1) Why are Mac users on outdated OS required to update to Monterey? a) Because their Outlook is not the "Modern Look" b) Users need NikePrint c) Unable to receive patches to protect their computer from security risks like the Log4j vulnerability. 2) What is replacing SCCM on PCs for the practice of combining cloud-based management and security features to empower users to be secure and productive on any device, anywhere. a) ePortal b) Windows Modern Management c) PST Cracker 3) How often should I be updating INCs assigned to me? a) When the user responds b) Every day c) Once a week 4) Which of the following examples DID NOT breach First Contact Resolution (FCR)? a) Ticket opened in GSaS-EUC Field-TechBar-NA-USA-WHQ Mia Hamm then closed after 2 hours. b) Ticket opened in GSaS-EUC Field-TechBar-NA-USA-WHQ Zoom Flight and closed in 10 minutes then reopened by user. c) Ticket opened in GSaS-EUC Field-TechBar-NA-USA-WHQ Eagle and closed in 25 minutes. 5) How do Templates in Service Now help you? a) Customer Feedback b) Automated field input, Guidance for Techs, and ready to route c) To chase the ticket for updates

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