January Knowledge Check

Questions marked with a * are required

* Your Name:

* 1. A customer is trying to restore their OFF account and while attempting setup they get the error that says "The username [email protected] is pending delete." What should you check?

A) Make sure the customer is setting the account up from the files tab and not from the email tab while putting a checkbox next to OFF.

B) Make sure the customer is using the correct password as the previously set up account.

C) Make sure the account has been fully deleted from WCC, perform a C3 Resync if it has been removed fully from WCC.

D) Make sure there are no other workspace products that use PASS with that email (Email, Calendar, FTE).

* 2. An O365 account is not completing setup. WOPR shows the Org in ErrorSetup, the Domain in Initial, and the Account in Initial. What should you check before escalating?

A) Nothing, the server just timed out and it needs to be escalated so Dev can replay the event.

B) Check that the billing address on MYA and the billing address on the payment method have the same country. Update the address in MYA or cancel/repurchase with correct address on payment method and then escalate to have issue fixed.

C) Check that the customer has updated the MS= TXT record in the DNS and that it's propagated. If it has, escalate to have the event replayed.

D) Check that user they're setting up doesn't already exist as another user, distro, shared box, etc. If so, the customer needs to remove that before we can escalate to have it complete setup.

* 3. Customer has WSB V7 with a mobile version. They do not want to display their address on the mobile site's map feature when clicking on the map icon in the top right of the mobile site. How would they accomplish this?

A) They cannot disable this, this is determined by the theme.

B) They need to remove the address from the site settings, this will remove the map icon.

C) The mobile map shows because they are using the map on the desktop version, remove the map widget from the desktop version and this will remove the map icon from the mobile.

D) Escalate to DEV to have them provide the code needed to remove the map code on the back end.

* 4. Customer has a workspace email with 500 relays. They're requesting to add 250 more relays on to their email address. What are the steps to take care of this for the customer?

A) Have them purchase the additional relays, review an example of the emails they will be sending, agree to the antispam policy and then you can add them to the account via the email tool.

B) Have customer purchase the relays, provide an example of the types of email they will be sending, agree to the antispam policy and then escalate to APS.

C) Have customer purchase the relays, provide an example of the types of email they will be sending, agree to the antispam policy and then escalate to Abuse-DS.

D) Have the customer purchase the additional relays and add them through the email tool.

* 5. Customer is sending from O365 and getting a bounce that says "Remote Server returned '553 5.3.0 flpd576 DNSBL:RBL 521< 65.55.169.57 >_is_blocked.__For_information_see_http://att.net/blocks." What should we advise?

A) ATT is blocking the account, contact ATT to get the issue resolved.

B) The customer is being blocked by MSFT for spam. We need to have them answer the 4 questions related to Spam in the Wiki and escalate to APS to escalate to MSFT to have the block removed.

C) The customer is being flagged by MSFT for spam, we need to have the customer send a new email without any spam like content (domain, email, phone, etc). Get a copy of the original message and escalate to APS to escalate to MSFT to have the spam flag reviewed.

D) MSFT is flagging this customer as being spammy and sending their email through a high risk IP. The customer should stop spamming or fill out a form on MSFT's site to submit an email as not spam.

6. Customer is attempting to set up their domain with 3rd Party Office 365 and are unable to get the domain set up with the new provider. Domain is still showing as set up within our system. When we attempt to delete the domain it generates an error. What can we do to assist this customer?

A) Customer was logged into O365 at the time the domain was deleted. The customer needs to log out and then we need to escalate to DEV to have it removed.

B) Escalate to DEV to have them remove the domain.

C) Check that there are no distros setup in our system. If so, we need to remove the distro and then escalate to have DEV replay the domain removal.

D) General failure due to not allowing proper time to remove the domain. Create an escalation, suspend, and review in 24 hours.

* 7. Customer has logged into their QSC account and is attempting to import the product spreadsheet but gettting an error "Fail to process file: ProductTemplate.xls Please select a valid Inventory Excel file and try again". What troubleshooting steps would you take?

A) Get copy of the file and escalate to APS.

B) Get a copy of the file and review for template modification. Download a copy of the current file from QSC and attempt to duplicate with adding a single test product to the new template.

C) Get a copy of the file and see if the customer renamed it. The name of the file must remain the same as when first exported from QSC.

D) Make sure the customer has setup themselves as an admin in the member roles.

* 8. The customer has a .CO domain name that is showing locked at the registry level. What steps should we take for the customer?

A) Verify that it is locked on the whois and escalate to domain services.

B) Set domain to status 0 in reggie/regmanager.

C) Search Iris for domain and find ticket from CSIRT and advise of actions that need to be performed.

D) This is not a valid status. It would not happen to a .CO domain name.

This is a situational question and we are just looking for how you would answer the reps question. The rep joins chat and presents you with a domain asking why the DNS isn't resolving correctly when they have already checked the DNS within the account and it is correct and after prop time. After going through your standard troubleshooting, you find out that the Domain is pointing to 3rd party nameservers, however, a zone file is still present within their GoDaddy account. How would explain to this rep why the DNS is not pointing correctly and why the zone file still exists here?