Support Tools

Question 1

Softphone application that allows agents to

take and make calls from their PC.

Answer 1

Avaya Interaction Center

Question 2

Auto-populate’s user’s information in
Service Center when user enters their
GMIN.

Answer 2

Avaya Interaction Center

Question 3

Allows agents to see how long they’ve

been in a particular Aux code.

Answer 3

Avaya Interaction Center

Question 4

Instead of their hardphones, agents
connect to One-x via their cell or home
phones, using a Bluetooth or USB headset
to take calls.

Answer 4

Avaya One-X

Question 5

Softphone application that is used by
agents with the ability to work outside of the
office.

Answer 5

Avaya One-X

Question 6

Contains all of the same features of AIC,
but is presented as a smaller, more mobile
version.

Answer 6

Avaya One-X

Question 7

The newest and smallest of the GSD tools.

Answer 7

PhoneView Widget

Question 8

Allows the agents to see the call queue in real time in a series of modes,
divided into colors.

Answer 8

PhoneView Widget

Question 9

The primary GSD remote assistance tool.

Answer 9

RAT

Question 10

Uses either the user’s hostname or their IP address to remote into

their machine.

Answer 10

RAT

Question 11

Authenticates with a privileged (HS_ or HA_) ID as well as the firewall

proxy of: RDM, h9ircUts.

Answer 11

RAT

Question 12

• The primary GSD remote assistance tool.

Answer 12

RAT

Question 13

Holds the serial number, barcodes and hostnames for all GMOL and

some EDWS machines.

Answer 13

AMP

Question 14

Additionally holds the same information for printers, including the print

queue (only if the user can give you the serial or barcode number).

Answer 14

AMP

Question 15

Always look here first before asking the user for the hostname of their

machine. It will save time on the call.

Answer 15

AMP

Question 16

• Chat Support SME

Answer 16

Katrina Price

Question 17

The 2nd most used form of support between GSD agents and the GM
•

end user.

Answer 17

Chat Support

Question 18

Primary Level 0 support method for the GM client

Answer 18

Chat Support

Question 19

The secondary Level 0 support method after chat for the GM client

end user.

Answer 19

Web-based ticketing

Question 20

Allows the end user to create their own Service Center tickets.

Answer 20

Web-based ticketing

Question 21

These tickets are then sent to a specific Level 0 queue where they are worked
by the Level 0 Support agents.

Answer 21

Web-based ticketing

Question 22

Will not resemble regular Service Center call records and must be

handled using a specific process (see above URL).

Answer 22

Web-based ticketing

Question 23

5 primary sites – Charlotte (CNC), Oshawa (CSD), Makati (MAK), Warren (WAR),
and Pontiac (PON).

Answer 23

onstar support

Question 24

Uses a Virtual Desktop , Thin Client or EDWS Advisor Build.

Answer 24

onstar support

Question 25

Uses Outlook for e-mail

Answer 25

onstar support

Question 26

Cannot send mail and cannot receive mail from external companies.

Answer 26

onstar support

Question 27

MLEWIS45(GMID for what support

Answer 27

onstar support

Question 28

Onstar support uses what area of EKMS

Answer 28

Onstar support

Question 29

Lotus Notes Support ONLY

Answer 29

Blackberry Support

Question 30

What are two ways to access Lotus notes on BlackBerry

Answer 30

Lotus Notes Traveler. BES Enterprise Activation (primary method).

Question 31

What are the primary issues for blackberry support

Answer 31

Mail, Calendar and Contact Synchronization

Question 32

Tickets for this issue will never be dispatched

Answer 32

Emergency ID Suspend Process

Question 33

Process defined for the suspension and eventually deletion of GM User IDs.

Answer 33

Emergency ID Suspend Process

Question 34

Only to be used if caller is an Authorized Requestor.

Answer 34

Emergency ID Suspend Process

Question 35

• Minimum Case Detail templates should NOT be used.

Answer 35

Emergency ID Suspend Process

Question 36

The entire process must be done in order, with every step followed or else the ticket will be rejected by the Command Center.

Answer 36

Emergency ID Suspend Process

Question 37

Primary encryption software used to protect GM client computers.

Answer 37

hardware based disk encryption (HBDE)

Question 38

Must sync with both the GMID and the Windows profiles.

Answer 38

hardware based disk encryption (HBDE)

Question 39

Primary GSD support – Password reset/ Sync Issues.

Answer 39

hardware based disk encryption (HBDE)

Question 40

2 versions – Version 1.0 (GM Logo on login screen) & Version 2.8 (No GM logo).

Answer 40

hardware based disk encryption (HBDE)

Question 41

To keep it in sync, user must change their password via CTRL+ALT+DEL.

Answer 41

hardware based disk encryption (HBDE)

Question 42

One of the 4 processes in which the agent must WT the user to Level 2 after dispatching a ticket.

Answer 42

cisco WEBEX

Question 43

Unresolved issues are handled by Cisco WebEX Support. Do not dispatch a ticket without warm transferring the user

Answer 43

cisco WEBEX

Question 44

Connect IM/Softphone is primary app of what

Answer 44

cisco WEBEX

Question 45

Meeting Center/ WebEx Productivity Tools – Collectively known as One-Click

Answer 45

cisco WEBEX

Question 46

Training Center

Answer 46

cisco WEBEX

Question 47

Known as Station Services in EKMS.

Answer 47

Telephony Support

Question 48

Covers all hardphone, softphone and voicemail issues.

Answer 48

Telephony Support

Question 49

Includes physical phone issues as well as problems with the phone lines.

Answer 49

Telephony Support

Question 50

• Supported jointly by AT&T and HCL.

Answer 50

Telephony Support

Question 51

Always use the GSC 37

Answer 51

Telephony Support