Operations Center(ITOC) comes into play when there is:

How long is a cFolders ID?