Managed PC Windows 7 - Assessment II - Course Refresher

1. Evan is calling the Service Desk because he has received notification that his password is about to expire, and he needs assistance with changing it. According to Enterprise Directory - ID Administration in AIDU, after verifying he is on a Accenture-provided version of Windows 7, what set of instructions should be given to Evan?

Disconnect from the Internet. Hit ctrl+alt+delete. Select 'Change a password.' At prompt enter old password, new password, and confirm new password. Click the arrow key next to

Ensure connectivity to the Internet. Hit ctrl+alt+delete together. Select 'Change a password.' On the prompt enter Old Password, then New Password, and Confirm New Password. Click on the arrow beside Confirm New Password.

Go to MyAccess and click 'Change Password.'

There is nothing the user can do The password must be changed by a member of the ID Administratin team.

Ensure connection to the Internet. Hit ctrl+alt+delte. Select 'Lock this computer.' Unlock computer with New Password.

The correct set of instructions to be given to Evan is to ensure connectivity to the Internet, hit ctrl+alt+delete together, select 'Change a password,' enter the old password, then the new password, and confirm the new password. Finally, click on the arrow beside Confirm New Password. This set of instructions ensures that Evan can change his password successfully while being connected to the Internet and following the necessary steps in the correct order.

Explanation

The correct set of instructions to be given to Evan is to ensure connectivity to the Internet, hit ctrl+alt+delete together, select 'Change a password,' enter the old password, then the new password, and confirm the new password. Finally, click on the arrow beside Confirm New Password. This set of instructions ensures that Evan can change his password successfully while being connected to the Internet and following the necessary steps in the correct order.

2. Alex has an external device he that is not working properly after his upgrade. He is calling the Service Desk for assistance. According to Windows 7 Managed PC - Operational Issues what is most likely cause for this problem?

The device is not supported for MPC Windows 7.

The image is corrupt.

The user attempted to plug-and-play. MPC Windows 7 does not support plug-and-play. The machine must be shut down before connecting external devices.

MPC Windows 7 machines have been locked down and new devices cannot be installed.

MPC Windows 7 requires 64-bit drivers for external devices. External devices without 64-bit drivers will not work.

The most likely cause for Alex's external device not working properly after his upgrade to Windows 7 is that MPC Windows 7 requires 64-bit drivers for external devices. If the device does not have 64-bit drivers, it will not work with Windows 7.

Explanation

The most likely cause for Alex's external device not working properly after his upgrade to Windows 7 is that MPC Windows 7 requires 64-bit drivers for external devices. If the device does not have 64-bit drivers, it will not work with Windows 7.

3. Olivier is contacting the Service Desk because he wants to change his BitLocker PIN. Following the instructions in AIDU under BitLocker - BitLocker Managed PC what should the user click on in Control Panel to access BitLocker Drive Encryption?

System and Security

User Accounts

Programs

Ease of Access

Appearance and Personalisation

The user should click on "System and Security" in Control Panel to access BitLocker Drive Encryption.

Explanation

The user should click on "System and Security" in Control Panel to access BitLocker Drive Encryption.

4. Camile is calling the Sevice Desk because she is unable to change her screen saver. What information should be given to Camile according to AIDU Windows 7 Managed PC - Operational Issues?

The screen saver can only be changed by LTS.

Screen savers can be changed by going to the Accenture Portal and clicking on the screen saver tool.

The MPC Windows 7 design does not allow the screen saver to be changed.

It is against Accenture policy 57 to have a personalised screen saver.

Screen savers can only be changed when the notification to change your screen save appears in the system notification tray.

According to the AIDU Windows 7 Managed PC - Operational Issues, the information that should be given to Camile is that the MPC Windows 7 design does not allow the screen saver to be changed. This means that Camile will not be able to change her screen saver due to the design limitations of the Windows 7 operating system on her managed PC.

Explanation

According to the AIDU Windows 7 Managed PC - Operational Issues, the information that should be given to Camile is that the MPC Windows 7 design does not allow the screen saver to be changed. This means that Camile will not be able to change her screen saver due to the design limitations of the Windows 7 operating system on her managed PC.

5. Tim is working from home and is calling the Service Desk because he is receiving a software update installation alert in the notification tray. According to Configuration Manager - Operational problems in AIDU what instruction(s) should be given to Tim.

To do nothing the issue will eventually resolve itself.

To reboot his machine.

To click on install updates and reboot if prompted.

To install the updates from SAC.

To see LTS as soon as possible.

The correct instruction to give to Tim is to click on install updates and reboot if prompted. This means that Tim should take action and initiate the installation of the software updates. If he is prompted to reboot his machine after the installation, he should do so. This will ensure that the software updates are successfully installed and any potential issues are resolved.

Explanation

The correct instruction to give to Tim is to click on install updates and reboot if prompted. This means that Tim should take action and initiate the installation of the software updates. If he is prompted to reboot his machine after the installation, he should do so. This will ensure that the software updates are successfully installed and any potential issues are resolved.

6. Matthew is encountering a hanging black screen during his self-upgrade and has called the Service Desk for assistance. According to AIDU Windows 7 - Installation and Configuration where should Matthew be referred for resolution of his issue?

Managed PC Windows 7 Project Team

LTS

ID Administration Team

Manged PC Windows 7 End User Wiki

The Microsoft Windows 7 support site

Matthew should be referred to LTS for resolution of his issue.

Explanation

Matthew should be referred to LTS for resolution of his issue.

7. After upgrading to MPCWin7, Eric is missing the SAP application which he had installed in Workstation 7. According to Windows 7 - Installation and Configuration in AIDU how can Eric get SAP re-installed?

Using the Accenture Connection tool.

Downloading the software from the vendor site.

Users are not allowed to install any software that is not part of the image on MPC Windows 7 machines.

The installation will be available through Configuration Manager.

By downloading the installation at software.accenture.com.

Eric can get SAP re-installed by downloading the installation at software.accenture.com.

Explanation

Eric can get SAP re-installed by downloading the installation at software.accenture.com.

8. Sophie is calling the Service Desk because, while attempting to change her password by hitting ctrl+alt+delete she received the following error message: “Configuration information could not be read from the domain controller, either because the machine is unavailable, or access has been denied,” after clicking to confirm her new password. According to the Enterprise Directory - Password Processes in AIDU, why did Sophie receive this error message?

She is not connected to the Internet.

The password she selected does not meet the minimum requirements.

This is an ID-10T error message, and should be ignored.

The password is out of sync.

She incorrectly entered her old password.

Sophie received the error message "Configuration information could not be read from the domain controller, either because the machine is unavailable, or access has been denied" after attempting to change her password. According to the Enterprise Directory - Password Processes in AIDU, this error message suggests that Sophie is not connected to the Internet.

Explanation

Sophie received the error message "Configuration information could not be read from the domain controller, either because the machine is unavailable, or access has been denied" after attempting to change her password. According to the Enterprise Directory - Password Processes in AIDU, this error message suggests that Sophie is not connected to the Internet.

9. After clicking to install updates Ronita receives an error message that the update has failed. She is calling the Service Desk for direction. As documented in Configuration Manager - Product Support processes what step(s) should the Service Desk agent complete?

Close the ticket and tell Ronita to walk up to LTS.

Obtain the asset information, location details and contact number from the end user and assign to LTS.

Document exact error message and assign to LTS.

Post the problem to the Managed PC Technologist Wiki and explain that Managed PC is still a pilot and she will be contacted when a resolution has been found.

Obtain end user's id and password and assign to LTS.

The Service Desk agent should obtain the asset information, location details, and contact number from the end user and assign it to LTS. This is important because LTS (likely referring to the IT department's Long-Term Support team) will need this information to troubleshoot and resolve the issue with the failed update. By assigning the information to LTS, the Service Desk agent ensures that the appropriate team is notified and can take the necessary steps to address the problem effectively.

Explanation

The Service Desk agent should obtain the asset information, location details, and contact number from the end user and assign it to LTS. This is important because LTS (likely referring to the IT department's Long-Term Support team) will need this information to troubleshoot and resolve the issue with the failed update. By assigning the information to LTS, the Service Desk agent ensures that the appropriate team is notified and can take the necessary steps to address the problem effectively.

10. After multiple attempts to login in to his machine with the wrong password, Stephen has called the Service Desk because he is locked out. As documented in AIDU under Enterprise Directory - ID Administration , how long will the customer have to wait for the machine to be unlocked?

45 minutes

24 hours

20 mnutes

30 minutes

15 minutes

Based on the information provided in AIDU under Enterprise Directory - ID Administration, the customer will have to wait for 30 minutes for the machine to be unlocked after multiple failed login attempts with the wrong password.

Explanation

Based on the information provided in AIDU under Enterprise Directory - ID Administration, the customer will have to wait for 30 minutes for the machine to be unlocked after multiple failed login attempts with the wrong password.

11. After upgrading to MPCWin7, Heather is calling the Service Desk because she is unable to connect a printer when clicking the 'Install a Printer' button in eSupport. Per the documentation in AIDU under Windows 7 - Operational Issues, what is the likely cause of this problem?

The office print driver is not 64-bit.

The printer is jammed.

The printer is too old to connect to Windows 7.

The office is green and MPC Windows 7 users are no longer allowed to print in Accenture offices.

There is a conflict with the print driver and Configuration Manager.

The likely cause of the problem is that the office print driver is not 64-bit. This means that the printer driver is not compatible with the 64-bit version of Windows 7, which is causing the issue when attempting to install the printer.

Explanation

The likely cause of the problem is that the office print driver is not 64-bit. This means that the printer driver is not compatible with the 64-bit version of Windows 7, which is causing the issue when attempting to install the printer.

12. After changing his password at directory.accenture.com/changepassword, Fabio is unable to logon to his machine using his new password and is calling the Service Desk for assistance. The Service Desk agent determines Fabio’s account is not locked, and he is connected to the Internet. When the agent asks Fabio to logon to his machine with his old password, what steps must Fabio take to sync his password according to Windows 7 Managed PC - ID Administration in AIDU?

There is nothing Fabio can do at this point. His machine will have to be re-imaged.

Hit ctrl+alt+delete. Select "Change a password." At prompt enter Old Password, then New Password and Confirm New Password. Click arrow next to Confirm New Password.

Nothing. His password is already in sync.

Shut down and restart his computer while connected to the Internet.

While connected to the Internet, hit ctrl+alt+delete. Select "Lock this computer." Unlock computer using new password.

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Explanation

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13. Adrian is calling the Service Desk because he is unable to access a client Web site; however, he can access Accenture intranet sites. Based on the process in Internet Explorer 8 - Operational Issues what is the cause of this problem?

The site is not compatible with Internet Explorer 8.

Th Internet Explorer privacy setting sometimes defaults to high on MPC Windows 7 computers.

The site is being blocked by the Accenture firewall and cannot be access from a Managed PC machine.

The end user has too many Internet Explorer windows open.

The Internet Explorer proxy resets on some MPC Windows 7 computers.

The cause of Adrian's problem is that the Internet Explorer proxy resets on some MPC Windows 7 computers. This means that the proxy settings on Adrian's computer have been reset, causing him to be unable to access the client Web site.

Explanation

The cause of Adrian's problem is that the Internet Explorer proxy resets on some MPC Windows 7 computers. This means that the proxy settings on Adrian's computer have been reset, causing him to be unable to access the client Web site.

14. Marisol has encrypted a removable storage device using BitLocker to Go and has forgotten her password. She is contacting the Service Desk for assistance. What will Marisol have to locate and remember to access the BitLocker Recovery Key for her device, as recoreded in AIDU under BitLocker - BitLocker Managed PC.

The 128-bit encryption key auto-generated after clicking on I forgot my password in the BitLocker Drive Encryption (drive name) window.

The 8 digit code found in the computer name under computer properties.

The passphrase generated when she clicks on 'I forgot my password' in the BitLocker Drive Encryption (drive name) window.

The 8 digit code that encompasses the beginnig part of the recovery key identification.

The number assigned to the removable drive. Found by clicking on Computer from the start menu.

Marisol will need to locate and remember the 8 digit code that encompasses the beginning part of the recovery key identification. This code is crucial for accessing the BitLocker Recovery Key for her encrypted storage device.

Explanation

Marisol will need to locate and remember the 8 digit code that encompasses the beginning part of the recovery key identification. This code is crucial for accessing the BitLocker Recovery Key for her encrypted storage device.

15. Fabio is calling the Service Desk because he wants to configure a second exchange account in Outlook. According to the Outlook 2007 - User Procedures in AIDU, what is first instruction to be given to Fabio?

Click Control Panel from the Windows start button menu,

Click Tools >Trust Center in Outlook 2007.

It is not possible to configure a second exchange account in Outlook on a Managed PC machine.

Click Tools > Account Settings in Outlook 2007.

Click Options > Add Second Account in Outlook 2007.

The first instruction to be given to Fabio is to click on "Tools > Account Settings" in Outlook 2007. This is the correct answer because it is the step mentioned in the AIDU user procedures for configuring a second exchange account in Outlook 2007.

Explanation

The first instruction to be given to Fabio is to click on "Tools > Account Settings" in Outlook 2007. This is the correct answer because it is the step mentioned in the AIDU user procedures for configuring a second exchange account in Outlook 2007.

16. Li has forgotten her password and has called the Service Desk to reset it. Since Li does not have her verification questions set up and cannot use myAccess on another PC, the Service Desk agent resets Li's password for her. What steps should Li perform after the service desk has reset her password, according to Enterprise Directory > ID Administration in AIDU?

While connected to the Internet, hit ctrl+alt+delete. Select 'Change a password.' At prompt type Old Password, then New Password and Confirm New Password. Click arrow next to Confirm New Password.

Li should lock and then unlock her machine using her New Password.

There are no additional steps for Li to complete.

Li should immediate go to directory.accenture.com/changepassword and change her password.

Shut down and restart her machine, logging on with her new password.

After the Service Desk has reset Li's password, Li should follow these steps according to Enterprise Directory > ID Administration in AIDU: While connected to the Internet, hit ctrl+alt+delete. Select 'Change a password.' At the prompt, type the Old Password, then the New Password, and Confirm New Password. Finally, click the arrow next to Confirm New Password.

Explanation

After the Service Desk has reset Li's password, Li should follow these steps according to Enterprise Directory > ID Administration in AIDU: While connected to the Internet, hit ctrl+alt+delete. Select 'Change a password.' At the prompt, type the Old Password, then the New Password, and Confirm New Password. Finally, click the arrow next to Confirm New Password.