HelpSpot
Phones
Helpdesk Admin
Kace
Other
100

The button that creates a new request.

What is the Create Request button?

100

The Help Center's phone number.

What is 2500?

100

This should always be copied and pasted into tickets regarding access to an account.

What is HelpDesk Admin?
100

This is the organization when signing into KACE.

What is CTA?

100

This should be checked at the start of every shift.

What is the trending board?

200

Where you type all of your notes about an issue.

What is the Notes Field?

200

This is the number for classroom support.

What is 4799?

200

The two ways to search for a user.

What are C# and last name?

200

This is the piece of information you need to retrieve from the customer when searching for a computer.

What is a Z number?

200

This is the name of the two-factor authentication used at SUNY Cortland.

What is Duo?

300

The tool that finds a user's information.

What is Live Lookup?

300

This sends your current call directly to another person or department.

What is a cold transfer?

300

This is how we verify someone's identity before assisting them with logging into the account.

What is zip code?

300

When searching for a computer, View By should be set to this.

What is All Computer Subtypes?

300

The regulation that states we must speak with the account holder.

What is FERPA?

400

The piece of information that provides the most accurate results in Live Lookup.

What is a C#?

400

This sends your current call to another person or department, but you speak to the other department before completion.

What is a warm transfer?

400

These are set up when Password Profile Status is Active.

What are security questions?

400
This is what you would choose between Inventory or Asset when searching.

What is an Asset?

400

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?

500
Required fields enforced by HelpSpot and full time staff.

What are Device Type, Support Topic, Priority Level, and THC Student Employee?

500

This connects your current call with another department and keeps you on the line as well.

What is a conference?

500

This is the indication that the password is set to the default.

What is the 1600 date in last password change?

500

This is the piece of information displayed in the search results.

What is a computer name?

500

We should always ask if there is a sticker with this name on the printer whenever handling a printer issue.

What is Usherwood?