Knowledge Base
Password Reset
Cisco Phones
LogMeIn Rescue
ELMS
100
If you solve an issue that's addressed in a KB article, what should you do when writing a ticket?
Attach the relevant article to the ticket
100
Can we reset a student's password for their parent if they have the student's permission?
No.
100
How long is the "Wrap Up" state in the Service Desk queue?
5 Minutes
100
Can you provide password resets over Live Chat?
No
100
Where should I look first if I just logged into my ELMS and don't see my course?
All Courses
200
Where you would go to search the Knowledge Base
itsc.umd.edu
200
If the user is in this branch, we cannot reset their password.
Inactive.
200
If you need to use the bathroom, your status should be set to this.
Not ready - Break
200
How many numbers is in the code that you provide a customer for a screen sharing session?
6
200
Who can add a TA to a course on ELMS?
Department Scheduler Only
300
How do we attach knowledge base articles to a ticket?
Write the ticket, save it, search for the article via the button next to the Short Description, and attach it.
300
A customer calls in for a password reset, yet the button isn't on User Lookup in their account. What is the reason?
They are in the inactive branch.
300
A faculty member calls and tells you they need help resetting their voicemail pin for their Cisco phone, what do you do?
Follow the step-by-step instructions on how to do so in the Knowledge Base
300
What is the address that you send the customer to for a screen share?
logmein123.com
300
How long after graduation can a student access ELMS?
6 months.
400
How do you find knowledge based articles authored by Crystal Tang?
Search Crystal Tang in the knowledge base search bar.
400
A student tells you the last 5 of their Social Security # and it is not the one in MVS, who should they contact to change it?
Office of the Registrar
400
Someone calls in wanting assistance changing the ringtone on their Cisco phone. What do you do?
Search in the Knowledge Base for the article on how to do so. OR Gear > Settings > Ringtone
400
How does a customer start a live chat?
itsc.umd.edu > "Chat With Us"
400
If a customer wants to speak to ELMS support, how should you respond?
They don't have a direct number and only work through tickets
500
What is the assignment group for the knowledge base?
dit-knowledge-mgmt
500
You receive a call from someone identifying themselves as an interpreter for DHHS. They are calling on behalf of someone needing a password reset. Do you follow through with the password reset?
Yes
500
Someone calls in wanting to order more phones for their department. What do you do?
Call Telecom and ask if they would like the call or a ticket.
500
What is the difference between desktop viewing session and remote control session?
Desktop viewing session only lets you see the user's desktop. Remote control session also lets you control the user's computer.
500
What is the name of the sandbox course you can use when trying to help an instructor set up their ELMS course?
Help Desk Student Instructor Practice
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