The IPS Signature Update is considered a __________ service offered in Smart Care.
A. Basic
B. Core
C. Security
D. Voice
What types of information can you obtain about a Unity device from the Voice Assessment process? (Choose 2)
A. Number of licensed voice ports
B. Number of subscribers
C. Call volume
D. QoS configuration
E. Maximum calls supported
To upgrade the software on the Smart Care Hardware Appliance, what command should you enter?
A. update
B. red edit
C. config ip
D. soft up
Before you can remove a Smart Care Hardware Appliance from one customer to install it at a new customer site, what action
should you take?
A. Unregister the device using the unregister command at the CLI prompt
B. Simply remove the device and install it at the new customer site
C. Notify Cisco that the device is ready to be moved. They will schedule directly with the customer
D. Notify your Smart Care Administrator that the device is ready to be moved. They will notify you about how to remove
the device
Which statement best describes where to install the Smart Care Hardware Appliance?
A. Install the appliance in a 19” rack using the mounting hardware provided on the customer network
B. Table mount the appliance in a convenient location for the administrator
C. Rack mount the appliance in any available rack. Obtain the mounting hardware from the rack manufacturer.
D. Install the appliance in the partner’s office with an Internet connection to the customer
Which statement best describes the method to order a Smart Care Hardware Appliance?
A. Place an order from the Smart Care Control Panel
B. Go to Partner Central on CCO and enter an order
C. Call Cisco Service Support Central
D. Call Cisco Technical Assistance Center
What is the basic requirement for adding customer users to the system?
A. They must have a CCO account
B. They must have a social security number
C. They must have completed the Smart Care training program
D. They must meet the eligibility requirements for the Cisco Smart Care Service program
By default, when you login to the Cisco Smart Care Control Panel, what is the first screen you see?
A. Welcome page
B. Core dashboard
C. Alerts and Notifications dashboard
D. Smart Care Administration page
From which menu in the Cisco Smart Care Control Panel can you brand your site by adding a partner/reseller logo?
A. Administration > Profile Configuration
B. Administration > Partner Branding
C. Customer > Administration > Branding
D. Smart Care > Services > Logos
When adding a new partner user, how do you identify them to the system?
A. Search for the user by Cisco.com (CCO) user name
B. Enter the new user’s information.
C. Load an Excel file that specifies the user’s permissions
D. Have them login as another user
Which of the following statements decribes Mean Opinion Score (MOS)?
A. Call quality indicator
B. End-to-end network delays
C. End-to-end network jitter
D. End-to-end packet loss
Where is information, such as dialed or speed dial numbers in IP phones stored?
A. At the customer site only
B. A Secure Cisco database
C. An encrypted file on the partner/reseller laptop
Voice Monitoring relies on which of the following?
A. Syslog messages
B. Core Process
C. Basic Availability Process
D. A Client configured for VoIP readiness
Which of the following steps do you need to perform in order to run Smart Care Voice Quality monitoring? (Choose 4)
A. Order a Level 3 Smart Care contract
B. Purchase Voice Quality Assessment for the customer
C. Install reflector software on reflector PCs
D.
Register reflector with Smart Care client
E. Schedule or run Voice Quality Monitoring
F. Order a Level 1 Smart Care contract
Which components affect the pricing of a Smart Care Service contract? (Choose 2)
A. Device weight of the network
B. Technology running on the network (Security, Voice, etc.)
C. IT expertise of the customer’s staff
D. Geographical location of the customer’s network
E. Software level installed on each network device
When you run a Voice Assessment, why would you select the devices to assess?
A. To speed up the scan by analyzing only voice devices
B. To ensure that every discovered device on the network is assessed
C. To analyze voice calls for each network device, including IP phones
D. To determine the call volume for the entire network
After the customer allows the partner to access a device remotely, which menu path does the partner choose to start the
remote access?
A. Customer > Device Inventory
B Customer > Discovered Devices
C. Customer > Core
D. Customer > Inventory
How do you view the results of running the Core Network Assess & Repair process?
A. Go to the customer’s Core dashboard and select the Core Assess and Repair tab
B. Go to the customer’s Administration page and view the Core Monitor tab
C. Go to the Customer Summary and click View Core Status
D. Select each device in the inventory and view Alerts and Notifications
Which of the following Smart Care processes are dependent on Syslog messages? (Choose 4)
A. Discovery
B. Inventory
C. Core Passive Monitoring
D.
Voice Passive Monitoring
E. Core Assess and Repair
F. Security Assess and Repair
G. Voice Assess and Repair
After running a Security Assess & Repair, where can you view a report of all vulnerabilities and issues that were identified,
along with any fixes that were applied, including a detailed explanation of each issue? (Choose 2)
A. Consolidated Report
B. Service Report History
C. Audit Summary tab
D.
View Configuration tab
After you apply a fix using the Core Assess & Repair process, how can you compare the old and new device configurations?
A. Go to the View Configuration tab for a selected device and view the configurations side by side
B. After you apply the fix, the configurations will appear side by side
C. Use the CLI to Telnet to the device and review the current and backup configurations
D. From the navigation pane, click the customer name and view the Service Repair History
Which of the following are examples of Smart Care Service Alert types? (Choose 3)
A. EOX
B. PSIRT
C. SCCE
D.
SCCR
E. Field Notices
Which Smart Care Services provide status on the overall health and stability of Layer 2 and Layer 3 devices? (Choose 3)
A. Core Assess & Repair
B. Core Monitoring
C. Discovery
D.
Security Assess and Repair
E. Inventory
Which Smart Care Service provides a quick overall availability status of Cisco devices?
A. Core Monitoring
B. Core Assess & Repair
C. Discovery
D. Security Monitoring
Suppose you notice an alert indicating that software on a device is nearing its end of life. What would be the best action to
take?
A. Discuss with the customer a plan to replace the device with a more current device
B. No action is necessary
C. Remove the device from the customer’s network
D. Discuss the issue with the Cisco TAC
Which types of errors can the Security Assess and Repair Service identify? (Choose 2)
A. Lack of encryption of passwords
B. Corruption error
C. IOS debug error
D.
Configuration error
E. ARP error
When a Smart Care Discovery process is scheduled for weekly discovery, when can the partner turn this off?
A. After the process runs one time
B. At the end of each week
C. After running a Security Assessment
D. After Core Analysis is scheduled
E. You cannot cancel the weekly Discovery
Which of the following statements are correct regarding Disaster Recovery? (Choose 3)
A. The service copies startup config, running config, and vlan.dat files and stores them in a zip file
B. The customer can download the zip file onto their computer and later upload it back to the Smart Care client
C. Smart Care provides options to encrypt & password protect the file during upload and download
D.
Backs up config files of eligible devices in customer's network and stores them on Smart Care client
What does the Device Support Matrix describe?
A. Devices and Smart Care services supported by Smart Care
B．Devices and warranty information
C. Devices with service agreements purchased
D. Service agreement coverage for each IP address on a customer network
If the Smart Care partner/reseller cannot resolve a customer’s technical support question about a supported Smart Care
device, where should they escalate the service request?
A. Cisco Technical Assistance Center (TAC)
B. Cisco Smart Care Admin
C. Cisco Service Support Central (SSC)
Which components does the Cisco Smart Care Service offer? (Choose 3)
A. Network-level coverage on a single contract
B. Remote network monitoring of Cisco devices on a network
C. Proactive notifications for Cisco device field notices, End of Life notices, and PSIRTs
D. Assess and repair to identify potential network issues
E. Network monitoring of Cisco and non-Cisco devices on a network
F. Installation of new technologies and applications as needed over time
Which statements accurately describe the Cisco Smart Care Pricing Framework? (Choose 3)
A. Smart Care excludes phones from the pricing calculation
B. Smart Care uses device weighting when calculating price
C. Smart Care pricing is based on the exact number of devices
D. Smart Care contracts are based entirely on device complexity
E. Smart Care excludes the appliance from the pricing calculations
What happens if you enter an existing Smart Care customer name and site when you install the Smart Care Network Client
(software client)?
A. The Client is automatically assigned to that customer
B. The Client is automatically enabled for that customer
C. Any existing Clients assigned to that customer will be deleted from your system
D. The Control Panel starts the Discovery process immediately
What step must be completed after a Client/Appliance is assigned to a customer site and before it can be used to perform
service processes?
A. Enable
B. Re-Assign
C. Register
D. Configure
Where can you download the Smart Care Network Client (software client)?
A. From the Cisco Smart Care Control Panel
B. Through the Cisco public web site
C. Through CCO
D. From the disk provided by Cisco
When you re-assign a Client to a new customer, which button is used to re-assign the Client?
A. Assign/Un-Assign
B. Enable
C. Re-Assign
D. Client
Which of the following statements are correct with regards to Assessment Services? (Choose 2)
A. You can order Assessment services for a customer that has a Level 1 Smart Care contract
B. You can order Assessment Services for a customer that has a Level 3 Smart Care contract
C. You can order Assessment Services for a customer that does not have a Smart Care contract
D.
You can order Assessment Services for a partner that does not have a Smart Care contract
If the Discovery and Inventory services fails to identify a device or software on the network, which of the following explains
how to adjust the pricing estimate to accurately reflect the pricing or contract level?
A. Manually add the device or software to the inventory and recalculate the estimate
B. Rerun the Discovery process by entering the correct IP addresses
C. Ask your Smart Care Administrator to update the inventory
D. Delete the current Device Inventory and repeat the process
For customers with an annual service contract, after the Cisco ongoing weekly Discovery is scheduled, what parameters can
the partner change on the Cisco Weekly Discovery service?
A. Change the schedule of the weekly Discovery
B. Change the frequency of the ongoing Discovery
C. Select between weekly and quarterly discoveries
D. Choose to run all discoveries manually
Typically, a quote from Cisco is valid for 90 days. Why would a quote be valid for fewer than 90 days?
A. Because a device has an end-of-life date that falls within 90 days of the quote
B. Because the customer is planning to move locations
C. Because the inventory is not complete
D. Because Cisco did not complete the reconciliation with existing contracts
What information is collected about each device during the Inventory process? (Choose 5)
A. IP Address
B. Serial Number
C. Product ID
D.
Software/IOS Version
E. Flash Memory
F. Device Password
G. Protocol
Which is a required step when performing the Inventory service?
A. Enter the credentials for each device
B. Enter a range of IP addresses
C. Define the subnet or location of each device
D. Enter the device type to be inventoried
Where can you select NBD or 4 hour premium service for a specific device?
A. Core Dashboard
B. Customer Services
C. Device Inventory
D. Discovered Devices
Which of the following best describes the purpose of the Discovery process?
A. To identify all devices on the network
B. To identify all non-Cisco devices on the network
C. To create an inventory of Cisco commercial devices
D. To identify the health and security of the network
Which Smart Care Service process must be performed before any other service?
A. Discovery
B. Inventory
C. Core
D. Basic Availability
When running the Inventory Service, where is information such as usernames, passwords, and configuration files stored?
A. In the Network Appliance at the customer site
B. In the Cisco Smart Care Service database
C. In the temporary memory on the partner/reseller’s laptop
D. In a secure file at Cisco
When running the Discovery process, you must identify the network to be discovered. Which methods can be used to do this?
(Choose 2)
A. Select a subnet
B. Enter a range of IP addresses
C. Enter the serial number for each device
D.
Enter the network’s primary site
E. Enter each network location
F. Enter the URL for the customer’s website
Which of the following devices are permanently excluded from Premium Service? (Choose 2)
A. Phones
B. Smart Care hardware appliance
C. Smart Care software appliance
D.
Routers and switches
If a customer’s network requires a Level 3 contract, which specialization must the partner/reseller possess to sell and deliver
Smart Care Service for this customer?
A. Express Unified Communications
B. Advanced Unified Communications Specialized
C. SMB Specialized
D. Select Certified and SMB Specialized
Which of the following are parameters for ordering Premium Service for a specified device? (Choose 2)
A. Customer location
B. Partner/Reseller location
C. Premium support for the device
D.Price Uplift
Which best describes the purpose of the ongoing scheduled discoveries?
A. Collect new and current data for contract and billing accuracy
B. Measure the accuracy of the discovery process
C. Provide automatic updates to the customer Inventory list
D. Create an annuity stream for partners/resellers
To successfully run the Inventory process, what key piece of information do you need to provide?
A. Device credentials
B. IP addresses
C. CCO user ID and password
D.Device serial numbers
The Inventory process utilizes the results of which other Smart Care process?
A. Discovery
B. Basic Availability
C. Core
D. Security (IOS Configuration)
Which of the following device types are present on the network if the estimate for a customer’s network results in a Level 3
pricing/contract?
A. Call Manager Express
B. Call Manager
C. Advanced Security
D.IPCC
What level of customer call back service is a Cisco Smart Care Services partner/reseller expected to provide?
A.
8 x 5 business hours call back service
B.
8 x 7 business hours call back service
C.
24 x 7, 24 hour call back service
D.
next business day call back service
What type of partner user can change any partner-editable information, including adding new partner users?
A. Administrator
B. Advanced
C. Super
D. Owner
What are the file requirements for the logo to be used in branding your partner Smart Care Control Panel?
A. 86 x 59 pixel GIF image
B. Any size JPEG image
C. 100 x 100 pixel GIF image
D. Any size TIFF image
From which menu in the Cisco Smart Care Control Panel can you brand your site by adding a partner/reseller logo?
A. Administration > Profile Configuration
B. Administration > Partner Branding
C. Customer > Administration > Branding
D. Smart Care > Services > Logos
Which operating systems are supported on the system that runs the Smart Care Network Client (software client)? (Choose
3)
A. Windows 2000 Professional and Server (SP3 and above)
B. Windows 2003 Server Standard Edition or Enterprise Edition (SP1 and above)
C. Windows XP Professional (SP2 and above)
D.
Windows 2000 Advanced Server (no service packs needed)
E. Windows NT Server (any version)
What are the reasons to reassign the Smart Care Network Client (software client) to a new customer site? (Choose 2)
A. You are at a new customer site and want to run the discovery process
B. You did not assign the Client to a customer site during the installation
C. You are selling the Client computer to a different customer
D.
You forgot the username and password to login to the computer
What types of information does the Voice Call Assessment collect? (Choose 3)
A. Maximum number of phones
B. Number of registered and orphaned phones
C. Voice mailbox statistics
D.
IP addresses to identify each phone
E. Speed dial numbers
F. Dialed numbers
When adding a partner user, what types of information will you need to specify? (Choose 4)
A. Name
B. User type
C. Contact information
D.
Read/write access rights
E Emergency contact information
F. A valid CCO username
Which Smart Care processes can be run to gather information for a network with existing voice technologies? (Choose 3)
A. Voice Services
B. Voice Monitoring
C. Voice Analysis
D.
Voice Assess & Repair
What service provides information on networks that currently have Cisco voice deployed?
A. Voice Call Assessment
B. Voice Assess & Prepare
C. Inventory Service
D. Core Network Assess & Repair
The Smart Care Hardware Appliance is configured using a(n) ____ from the host PC to the appliance and _____ to support a
command line interface session.
A. serial connection, terminal client software
B. modem connection, terminal client software
C. Internet connection, browser software
D. IEEE connection, web-based interface
Which command would you use to update the Smart Care Hardware Appliance with new software?
A. update
B. download
C. upgrade
D. load hwr
Where can you review the Disaster Recovery backup details?
A. Disaster Recovery tab on Device Inventory
B. Disaster Recovery tab on the Core dashboard
C. Disaster Recovery tab on the Security dashboard
D. Disaster Recovery tab on the Discovered Devices dashboard
Which of the following are examples of Smart Care Service Alert types? (Choose 2)
A. End of Life
B. Product Security Incident Response Team (PSIRT)
C. Smart Care Certification Expiration
D.
Smart Care Contract Renewal
Which Core tabs show the availability percentage for each network device?
A. Core Technology Status
B. Core Network Analysis
C. Core Monitor
D. Security Monitor
When do you have the option to fix a device in Smart Care Security Assess & Repair?
A. When it is a Cisco recognized vulnerability
B. When it is a NSA recognized vulnerability
C. When it is a Cisco or NSA recognized vulnerability
What types of information does the Core Assess & Repair tab display?
A. Issues and their severity for a selected device
B. Security issues on the entire network
C. Software and hardware end-of-life notices
D. Start and end date of the audit
Passive Monitoring is available for which of the Cisco Smart Care Services? (Choose 3)
A. Core
B. Security
C. Voice
D.
Core Assess and Repair
E. Inventory
After applying a Security Assess and Repair fix, if there is still an issue with the configuration file, what action can/should you
take?
A. Revert the fix
B. Reapply the Smart Care fix
C. RMA the affected device
D. Call your Smart Care Administrator for support
Which applications are not compatible with the Smart Care Network Client (software client) and should be removed before
installing the Client? (Choose 2)
A. MSDE
B. Microsoft SQL Server 2005
C. Microsoft Internet Explorer
D.
Oracle DBMS
E. CiscoWorks 2000
Who would the customer contact first when they encounter a problem on their Smart Care-covered network?
A. Smart Care partner/reseller
B. Cisco TAC
C. Smart Care User Manual
D. Cisco CCO online knowledge base
Which statement best describes the target customer for the Cisco Smart Care Service?
A. Small- or mid-size commercial customers with qualified commercial class Cisco devices with a network device weight up to
200.
B. Mid-size commercial customers with extensive IT resources with in-depth network expertise.
C. Small commercial customers with fewer than 100 devices including IP phones.
D. Small- or mid-size customers with approximately 100 to 125 networking devices from different vendors.
When you brand your Smart Care Service by adding a partner/reseller company logo, where does the logo display?
A. On the Customer Dashboard and Reports Generated
B. In the Cisco Smart Care Control Panel
C. On all Smart Care Service Annual Contracts
What happens if you enter an existing Smart Care customer name and site when you install the Smart Care Network Client
(software client)?
A. The Client is automatically assigned to that customer
B. The Client is automatically enabled for that customer
C. Any existing Clients assigned to that customer will be deleted from your system
D. The Control Panel starts the Discovery process immediately
When using the InstallShield Wizard to install the Smart Care Network Client (software client), what authentication
information do you need to complete the installation?
A. Partner CCO login username and password
B. Partner CCO login username and customer CCO login user name and password
C. Unique customer credentials for the Cisco Smart Care Services application
D. Unique partner Smart Care key code
What type of connection is required to connect a PC to an installed Smart Care Hardware Appliance so you can configure the
device?
A. Use a serial null modem cable
B. Use a Cat-5 (minimum) cable
C. Use an RS-232 cable
D. Use a crossover cable
What are the methods to verify that the Smart Care Hardware Appliance is registered correctly?
(Choose 2)
A. At the CLI prompt, enter show reg
B. View the new Appliance in Smart Care Control Panel under Assessment Appliance
C. Call Cisco to verify the IP address and registration of the device
D.
Review the service invoice to verify that the device is registered properly
When performing a Security Assess and Repair, and you end the session by clicking the Terminate Session button, how can
you revert the change to the configuration file?
A. You cannot revert after clicking Terminate Session
B. Click the Revert check box
C. Restart the session before reverting
D. Use the Undo button on the Audit Summary
E. Exit the Control Panel without saving
Before you can remove a Smart Care Hardware Appliance from one customer to install it at a new customer site, what action
should you take?
A. Unregister the device using the unregister command at the CLI prompt
B. Simply remove the device and install it at the new customer site
C. Notify Cisco that the device is ready to be moved. They will schedule directly with the customer
D. Notify your Smart Care Administrator that the device is ready to be moved. They will notify you about how to remove the
device
Which types of information does the Voice Assessment use to assess the health and stability of the network? (Choose 3)
A. Memory
B. Device buffers
C. Interface bandwidth utilization
D. Debug errors
E. Usernames and passwords
The IPS Signature Update service enhances customer network security by allowing partners to check supported customer
devices for IPS signature file _________.
A. Version
B. Capacity
C. Compliance
D. Size
Which Cisco Smart Care processes would you use to perform remote fixes to customer equipment? (Choose 2)
A. Security Assess & Repair
B. Security Monitoring
C. Voice Monitoring
D. Core Assess and Repair
E. Core Monitoring
F. Inventory
How do you undo a configuration change for a device while in the Core Assess & Repair process?
A. Go to the Fix & Revert tab and select the Revert checkbox
B. Telnet into the modified device and restore the original configuration
C. Send an email to the Cisco TAC asking them to reverse the change
D. The change will take place automatically
Which Smart Care Services scans supported devices and compares the first scan backup configuration file with the current
backup configuration file to identify vulnerabilities and changes? (Choose 3)
A. Security Assess and Repair
B. Core Assess and Repair
C. Core Monitoring
D.
Discovery
E. Inventory
Which types of access capabilities are required for the Cisco Smart Care services to provide the status of devices on the
customer’s network? (Choose 2)
A. SNMP
B. Telnet
C. HTTP
D.
SSH
E. Dial-up access
Which is the first mandatory step when performing the Discovery process?
A. Provide an IP address range or subnet
B. Enter the device credentials
C. Enter the SNMP Community
D. Manually enter Unified Communications devices
Presence of Unity on a customer network results in which pricing/contract level?
A. Level 1
B. Level 2
C. Level 3
D. Level 4
E. Level 5
The IPS Signature Update service accomplishes which of the following? (Choose 3)
A. Identifies eligible devices in the customer’s inventory
B. Verifies the IP address and serial number of all devices
C. Checks whether signature files on supported devices meet Cisco recommended standards
D.
Reports the vulnerability status of each device
E. Creates a list of devices needing an updated contract
Under what circumstances would an escalated service request to the Cisco TAC be returned to the partner?
A. If the issue is described in the knowledge base or online
B. If the issue relates to an undocumented bug
C. If the issue relates to a complex system issue
What is the purpose of adding your partner logo to the Cisco Smart Care Control Panel?
A. To brand your customer’s Control Panel and your reports
B. To identify the Control Panel for your users
C. To identify the Control Panel for the Cisco TAC
D. The logo has no purpose
E. To identify the Distributor dashboard
At what point in the Security Assess & Repair process are you NOT able to undo or revert fixes from the Smart Care Control
Panel?
A. After terminating the session
B. After applying the fix
C. After rescanning a fix
D. After viewing the configuration files
What is the result of disabling a partner user?
A. Prevents them from logging in and using CIsco Smart Care Service
B. Deletes them from the system
C. Prevents them from administering other users
D. Prevents them from viewing specific customer information
When ordering the Smart Care Hardware Appliance, which pieces of information do you need to provide? (Choose 2)
A. Ship to address
B. Power cord type
C. IP address for the device
D.
URL to access the device
E. Network connection type
Who can login and use the Cisco Smart Care Control Panel?
A Registered Cisco Smart Care Service partner/resellers
B.Any user with a CCO username and password
C.Any Select Certified partner/reseller with SMB Specialization
D.Cisco Silver-level certified partner/resellers
If the Discovery and Inventory Services fail to identify a device or software on the network, which of the following explains
how to adjust the pricing estimate to accurately reflect the pricing or contract level?
A.Manually add the device or software to the inventory and recalculate the estimate
B.Rerun the Discovery process by entering the correct IP addresses
C.Ask your Smart Care Administrator to update the inventory
D.Delete the current Device Inventory and repeat the process
What is the first step to re-assigning a Client to a new customer site?
A. Un-assign the Client
B. Re-assign the Client
C. Disable the Client
D. Delete the customer site
Passive Monitoring is available for which Cisco Smart Care Services? (Choose 3)
A. Core
B. Security
C. Voice
D. Core Assess and Repair
E. Inventory