MARCH'15 PKT

1.

2 points

User raised a ticket and requested to install uTraxx 3.5 on his machine. You copied the uTraxx 3.2u installer on users machine and run setup.exe. You should:

Copy ClientConfig.xml to C:\Users\user id\

Copy Client Config.xml to C:\utraxx\client folder

Copy ClientConfig.xml to C:\Windows\users\

2.

2 points

You just finished installing Hyperion Essbase 11 to User's machine but you are not seeing it in the Add-ins tab in MS Excel. You should:

Reboot the machine

Register Spreadsheet Add-in

Re-run the application via Advertisement in SCCM Client Center

3.

2 points

Jim Nyuin called in and reported that he can print a document from other applications but unable to print from SAP application. You should:

Check the SAP ID and set it as SAP output device

Create and assign the ticket to SAP Technical

None of the above

4.

2 points

Kathleen Priore called in and reported that a printer is unable to send / receive scanned emails and she’s unable to receive alert notifications. What should you do?

Assign the ticket to EOG as it is a server issue

Reinstall the printer driver of the affected PC

Get the IP address of the printer and update the printer with smtp.visy.com.au or smtp.visyap.pratt.com

5.

2 points

User IXOS buttons are not responding (forward, save and print), You have verified that java version, proxy and IE settings are all good. You should :

Assign ticket to NOG

Assign ticket to SAP Finance

Assign ticket to EOG

6.

2 points

It is a public holiday and you noticed that there is an unassigned P2 ticket raised to another team. What should you do?

Call the on-call person and inform them that a priority ticket was raised

Call the requestor and and get more information of the issue before you contact the assigned team

Send an email to the DL of the assigned group to let them know there is a priority ticket

7.

2 points

We can reinstall Nuance PDF Professional application for Visy Board users to what OS?

Only 32-bit system

Both 32-bit and 64-bit system

Only 64-bit system

8.

2 points

User called in and reported that multiple users are unable to print with Colors from a Lanier printer. You should:

Change the printer preference from the server

Reinstall the printer driver in the affected PC

Ask user to call Lanier support for cartridge change

9.

2 points

Tina Tran called in and reported that he cannot print an invoice from Logistics application. You should?

Set the printer as the default printer

Install a known working printer

Assign the ticket to BSG Application Support

10.

2 points

Nina Tolentino raised a ticket requesting to be delegated to customer.service@visy.com.au. You should?

Login to customer.service@visy.com.au and provide delegate access to her as requested

Advise him to contact Kate Cosford as she is the owner of the generic mailbox

Advise her to send a justification email for Tima’s approval

11.

2 points

User called in and requested to install Nuance PDF Professional 5 to a 64-bit machine. You should?

Deploy APP_NuancePDFProfessional5 (APP) and advise the user that installation will take 45 mins

Inform the user that the new version is Power PDF Advanced which costs $148.15 and it needs to be purchased

None of the above

12.

2 points

Sarah Durks raised a ticket and requested to remove a printer from the print server since it has been returned to the leasing company. What is the correct procedure to follow?

Assign the ticket to EOG

Connect to the server as admin and delete the printer

Assign the ticket to Mark Adriano

13.

2 points

You are installing a printer driver on the server and you have confirmed that their computers are using 32 bit and 64 bit OS. What is the correct procedure to follow?

Control panel > Devices and printers > right-click the printer > Printer properties > Device setting tab > add the driver

Control panel > Devices and printers > right-click the printer > Printer properties > Sharing tab > add the driver

Control panel > Devices and printers > right-click the printer > Printer properties > Advanced tab > add the driver

14.

2 points

Tuan Lee requested to install Mega sync client to WKS02222. You should:

Raise a ticket and assign it to EOG

Inform the user that the requested app is not allowed in Visy

Connect to WKS02222 and enter VA credentials to install the requested app

15.

2 points

User is requesting for MT Data username and password. You should:

Advise user to raise an IT Security Level 1 as it is a new access request

Advise user to contact Mallak Assafiri

Educate user that it is the same as their windows password

16.

2 points

User called in reporting that her DELL laptop battery is out of warranty and would like a replacement. You should:

Advise user to raise a Purchase Order

Advise user to raise a Hardware Procurement Request

Create a ticket and assign to EOG

17.

2 points

True or False: We need to create an Exchange Mailbox and create a task for Google Contacts when creating new Gmail accounts

True

False

Uncertain

18.

2 points

User is getting a bounce back email from Bounce randomly whenever sent an email. For further investigation you should :

Assign the ticket to EOG

Send email to Francois Ferrazza

Either A or B

19.

2 points

Which of the following statements is incorrect?

User and device needs to be in Admin container in AD before we install Essbase and Hyperion to user's machine

If user is requesting to have admin rights to his new PC, we do not need to seek approval if he is also an administrator of his old machine

User needs to change their proxy settings when connecting to VPN using a Visy computer

20.

2 points

Shaun Patel reported that the SAP production option is missing in SAP logon application. What should you do?

Assign the ticket to SAP Technical

Copy the SAP Common folder to user’s C drive

Reinstall SAP Logon application