Common Cases
What are three requirements a student must meet to be a fully registered student?
no holds on CalCentral
20% of tuition must be paid
enrolled in at least 1 unit
What are the four things you need to include in the work notes for an ID verification?
1. How/where/when you performed the ID verification
2. Berkeley email address / CalNet ID
3. Personal email address
4. What the customer needs assistance with
A customer spills a drink on their laptop. What is the first thing you should do before cleaning or troubleshooting anything else?
Disconnect/unplug the battery.Then clean affected areas and do not power the laptop back on until it is fully dry.
What are the two places in a ServiceNow ticket where an STC can document information, and which one is used to communicate directly with the customer?
Additional Comments and Work Notes. Additional Comments are used for messages to the customer; Work Notes are for troubleshooting/internal documentation. Customers are not emailed Work Notes, although they can still view them in ServiceNow.
Name all of the locations we provide support at.
Moffitt, 2610 Channing, MLK, Phone
Which form of ID that we accept is NOT accepted by 1Kosmos?
Cal1Card
Walk through the process to unlock a customer’s account if the note on CAT is “Verification OK - Do not unlock”.
Verify their identity and document it, keep/re-lock the account with email notifications off, refer the customer to ISO Security, and send the “ID Verified, Directing to ISO for Unlock” template. ISO handles the actual unlock.
A Windows laptop powers on and the keyboard lights up, but the screen stays completely black. Name two troubleshooting steps you could try before recommending professional repair.
Any two:
Turn up the brightness
Press Win + Ctrl + Shift + B to reset the display
Connect an external monitor
Reset the RAM
A customer contacts us using a personal email because they cannot access their Berkeley email. Their issue is related to CalNet. Where should you put their Berkeley email and their personal email in ServiceNow?
Berkeley email → Caller field
Personal email → Watch List
How many senior STCs do we currently have? Name them.
Will, Anirra, Dylan, Julian
Name five items that you can find in the STC toolkit at Moffitt/MLK
External drive, HDD docker + charger, windows installation flashdrive, ethernet to USB adapter, ethernet cable, thermal paste, wifi adapter, converter cables, gloves, wipes, external display, etc
How would you handle verifying a customer’s ID if they’re ID was stolen?
can accept a photocopy of valid government-issued photo ID is acceptable ONLY IF you can verify that the image & name on ID matches the customer’s
A customer says their Windows laptop has suddenly become extremely slow. Task Manager shows very high CPU or memory usage, but none of the apps listed appear to be responsible. Where should you look next?
Background Processes in Task Manager
A customer says Microsoft Office suddenly stopped working even though it worked yesterday. What Category should you select: Service Request or Service Interruption?
Service Interruption, because something that previously worked has stopped working and we are troubleshooting it.
Name 3 student teams (not including us) that are part of STS/SAIT.
Business Services (BST)
Endpoint Engineering (EE)
Network Engineering (NEA)
Staff Engagement
Outreach and Engagement (O&E)
Strategic Initiatives (SISA)
Student Leadership Training Coordinator
Student Technology Equity Program (STEP)
A customer calls the Helpdesk, complaining that they cannot access their CalNet account or log into CalCentral. They mention that they are a delegate and are trying to pay their child’s tuition. What is the best ServiceNow configuration item for this case?
STS - CalNet Delegate
What does it mean if a customer has a BLOCKED account on CAT?
The customer has changed their CalNet ID once before
You remove a customer's drive for data recovery, connect it to another computer, and Windows says:
“You need to format the disk before you can use it.”
What should you do?
Do NOT click Format. Formatting could destroy/overwrite the data you are trying to recover. You also should not initialize the disk or run repair tools on a failing drive before recovering the data.
You have sent a customer a solution over email, but they never respond to confirm whether it worked. After following up and waiting the appropriate amount of time, which close code would be most appropriate?
Solved Remotely — this can be used when you provided the solution by email or phone, even if the customer did not respond afterward.
Name the STC who has been tenured here the longest.
A student says their Xbox won't connect to eduroam. They registered its MAC address in SocReg, but it still isn't working. Identify two things they did wrong/need to change.
Use Berkeley-IoT instead of eduroam, and register the wireless MAC address through Get Online. They may also need Public IP enabled if the device requires uPnP
What is the email you should reach out to if you have a customer send a ticket containing sensitive information on ServiceNow? (specific email address needed)
Contact SN team: servicenow-support@berkeley.edu to delete ticket asap
You pull an encrypted Windows drive and connect it to the data-recovery computer. It asks for a 48-digit recovery key. What security feature are you dealing with, and what happens if the customer cannot obtain the key?
BitLocker. The customer needs their BitLocker recovery key; without the key, the data cannot be accessed/bypassed.
You receive a ticket from a residence hall student who says both their wired Ethernet connection AND eduroam are not working. Which Configuration Item should you use?
STS - In Room Connection.
When both wired and wireless connections are affected in the residence halls, STS - In Room Connection takes precedence over the individual network CIs.
What is the name of Clark's dog?
Mochi