Teams Jeaopardy Jeopardy Template

Service Now	Password Reset	Service Desk Policies	LogMeIn Rescue	Multi Factor Authentication
100 Attach the relevant article to the ticket If you solve an issue that's addressed in a KB article, what should you do when writing a ticket?	100 No. Can we reset a student's password for their parent if they have the student's permission?	100 Put yourself in the Ready state. If you finish creating the ticket at the end of a SD call before the Wrap Up state is over, what do you do?	100 ITSC > "Chat With Us" How does a customer start a live chat?	100 October 15 What date will it become mandatory for students to use MFA?
200 Search for the article through the Search Knowledge tool, click on the article, click attach article. How do we attach Knowledge base articles to a ticket?	200 Office of the Registrar A student tells you the last 5 of their Social Security # and it is not the one in MVS, who should they contact to change it?	200 False, you should never ask for passwords regardless of the situation. True or False: You should never ask for a caller's password unless it's important to solving their problem.	200 True True or False: you should start a screen share if you don't understand what a customer is describing over the phone	200 10 How many bypass codes can a user generate at one time?
300 Trick question. Technically true, but you should not. True or False: You can attach KB articles from the Internal Knowledge Base to tickets	300 Inactive Branch What branch is the user in if you don't see "Reset Password" on Userlookup?	300 Your student lead Who should you contact first if you have a problem with your schedule?	300 logmein123.com What is the address that you send the customer to for a screen share?	300 False True or False: You need to verify a person's identity if they need their phone re-synced.
400 True True or False: If you start a New Incident without going through New Call, you will not be able to attach a KB article.	400 180 days How long do passwords last before they need to be reset?	400 Wipe down your desk area, phone, and keyboard What's the last thing you should do at your desk before you clock out and leave?	400 No Can you perform password resets via LiveChat?	400 False True or False: you can verify a professor's identity to remove an MFA device using the library barcode instead of a phone number.
500 itsc.umd.edu or umd.service-now.com/itsc What is the address we use for Service Now?	500 Yes. You receive a call from the Accessibility and Disability Service on campus. They have a hearing impaired student that needs assistance resetting their password. Do you assist them?	500 6 hours What is the minimum hours must you work in day to get a 30 minute break?	500 Desktop viewing session only lets you see the user's desktop. Remote control session also lets you control the user's computer. What is the difference between desktop viewing session and remote control session?	500 False True or False: if a user gets a new phone with the same number, it MUST be removed by us in order for them to use their new device with MFA.

Teams Jeaopardy

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