Mail Management

1.

James is unable to send or recieve emails in the Microsoft Office Outlook client. You have verified that he has not reached his mailbox limit and is able to send and recieve emails using Outlook Web Access. What troubleshooting method would you try next on the local PC?

A.

Recreate Mail Profile
B.

Repair Microsoft Office
C.

Reinstall Microsoft Office
D.

Rebuild Local Windows Profile

Correct Answer
A. Recreate Mail Profile

Explanation
Recreating the Mail Profile is less time consuming than all other options. Often the Mail Profile is corrupt and a recreating fixes the issue. See KB Article #:22318 for detailed steps.

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2.

Shannon's has started recieving emails that her mailbox size is near it's limit. She is requesting for the mailbox size to be increased because needs to retain records for a legal hold. How do we accomodate a Customer's request for mailbox size increase?

A.

Create Personal Folder
B.

Transfer ticket to ITS Collaborations
C.

Obtain Manager approval, then Transfer ticket to ITS Collaborations
D.

Delete all old emails
E.

Setup and run AutoArchive feature

Correct Answer
A. Create Personal Folder

Explanation
We want to assist the user with creating a Personal Folder over other options for several reasons. 1) During setup, we place the Personal Folder on the Customer's personal network drive (F Drive) in a Folder called F:\PST DO NOT DELETE. All data on the Network drives are backed up and since we are using the Personal Folder instead of a Shared Folder, it is secure. 2) We need to control/limit the mailbox size to ensure system stability and storage requirements 3) Deleting all old emails does not satisfy the Legal Hold requirement. 4) AutoArchive also does not satisfy the retention/hold requirement because, by default, the Archive is setup on the local drive, therefore, not backed up. NOTE: Even if the Customer does not need to retain for legal hold purposes, we are still responsible for guiding the Customer through the Personal Folder setup process.

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3.

Greg's computer was recently re-imaged and is unable to locate his Personal Folder. You remotely assist him to help him search for the file. You open his F drive and discover there are over 1000 items on his F drive, none of which immediately indicate the location of the Personal Folder. Using Microsoft Windows Search functionality, you search for all files that end with the extension _____ to help locate the MS Outlook Personal folder on the Customer's personal network drive (F Drive).

Correct Answer
PST
pst
*.pst
*.PST

Explanation
Microsoft Office Outlook stores Personal Folders with the PST file extension. Related Trivia: PST stands for Personal Storage Table. http://en.wikipedia.org/wiki/Personal_Storage_Table

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4

4.

Tracy needs help setting up a Personal Folder in Microsoft Office Outlook to help organize/archive old emails. In MS Outlook, the Data File Management screen is accessed using which method?

A.

MS Outlook>File (menu)>Data File Management...
B.

MS Outlook>Tools (menu)>Account>Settings>Data Files (tab)
C.

MS Outlook>Tools (menu)>Options>Mail Setup>E-mail Accounts... (button)>Data Files (tab)
D.

Start>Control Panel>Mail>Data Files... (button)
E.

Start>Control Panel>Mail>E-mail Accounts... (button)>Data Files (tab)
F.

Start>Control Panel>Mail>Show Profiles... (button)>Properties (button)>Data Files (tab)
G.

Start>Control Panel>Mail>Show Profiles... (button)>Properties (button)>E-mail Accounts... (button)>Data Files (tab)
H.

All of these options

Correct Answer
H. All of these options

Explanation
All of these options are correct. This is an example shows that there are often many ways to access the same screen. You may find one option more preferable than others. Choose which options is most memorable to you. Can you think of another way? Likely, there are more.

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5.

After recreating the Mail Profile for Kathy, her signature is not showing up on newly composed messages. Kathy's signature is msut be recreated from scratch.

A.

True
B.

False

Correct Answer
B. False

Explanation
When recreating the Mail Profile, the Signature File located under the user's local App Data folder structure is not removed. However, the settings/configuration is removed. Just follow these simple steps to reconfigure/re-select the signature. 1) Compose New Email 2) Click on Signature button in MS Office Outlook Ribbon 3) Click Signatures 4) Select signature for New and/or Replies/forwards, per the Customer's preference. 4) Click OK 5) Discard changes for new message (close window) 6) Compose new message again (this signature should display)

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