The button that creates a new request.
What is the Create Request button?
The Help Center's phone number.
What is 2500?
This should always be copied and pasted into tickets regarding access to an account.
This is the organization when signing into KACE.
What is CTA?
This should be checked at the start of every shift.
What is the trending board?
Where you type all of your notes about an issue.
What is the Notes Field?
This is the number for classroom support.
What is 4799?
The two ways to search for a user.
What are C# and last name?
This is the piece of information you need to retrieve from the customer when searching for a computer.
What is a Z number?
This is the name of the two-factor authentication used at SUNY Cortland.
What is Duo?
The tool that finds a user's information.
What is Live Lookup?
This sends your current call directly to another person or department.
What is a cold transfer?
This is how we verify someone's identity before assisting them with logging into the account.
What is zip code?
When searching for a computer, View By should be set to this.
What is All Computer Subtypes?
The regulation that states we must speak with the account holder.
What is FERPA?
The piece of information that provides the most accurate results in Live Lookup.
What is a C#?
This sends your current call to another person or department, but you speak to the other department before completion.
What is a warm transfer?
These are set up when Password Profile Status is Active.
What are security questions?
What is an Asset?
This tool is used when information needs to be relayed between THC staff and it is too noisy to hear each other.
What is Teams?
What are Device Type, Support Topic, Priority Level, and THC Student Employee?
This connects your current call with another department and keeps you on the line as well.
What is a conference?
This is the indication that the password is set to the default.
What is the 1600 date in last password change?
This is the piece of information displayed in the search results.
What is a computer name?
We should always ask if there is a sticker with this name on the printer whenever handling a printer issue.
What is Usherwood?