Verification
Resources
Acronyms
Mobility
Wild
100
What is the purpose of verification?
To verify that someone is the person they say they are
100
The article you're looking at has outdated information. What should you do?
Leave feedback!
100
NSD
National Service Desk
100
What is the first thing we should do every morning in intune to prepare for any mobile contact you could get?
PIM up
100
What should the naming convention for every short description be?
<Application/Hardware>: <Issue/Request>
200
How long is one verification good for?
The entirety of that phone call/contact
200
Before reaching out to an ASP, what is one thing you should always do?
Check the knowledge base
200
FCR
First Contact Resolution
200
If a user calls and states they left their iPhone in another state, what is one thing that is required for us to do?
Put the device in lost mode
200
If you need to step away for a moment (to use the restroom, take a phone call, etc.), what status should you be in in Talkdesk?
Personal
300
Give me 2 examples of when we would need to verify someone
-Changing a password
-Unlocking an account
-iPhone passcode reset
-Enabling an account
-Okta reset
300
Where can you find every district's Intranet sites? (i.e. 9Online, 5Spot, 10Central, etc)
300
CMT
Crisis Management Team
300
True or False: A customer can reset their mobile device password without an NSD agent's assistance
True - Virtual Agent
300
What should you do if someone from a Critical Business Line calls and says "I need an incident coordinator"?
Gather basic information and contact CMT
400
True or False: You need to verify someone if you're requesting a token for them
True
400
What is the difference between self service articles and service desk articles?
Self Service articles are meant for customers and can be distributed to them
400
ASP
Agent Service Partner
400
A user calls in and states they're trying to get to a website on their mobile device, but it's not working. What is one of the first things we should check?
If they are connected to Cisco AnyConnect on their phone
400
What is the LoginID we use for a wrong number or hangup?
J1Phone
500
List ALL verification methods (You only get points if you get all of them) ((hint: there's 6))
Okta
Teams Code Word
Outlook Code Word
Supervisor Code Word
Intune
Badge
500
Let's say you need to take a day off, what is the name of the tool you should check first to see if there are hours available?
The time off calendar
500
COST
Customer and Operational Support Team
500
If a user forgets their PIN for Outlook or Teams on their mobile device, what is the best way to go about resetting that?
Have them uninstall and reinstall the app
500
What two buttons in Bomgar allow you to elevate your session?
and