Provalus - October 2022 #1

5. Information ______________ is when the end-user is provided too much information for the issue at hand.
6. Email that attempts to trick the reader into doing something that would compromise themselves or their company.
8. A Microsoft collaboration utility for chatting, meetings and sharing information.
10. A set of rules for formatting and processing data.
12. Protocol which became the basis for Active Directory.
17. Use this to be able to better understand the issues an end-user is having.
18. Who guessing is for.
19. Opened in ServiceNow, this will include information about the caller, their issue and resolution.
21. A management utility found in Windows for viewing active applications and system resource information.
22. Always be the solution, NEVER the___________.
23. Database of users, hardware and groups used to secure a network.
24. Use of this can confuse and frustrate many callers and should be avoided.

1. A type of backup that backs everything up since the last full backup.
2. Information you need to know as an employee of Provalus can be found in the employee _______________.
3. Talking with your hands.
4. Software hosted on the cloud that a company can use that is affordable, scalable and reliable.
7. Predetermined rules that must be followed.
9. Working together as a team.
11. Microsoft's utility for recording, storing and sharing information.
13. A type of security that involves protecting hardware and people.
14. Don't be afraid to _________ the conversation to get the answers to your probing questions.
15. What ALL callers should be treated with.
16. A utility for connecting to and controlling machines not physically located at your current site.
20. A segment on a network used to secure vital and/or private information.