PST final assessment

1.

1 point

Which of the following is required when setting up callback arrangement with a customer? Select all that apply.

If there is a need to negotiate callback arrangement it should be an earlier date/time that the customer has required.

Let the customer decide on the date/time of the call back.

The terms "days off" or "rest days" should not be mentioned when setting up a callback with the customer.

The representative should insist on the date/time that is within his/her working hours.

2.

1 point

Where can user access free Knowledge Base articles ?

blackberry.com website

EAVT

BASC

BIS Admin Tool

3.

1 point

BlackBerry Protect Anti-Theft Protection:
In which situation/s will lead to a situation an unconfirmed e-mail used as a BlackBerry ID? Select all that apply.

The device user reset the BlackBerry ID password.

The device user changed the e-mail address used as a BlackBerry ID and did not confirm the new e-mail address.

The device user deleted the BlackBerry ID that was associated with the device.

The device user has not logged on to the BlackBerry ID website for more than a year.

4.

1 point

If a device log file has been created and saved on the BlackBerry 10 smartphone, what is it's location when viewed from that device?

Device > Documents > Logs

-.bbb

:\documents\logs

Media Card > bbswlt

5.

1 point

When someone finds your lost or stolen device and BlackBerry Protect is turned on, that person can't perform a security wipe n your device and set it up again without entering your BlackBerry ID and password. This statement is ...

True

False

6.

1 point

Which of the following features are newly available on BlackBerry 10 OS version 10.3.2? Select all that apply.

Preview time zones in an event.

Automatically merge contacts.

Select the line to use for phone calls.

Turn on private browsing more easily.

Open a related e-mail from an attachment.

Turn on voice support in reader mode.

Customize notification profiles.

7.

1 point

When the customer has decided on a definite date/time for a call back but the representative is not working on the agreed period of time, we can mention that the customer can have the option to call BlackBerry and another representative who is available will take over the Incident. This statement is ...

True

False

8.

1 point

Which of the following is/are true about the Anti-theft feature of BlackBerry Protect in relation to the BlackBerry ID applied on a BlackBerry 10 device? Select all that apply.

The BlackBerry ID e-mail should be confirmed to enable the Anti-theft feature of BlackBerry Protect on the BlackBerry 10 device.

If BlackBerry Protect is turned on, downgrading to a previous OS release is not possible.

When the BlackBerry Protect Anti-theft feature is turned on, the device user must enter the BlackBerry ID password to perform a security wipe of your smartphone.

The BlackBerry 10 smartphone is running on device software 10.3.2 to use the Anti-theft feature.

9.

1 point

What are the possible causes if a BlackBerry smartphone is detected by Windows but not the BlackBerry Desktop Software or BlackBerry Link? Select all that apply.

Power Management is enabled on the computer.

Selective Suspend is enabled on the computer.

User Account Control is enabled on the computer.

10.

1 point

What extra steps can be done if the screen of the BlackBerry device does not display anything, appears blank, or turns black although it is on after software update, before authorizing RMA for the device?

Perform a hard reset on the device.

Use the lock button to reboot the device.

Connect to a computer with an active BlackBerry Link software and make an attempt to update the device software of the BlackBerry Z30 device to 10.3.2.2558 after creating a backup.

Use BlackBerry Link or the blackberry.com website to update the device software of the Z30 device to 10.3.2.2558.

11.

1 point

Taking a screenshot of the BlackBerry 10 device is required in creating device logs using the Log Streaming method. This statement is ...

True

False

12.

1 point

Which of the following is true about performing software reload during troubleshooting with a BlackBerry 10 device user? Select all that apply.

Software reload and reset to factory defaults may be performed as soon as the customer stated the issue on the device.

A software reload can be performed anytime because there exists a KB article that outlines the steps on how to do software reload.

Software reload may be performed if the BlackBerry 10 device is in a dead state with a separate Working Log for the approval by a support staff member.

A software reload may be performed if the appropriate KB articles specify that such steps must be undertaken as part of the chain of resolution.

13.

1 point

Which of the following is considered as a device purchased directly from BlackBerry? Select all that apply

The device was purchased from a third-party re-seller.

The device was purchased from Amazon US/UK.

The device was purchased from the Porsche Design Store.

The device was purchased from ShopBlackBerry.

The device was purchased from the carrier.

14.

1 point

Which of the following is correct if a BBM message is sent between BlackBerry devices with BBM Protected enabled?

The BBM message is sent and received fastest using a BlackBerry OS device.

The BBM message is received by the BlackBerry Infrastructure and passed to the SIP infrastructure.

The BBM message uses BBM Protected encryption in addition to the existing BBM encryption.

15.

1 point

If a BlackBerry 10 smartphone is not being detected by a Windows computer, which of the following should be performed? Select all that apply.

Ensure that Storage and Access Settings on the device is properly enabled.

The computer firewall may need to be disabled temporarily.

Check that the USB cable is properly inserted into the device.

Use another USB cable or USB port on the computer.

16.

1 point

BlackBerry only provides support for legacy, BB10 and PRIV (future)

True

False

17.

1 point

BlackBerry Protect Anti-Theft Protection:
If there is an issue with the Anti-Theft Protection feature of the device that is related to an unconfirmed BlackBerry ID account, which of the following statements are true? Select all that apply.

If the device is purchased directly from BlackBerry, proceed with RMA

The device user should be referred to their point of purchase if the device was purchased from a retailer or service provider.

If the device user was not provided support from his/her service provider, escalate to tier3 to process an RMA

If the device was purchased from a retailer with a wireless service contract, redirect the customer to the service provider.

18.

1 point

In navigating and using BlackBerry Blend 1.2 which pairing of application and task completion is correct from the list? Select all that apply.

File Manager: Sort files and folders.

Calendar: Change or delete and event.

Settings: Search for a contact.

E-mail: Mark a message as read or unread.

19.

1 point

What are the methods of adding a user via BBM

SMS

BlackBerry PIN

captcha

NFC

20.

1 point

What are accomplished when appropriate redirect or transfer is performed after exhausting all necessary steps have been performed with the customer? Select all that apply.

The representative focused on what can be done instead of what cannot be done and the use of positive scripting.

All that is committed to the customer has been delivered.

Processing of necessary follow up has been completed.

Complete and accurate documentation has been performed.

21.

1 point

What is the threshold for all agreed hold time with the customer to prevent a markdown under the QA parameter "Call Control and Call Management?"

5 minutes

3 minutes

4 minutes

2 minutes

22.

1 point

Where can we check user's Email setting (pop,IMAP,SMTP) ? without the use of a search engine

SalesForce

BIS Admin Tool

EAVT

BASC

23.

1 point

A BlackBerry 10 device is connected to a computer through a USB cable but BlackBerry Link is not detecting the device. What should be the immediate action on the computer to diagnose the issue? Select all that apply.

Use any error message as a search key to find and use a support document from the Knowledge Base.

Disable USB Mass Storage Mode.

Set USB Connection that is appropriate for Windows or Mac.

Make all necessary efforts to make sure the latest version of BlackBerry Link is installed.

24.

1 point

Which of the following must be true before you can run BlackBerry Blend on your computer or tablet? Select all that apply.

Your computer must be connected to a docking station.

To connect to a mobile or Wi-Fi network, the computer or tablet must be connected to BlackBerry infrastructure.

If the computer or tablet is connected to a hub, the hub must not be connected to a power source.

IPv6 is enabled on the computer or tablet.

25.

1 point

It is okay to discuss about Customer Loyalty intervention and processes with the customers. This statement is ...

True

False

26.

1 point

Which of the following tasks can an administrator perform?

Invite other users to become administrators in the Enterprise Identity Administrator Console.

Add users to services.

Create an Enterprise Identity password policy.

Make changes in the user's carrier subscription

27.

1 point

Which of the following log capture methods wherein log file size will be increasingly large until it is stopped?

Log Streaming

Log Snapshot

Legal Logging

General Logging

28.

1 point

What is the default operating system or device software of the BlackBerry Passport smartphone?

10.3.1

10.2.1

10.1.1

29.

1 point

BlackBerry Protect Anti-Theft Protection:
To enable BlackBerry Protect on a BlackBerry 10 smartphone on device software 10.3.2 or later, there is no need to confirm the e-mail used as a BlackBerry ID. This statement is ...

True

False

30.

1 point

Unable to sync when using BlackBerry Desktop Software and Mac OS X 10.9 and above:
What is the version of Mac OS X that is not compatible with BlackBerry Desktop Software when synchronizing Contacts, Calendar, Tasks, and Memos? Select all that apply.

10.9 Mavericks

10.7 Lion

10.6 Snow Leopard

10.8 Mountain Lion

31.

1 point

Which of the following are new features of BBM

Start a private chat

Send an email

Enable security wipe

Edit or retract a message you sent

32.

1 point

If device logs of a BlackBerry 10 smartphone will need to be sent out to a SalesForce Incident through an e-mail message, the recipient e-mail address should be ...

help@rim.com

help@blackberry.com

devicelogs@blackberry.com

feedback@blackberry.com

33.

1 point

If running BlackBerry 10 OS version 10.3.2 and above with the BlackBerry Protect Anti-theft feature enabled there is no need to disable BlackBerry Protect before deleting the BlackBerry ID account. This statement is ...

True

False

34.

1 point

The BlackBerry Leap smartphone does not support the BlackBerry Virtual Expert. This statement is ...

True

False

35.

1 point

BBM subscriptions are associated with a BlackBerry ID. This statement is ...

True

False

36.

1 point

Which of the method of log capture follows the cycle of starting a log capture, reproducing the issue, and then stopping the log capture?

General Logging

Log Streaming

Legal Logging

Log Snapshot

37.

1 point

Which of the following is/a true about BlackBerry Protect, the Anti-theft feature, and the BlackBerry ID? Select all that apply.

Security Wipe and device setup require the BlackBerry ID password to proceed if the device software version is 10.3.2.

The Anti-theft feature on the device is not controlled by BlackBerry Protect.

On BlackBerry 10 device software version 10.3.2, the Anti-theft feature is enabled by default.

BlackBerry Protect although linked with BlackBerry ID is not enabled by default.

38.

1 point

A carrier representative transferred a customer who is using a BlackBerry Passport. What action/s should a Consultant accomplish? Select all that apply.

Use the Incident number with the associated carrier code to create an Incident.

Disconnect the call

Transfer back to the service provider

Help the customer troubleshoot the issue on the device.

39.

1 point

BlackBerry Protect Anti-Theft Protection:
If the device user has a BlackBerry 10 with device software 10.3.2 and that BlackBerry Protect is turned on, which situation/s has/have transpired where the BlackBerry ID password would be required to proceed with the setup of the device? Select all that apply.

The device was wiped using BlackBerry Link.

The BlackBerry device software was reloaded.

The smartphone was wiped remotely by an IT administrator.

The smartphone password is entered 10 times incorrectly.

40.

1 point

Which of the following features are available in BlackBerry Blend 1.2? Select all that apply.

Restore an unresponsive device.

Share BBM channel posts with contacts.

Attach files to e-mail messages on the device or the computer.

View calendar events by day, week, or month.

Sync media between a BlackBerry device and the computer.

Access BBM group chats, pictures, lists, and events.

Connect a device to BlackBerry Blend using a Wi-Fi, mobile, or USB connection.

41.

1 point

The submission of device logs from the BlackBerry 10 smartphones can be done in several ways. Identify the way in which log files can be submitted ?

Using the BlackBerry 10 device if it's able to establish a stable connection to a Wi-Fi or mobile network

If the user can BBM it

MMS

SMS

42.

1 point

Which of the following should you do to connect your device to BlackBerry Blend?

In Device Connections, turn on the Allow Connections switch.

Sign in with a valid BlackBerry ID.

Your device has a Wi-Fi connection, a mobile network connection, or a USB connection.

Make sure your device is running BlackBerry 10 OS version 10.3 or later.