Production Tools
Secure: This tab is where ITSD analysts can verify a user's identity, unlock accounts, and perform password reset.
Help Desk, specifically: Password Maintenance
What are the 5 stages of a Life Cycle of a Call?
Greeting, Triage, Troubleshooting, Fix/Assign, Set Expectations/Call Closure
What is the requirement for Android users?
Android 9 or higher
This is a physical device (or fob) whose front panel displays a 6-digit token code along with a series of bars each representing a 10-second interval until the token code will change.
Hard Token
This needs to be created in USP prior to calling Support Line.
An Incident Task.
Client Lookup: This indicates that a machine is on a list to exclude from enforcement.
OnExclusionList
This is part of your Triage section of an incident record where you note the exact steps the customer took to arrive at the error or symptom.
Describe Actions Prior to Issue
Maximum of 2 devices
This panel may provide helpful information in identifying what occurred during authentication attempts that happened prior to the user calling the help desk.
Recent Authentication Activity panel - Authentication Activity Monitor
This is one component of an effective BCP that is triggered when local weather conditions would hinder business operations.
Weather Contingency Plan (WCP)
Account Lookup: True or False - The Recent Account Lockouts section will display any lockouts for that ID within the past 14 days and may include the MS ID of the user.
False: may include machine data for the origin of the lockout and lockout category details
What type of Knowledgebase articles are visible to analysts only?
KnowIT
True or False: The Passcode that the user is asked to create during the activation process is a unique passcode used for accessing all Workspace ONE applications.
True
True or False: You will need to contact your supervisor if a customer gets passed around to multiple help desks (HR Help Desk transfer to ITSD, when not an IT issue).
False. You will need to contact Incident Management.
USP: This is the widget where you can check for a user's global group membership.
User Network Account Information
What should you tell a supervisor who needs to verify access or account status for one of their direct reports?
Direct the supervisor to view the information in Secure and provide them with assistance as needed. Emphasize that the information in Secure may only be provided to the Account Owner, per policy.
What other app does an Android user needs to install first before the dynamic apps?
Tunnel
True or False: When creating a new PIN during the login process, the new PIN is not validated against the PIN criteria until the user enters it the second time.
True
What are the Support Line hours?
Monday – Friday, 7:00 AM to 4:00 PM Central time
Help Center: This is designed to help end-users locate the self-service solutions to their "how to" technology questions.
If you suspect identity fraud, what button should you click within the Incident Record to report a Security Incident?
Create Security Incident button.
What global group should a user have in order to obtain a Workspace ONE license?
AZU_CORP_WorkspaceOne_UsersProduction
Think about the Validation process and what you have already learned about ODA token users. If the ODA token user receives the error message “Incorrect Credentials” after entering the received token code, is it possible that they entered an incorrect PIN?
No, because if the PIN was incorrect, the user would not have received the token code. Instead, they would get the "Incorrect Credentials" error after putting in the PIN.
What time is the KnowIT Knowledge Base cloned into Stage from Production?
Every 8PM CST