Lesson 1

Lesson 5
Supporting Cloud Users
Multiple Choice
1. Which of the following can be tested by using the Microsoft Remote Connectivity
Analyzer tool?
a.
Outlook connectivity to an Exchange Server
b.
Outlook connectivity to Skype for Business
c.
Outlook connectivity to Office 365
d.
All of the above
Answer: D
Difficulty: Medium
Section Reference: Troubleshooting Issues With Sending and Receiving Email
Explanation: The Microsoft Remote Connectivity Analyzer tool
(https://testconnectivity.microsoft.com) can be used to test Outlook connectivity to an
Exchange Server, Skype for Business, and Office 365.
2. If Office becomes unstable or does not work as expected, you should attempt to
diagnose and repair Office by using which of the following?
a.
The tracert command
b.
network address translation (NAT)
c.
Microsoft Online Services Sign-In (MOS SIA) Assistant
d.
Microsoft Office Diagnostic Tools.
Answer: D
Difficulty: Medium
Section Reference: Using Office Repair
Explanation: Microsoft Office Diagnostic Tools is a series of diagnostic tests that are
included with Microsoft Office; they help you identify and fix problems with Office.
3. You have a large file that is 2.4 GB that you want to load into SharePoint. However, it
fails every time. What is most likely the problem?
a.
You are limited to 500 MB of storage
b.
You are having network issues
c.
Your file upload limit is 2 GB
d.
Your site collection is full
Answer: C
Difficulty: Medium
Section Reference: Identifying SharePoint Storage Limits
Explanation: When troubleshooting problems with SharePoint Online, make sure you
have not exceeded the file upload limit of 2 GB per file.
4. Which of the following tools is used to test connectivity to ActiveSync and to test
autodiscovery?
a.
Ipconfig /all command
b.
Microsoft Remote Connectivity Analyzer
c.
Best Practices Analyzer
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d.
Outlook Test Tool
Answer: B
Difficulty: Medium
Section Reference: Troubleshooting Issues with Connecting to Skype for Business
Online and Other Companies
Explanation: To test the DNS entries, you can use the Microsoft Remote Connectivity
Analyzer (http://www.testconnectivity.microsoft.com) to perform the Office 365 Skype
for Business Domain Name Server (DNS) Connectivity Test.
5. Which of the following is the default retention period for deleted objects in SharePoint
Online?
a.
90 days
b.
30 days
c.
180 days
d.
60 days
Answer: A
Difficulty: Medium
Section Reference: Recovering Deleted Files
Explanation: The files in the SharePoint Recycle Bin have a default retention period of
90 days. After that time, or if you manually delete them before that time from the Recycle
Bin, they can no longer be restored and cannot be retrieved by any means.
6. Which of the following statements are true of troubleshooting sign-in issues and
forgotten passwords? (Choose all that apply)
a.
If you try to sign in using the wrong password 10 times, you will have to wait a
certain period of time (typically 15 minutes) for your account to be unlocked or to have
an administrator unlock your account/reset password.
b.
If you access the portal for the cloud service, but you have trouble signing in, the
problem is typically related to the account or the password.
c.
You should retrieve a key from the Microsoft website and enter that key into
Office 365.
d.
The user ID should look like username@domainname.com or
username@domainname.onmicrosoft.com
Answer: A, B, C
Difficulty: Medium
Section Reference: Troubleshooting Sign-In Issues and Forgotten Passwords
Explanation: If you try to sign in using the wrong password 10 times, you will have to
wait a certain period of time (typically 15 minutes) for your account to be unlocked or to
have an administrator unlock your account/reset password; if you access the portal for the
cloud service, but you have trouble signing in, the problem is typically related to the
account or the password; and the user ID should look like username@domainname.com
or username@domainname.onmicrosoft.com.
7. Which server or device can be used to funnel users when users are accessing the
Internet and provides better security by hiding internal IP addresses?
a.
Skype for Business server
b.
ActiveSync server
c.
Proxy server
d.
Autodiscover server

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Lesson 1

Answer: C
Difficulty: Medium
Section Reference: Troubleshooting Proxy Settings
Explanation: A proxy server is a server that acts as an intermediary for clients seeking
resources outside their networks. Medium and large organizations typically use a proxy
server.
8. Which command is used to show the route that packets take when accessing a specific
server?
a.
telnet
b.
netstat
c.
tracert
d.
ping
Answer: C
Difficulty: Medium
Section Reference: Verifying IP Configurations
Explanation: The tracert command traces the route that a packet takes to a destination
and displays the series of IP routers that are used in delivering packets to the destination.
If the packets are unable to be delivered to the destination, the tracert command displays
the last router that successfully forwarded the packet. The tracert command also uses the
ICMP protocol.
9. Which command allows you to see the IP configuration, including the DNS servers and
default gateway?
a.
netstat -a
b.
ipconfig /all
c.
tracert
d.
showall
Answer: B
Difficulty: Medium
Section Reference: Verifying IP Configurations
Explanation: When you execute ipconfig /all, the full TCP/IP configuration for all
adapters is displayed, including host name, DNS servers, and the physical/MAC address.
10. Which of the following is a secondary holding area for deleted documents for the
entire site collection?
a.
SharePoint recycle bin
b.
Site Collection Recycle Bin
c.
End User Recycle Bin
d.
SharePoint Collection Recycle Bin
Answer: B
Difficulty: Medium
Section Reference: Recovering Deleted Files
Explanation: The Site Collection Recycle Bin is a secondary holding area for deleted
documents for the entire site collection.

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Lesson 1

Fill in the Blank

1. _____ is the primary TCP/IP command used to troubleshoot connectivity, reachability,
and name resolution. .
Answer: ping
Difficulty: Medium
Section Reference: Verifying IP Configurations
Explanation: The ping command verifies IP-level connectivity to another TCP/IP
computer by sending Internet Control Message Protocol (ICMP) Echo Request messages.
2. To test DNS by performing a DNS query, you should use the _____ command.
Answer: nslookup
Difficulty: Hard
Section Reference: Troubleshooting Name Resolution
Explanation: Nslookup.exe is a command-line administrative tool for testing and
troubleshooting DNS name resolution.
3. _____ is used with masquerading to hide an entire address space behind a single IP
address..
Answer: Network address translation (NAT)
Difficulty: Medium
Section Reference: Troubleshooting Proxy Settings
Explanation: Network address translation (NAT) is used with masquerading to hide an
entire address space behind a single IP address. In other words, it allows multiple
computers on a network to connect to the Internet through a single IP address.
4. When dealing with sign-in problems, you must make sure that users have the correct
_____ and that they have _____
Answer: IP configuration, Internet access
Difficulty: Medium
Section Reference: Resolving Issues with Installing Office Applications and Signing In
Explanation: When dealing with sign-in problems, you must make sure that users have
the correct IP configuration (including IP address, subnet mask, default gateway, and
DNS server. In addition, make sure users have Internet access.
5. When a mobile device accesses email from Office 365, it uses _____.
Answer: ActiveSync
Difficulty: Medium
Section Reference: Resolving Issues with Emails and Calendars
Explanation: Email and calendar information is delivered to mobile devices using
ActiveSync.
6. Clients using Office 2016 can retrieve email from Office 365 by using _____.
Answer: MAPI over HTTP
Difficulty: Medium
Section Reference: Resolving Issues with Emails and Calendars
Explanation: In Office 365, desktop applications access email by using the Messaging
Application Programming Interface (MAPI) over HTTP.
7. If Opening with File Explorer does not work, you should make sure that the SharePoint
Online sites are added to your _____.
Answer: trusted sites
Difficulty: Medium
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Lesson 1

Section Reference: Resolving Issues with Open with Explorer

Explanation: If you have issues with SharePoint, including Opening with File Explorer,
you should make sure you are authenticated to Office 365; make sure that SharePoint
Online sites are added to your trusted sites; make sure that WebClient services is present
and enabled (if it is not, install the Desktop Experience feature); and check to see if your
system needs any updates or fixes.
8. When a site is deleted by mistake, you can restore the site from the _____.
Answer: Site Collection Recycle Bin
Difficulty: Medium
Section Reference: Recovering Deleted Files
Explanation: When you delete a list, library, file, file version, or other list item, the
deleted object will go to the site recycle bin. If you delete the site or workspace, the
deleted object will go to the Site Collection Recycle Bin.
9. To check access to Skype, you should use the _____ site.
Answer: http://heartbeat.skype.com
Difficulty: Medium
Section Reference: Troubleshooting Issues with Skype
Explanation: If you suspect problems with Skype, open the http://heartbeat.skype.com
web page.
Short Answer
1. Describe the autodiscover feature.
Answer: Autodiscover is a process used by Outlook that automatically finds the users
settings and sets up an Exchange connection to your account.
Difficulty: Hard
Section Reference: Troubleshooting Issues With Sending and Receiving Email
2. Describe the function of the ping command feature.
Answer: The ping command verifies IP-level connectivity to another TCP/IP computer
by sending Internet Control Message Protocol (ICMP) Echo Request messages.
Difficulty: Hard
Section Reference: Verifying IP Configurations

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