Question 1

What is a Service Account?

Accepted Answer

Service accounts are accounts with elevated privileges.

Answer

Chris told us not to worry about Service accounts.

Answer

Service accounts are accounts that never get locked out.

Answer

Service accounts are accounts only used by Partners.

Question 2

How do we find out what is causing an Active Directory lockout?

Accepted Answer

Quest/Dell Data Change Auditor (AD Lockout Tool)

Answer

Open EAI > Click User Account Detail

Answer

Open RSA > Click Edit

Answer

Open Active directory > Click Member > View

Question 3

A customer’s recent password change has not been synchronized locally or on a server. Would this lock their account?

Accepted Answer

Yes.

Answer

No.

Question 4

How do we log into CyberArk?

Accepted Answer

- Username 
- PIN + RSA Token

Answer

- Email 
- PIN + RSA Token

Answer

- Username 
- Window's Password

Answer

- Privileged Account's Username (us-ealogavi) 
- PIN + Privileged Account's RSA Token

Question 5

During a call, How do we verify an Onshore Customer?

Accepted Answer

Verify home office location and PML.

Answer

Verify first and last name.

Answer

Verify their eye color.

Answer

Verify if they know Kaity

Question 6

How do we log into the RSA Admin Console?

Accepted Answer

- Username 
- PIN + RSA Token

Answer

- Email 
- PIN + RSA Token

Answer

- Username 
- Windows Password

Answer

- Email 
- Window's Password

Question 7

How can we tell if a customer's RSA token is out of sync?

Accepted Answer

Next TC

Answer

PIN Set

Answer

Type

Answer

Replacement

Question 8

A customer calls requesting an emergency token for 2 weeks' duration. Can we fulfill this request?

Accepted Answer

No.

Answer

Ask Kaity to do it. Kaity can do anything.

Answer

Yes.

Question 9

Are Contractors allowed to clear RSA PINs?

Accepted Answer

No.

Answer

Yes.

Question 10

Where is the Serial number of a Hard RSA Token located?

Accepted Answer

On the back of the Hard Token.

Answer

On the left of the Hard Token.

Answer

On the front of the Hard Token.

Answer

On the right of the Hard Token.

Question 11

What is the Ci for RSA issues?

Accepted Answer

RSA SecurID Software Token

Answer

Baby Yoda

Answer

RSA SecurID Software Token with Automation

Answer

RSA

Question 12

What is MyFusion?

Accepted Answer

Fusion is the Digital Nexus’ solution for ticket management.

Answer

Dragon Ball Super: Broly.

Answer

it is used for ordering items like new monitors.

Question 13

What is the definition of SDI Tickets?

Accepted Answer

Service Desk Interaction

Answer

Strategic Defense Initiative

Answer

Same Day intake

Answer

Samsung Display international

Question 14

What is the definition of INC Tickets?

Accepted Answer

Incident

Answer

Incorrect

Answer

Inconclusive

Answer

Incompatible

Question 15

What is the definition of RITM Tickets?

Accepted Answer

Requested Item

Answer

Ritmerk

Answer

G-Squad

Answer

Ritmaster

Question 16

What is the definition of PRB Tickets?

Accepted Answer

Problem

Answer

G-Squad

Answer

I don't know

Answer

Please Read Below

Question 17

What is the definition of CHG Tickets?

Accepted Answer

Change

Answer

Chest

Answer

Chance

Answer

Chasing Tickets

Question 18

True or False? A Knowledge Article must be attached to every interaction/Ticket.

Accepted Answer

True

Answer

False

Question 19

What is Better that No KB?

Accepted Answer

NOKB  KB

Answer

Chris said not to attach KB's

Answer

Chicken

Answer

Template

Question 20

What is Bomgar?

Accepted Answer

Bomgar is a locally installed chat support tool used by the National Support Center.

Answer

Bomgar is Adam's middle name.

Answer

Bomgar is the application used to purchase items to improve the speed of laptops.

Answer

Bomgar is used to ONLY remote into customer's laptop.

Question 21

How do you log into Bomgar?

Accepted Answer

-Username 
-PIN+RSA Token

Answer

-Email Address 
-PIN+RSA Token

Answer

-Username 
-Windows Password

Answer

-Email Address 
-Windows Password

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