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7492X exam - Avaya Aura Call Center Elite Support Updated: 2023

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Exam Code: 7492X Avaya Aura Call Center Elite Support exam November 2023 by team

7492X Avaya Aura Call Center Elite Support

Exam ID : 7492X

Exam Title : Avaya Aura® Call Center Elite Support Exam

Questions : 52

Pass Marks : 35 (68%)

Duration : 90 min.

Exam Type : Multiple Choice

Exam Objectives: The exam covers the following learning objectives:

- Describe virtual routing such as:

- Look Ahead interflow (LAI)

- Enhanced Interflow

- Basic Service Routing (BSR)

- Adjunct Routing

- Network Call redirection (NCR)

- Troubleshoot using the Communication Manager Denial Event.

- Describe the troubleshooting tools in CM and apply troubleshooting command such as “list trace vdn”, “list trace vector” and “list trace station”

- Describe the troubleshooting tools in CM and apply troubleshooting commands such as “list trace vdn”, “list trace vector” and “list trace station”

- Describe Business Advocate (BA) with fundamental call center questions

- Understand the common problems that traditional ACD calling centers experience and how Business Advocate can help overcome these problems.

- Troubleshooting the Avaya Aura® Media Server.

- Describe the vector variable operations.

- List Trace, Display Events, and List Usage.

- Troubleshoot common call vectoring issues.

- Describe the Best Service Routing feature in Avaya Aura® Call Center Elite.

- Describe the Best Service Routing in a multisite environment

- Describe the Service Level Maximizer (SLM)

- Describe the capabilities and features of Dynamic Business Advocate.

- Prerequisite Knowledge Review the learning map for any prerequisite information.

Scheduling this exam at Pearson VUE Test Centers Visit the Pearson VUE website at to see currently available Avaya exams, regional exam pricing and register for a testing session.

Pearson VUE encourages candidates to book testing sessions well in advance (2+ months) to help ensure individual requirements can be met. Candidate demand often fluctuates.

Pearson VUE Authorized Test Centers represent a network of Pearson VUE independent business partners primarily in the commercial and academic market spaces. Availability of testing centers varies by city/state/geographic region based upon business partner participation in the Pearson VUE testing program.

As independent business partners, Pearson VUE Test Centers establish their own hours of operation and testing seat capacity. Reservations are accepted on a first come / first serve basis independent of the vendor exam chosen. Test Center, Online or Pearson VUE Call Center reservations all work from the same inventory of available testing sessions. Contacting a Pearson VUE Test Center can provide candidates with the best understanding of what parameters drive a Centers days / hour of operation; this can be particularly helpful for Testing Centers associated with academic institutions.
Avaya Aura Call Center Elite Support
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Avaya Aura Call Center Elite Support
Question: 75
What are three advantages of the Avaya Customer Experience Virtualized environment?
(Choose three.)
A. Enables capital equipment expenditures
B. Divides up resources among different locations
C. Enables businesses to scale rapidly
D. Lowers operational expenses
E. Requires fewer servers
Answer: A, D, E
Question: 76
What are two call vectoring command failures for" adjunct routing"? (Choose two.)
A. The VDN's COR does not permit routing to the adjuncts applied destination.
B. The specified agent Is not logged into the specified split tor a direct agent call.
C. The VDN's COS-group does not have Console Permission set to y.
D. The CTI link can be any Identifier.
Answer: B, D
Question: 77
A customer wants to evaluate Call Center Elite/Communication Manager system
performance to observe usage trends and recommend updates or corrective actions.
Which object should the customer check to evaluate the system performance?
A. System files
B. Trace files
C. Log files
D. Traffic reports
Answer: D
Question: 78
The call center has recently converted from 4 to 5 digit extensions. Since the conversion,
callers to the Spanish Customer Service skill report that they can no longer reach a
specific agent in the call center, even If they know the extension number. Which two
commands would provide information to isolate the problem? (Choose two.)
A. Display events extension
B. Display events vector
C. List trace vector
D. List trace extension
Answer: C, ?
Question: 79
Which three statements are true about virtual routing? (Choose three.)
A. CTI is a required component for multi-site configuration
B. Virtual routing allows the call centers to be transparent, and act as a virtual call center
that is transparent to the user
C. Virtual routing involves only contacts that are non-voice related such as email and
D. Virtual routing can be implemented in single-site or multi-site configuration
E. Virtual routing determines where to route the call according to the criteria: Look-ahead
interflow or Advanced look- ahead interflow
Answer: A, D, E
Question: 80
A customer using the TTrace tool wants to see a list of services that have been
configured, and also select their respective logging levels. Which TTrace tool will
accomplish this?
A. TTrace Log2Zip
B. TTrace Configuration
C. TTrace Server
D. TTrace Console
Answer: C
Question: 81
A customer wants to reduce costs in their contact center. They choose to employ Network
Call Redirection (NCR) to eliminate as much private network cost as possible. The call
center is using Best Services Routing (BSR) to distribute calls to multiple centers. Which
command in the vector would invoke NCR using BSR?
A. route-to number 112920414
B. route-t number 11292414
C. reply-best
D. queue-to best
Answer: D
Question: 82
In administering multi-site Best Services Routing (BSR), what are the two configuration
that are associated VDN configuration (Choose two.)
A. UUI Treatment
B. Supplementary Service Protocol
C. BSR Available Agent strategy
D. BSR Application
Answer: C, D
Question: 83
While a Look-Ahead Interflow attempt is being made, which feedback is the caller
A. The caller hears the feedback that Is provided by the sending switch.
B. The caller always hears ringback.
C. The caller hears the feedback that is provided bythe receiving switch.
D. The caller always hears silence.
Answer: A
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Avaya Support exam - BingNews Search results Avaya Support exam - BingNews Best Unified Communications Certifications

The need for today’s organizations to share information, along with proliferation of high-speed broadband, has driven the global unified communications (UC) market for the past decade, if not longer. UC streamlines communications so that geologically-dispersed employees can interact digitally as if they’re in the same office, even if they’re located thousands of miles apart.

Centralized administration also makes UC popular with IT managers because it reduces the time and effort needed to support and secure corporate communications of all kinds. Because of a need for specialized skills to make large-scale UC implementations run their best, top UC vendors offer certifications to buttress and boost workforce capability and quality.

Simply Hired lists $91,623 as the average salary for a UC engineer’s role, with highest salaries reported at $139,737. Glassdoor lists UC salaries as high as $166,000 for senior and UC engineer positions. UC engineer salaries declined slightly from previous years with the average down from $94,354 to $91,623 (a dip of just under three percent). While this dip could just represent normal market fluctuations, it is a trend worth watching because we also observed a slight salary decrease last year.

We dug into various job boards to see how many UC jobs are available, specifically targeting jobs that called out one or more of our top five certifications: Avaya ACSS, CCIE Collaboration, CCNP Collaboration, IBM Sametime and MCSE: Productivity.

ACSS: Avaya Certified Solution Specialist

For IT professionals supporting Avaya products, the ACSS is a must-have credential. The company updated its certification programs in late 2015 and currently offers two separate professional certification tracks:

Sales and Design – this track offers three credentials:

  • Avaya Professional Sales Specialist (APSS)
  • Avaya Certified Design Specialist (ACDS)
  • Avaya Professional Design Specialist (APDS)

Services – this track is aligned with Avaya engagement solutions and products, so you’ll see two flavors for some of the certifications depending on which solution track (product or engagement solution) is targeted. Avaya currently offers the following Services credentials:

  • Avaya Support Professional Specialist (ASPS)
  • Avaya Implementation Professional Specialist (AIPS)
  • ACSS: Avaya Certified Solution Specialist (ACSS) (engagement solution) and Avaya Certified Support Specialist (ACSS) (product)
  • ACIS: Avaya Certified Integration Specialist (ACIS) (engagement solutions) and Avaya Certified Implementation Specialist (ACIS) (product)

The advanced-level ACSS cert targets more experienced Avaya practitioners both in support specialist and product specialist roles, covering 19 individual credentials. Candidates should possess technical skills sufficient to configure, install and administer Avaya products. Also, they should be well-versed in Avaya product maintenance, and in testing product implementations and troubleshooting issues. Successful candidates typically possess at least two years’ direct experience supporting Avaya products and four years working with the chosen Avaya technology. Each certification is valid for two years.

Requirements to obtain the ACSS certification depend on which credential one chooses to pursue. For information on prerequisite skills, curriculum maps, required training and the number of exams for individual credentials, visit Avaya’s credential program webpage. (Click the Services Credentials tab, then click on the ACSS button to view the full Catalog. Additional program information appears in the Avaya Professional Credential Program Overview.)

ACSS Facts and Figures

Certification Name Avaya Certified Solution Specialist (ACSS)
Prerequisites & Required Courses Minimum of 4 years’ experience in the relevant technology plus 2 years’ experience supporting the Avaya product. Training is required and available in multiple formats (classroom, virtual classroom and on-demand); depending on solution track. Expect to pay between $3,500 and $4,500 per classroom course, or $1,400 per 16-hour course, and $2,100 per 24-hour course in the virtual classroom or on-demand.
Number of Exams One exam per credential
Cost of Exam $125

Exams administered by Pearson VUE

Self-Study Materials None

CCCIE Collaboration: Cisco Certified Internetwork Expert Collaboration

Cisco offers its CCIE Collaboration certification, which identifies expert skills in unified communications, video and telecom. Only the cream of the crop earns the CCIE, and CCIE Collaboration is no exception.

The expert-level CCIE Collaboration credential recognizes seasoned collaboration and UC architects, as well as voice and video network managers, who design, deploy and troubleshoot enterprise collaboration solutions that are moderately to highly complex. Although the certification requires no prerequisites or specific training, Cisco designed the CCIE Collaboration for individuals with true expertise and lots of relevant experience (three to five years, minimum) with UC solution integration, configuration and troubleshooting.

Like other CCIE certs, the certification has a written qualification exam and a hands-on lab exam, both of which are rigorous and often take multiple attempts to pass. Cisco includes emerging technologies in its assessments. A great value-add available through the Cisco 360 Learning Program for CCIE Collaboration is remote access to an online environment that contains equipment to practice hands-on for the lab exam.

CCIE credential holders must recertify every two years or it will be suspended. It’s the responsibility of the credential holder to keep track of their individual recertification deadline. You can apply for a one-year extension to complete re-cert requirements, but if you miss that deadline, your certification is lost forever.

Recertification involves passing a single exam. Currently, acceptable recertification exams include any current CCIE written or lab exam, or a current CCDE written or practical exam. Credential holders may also recertify by passing the Cisco Certified Architect (CCAr) interview and board review. Alternatively, credential holders may recertify through participation in the Cisco Continuing Education Program (CEP). To recertify through the CEP, credential holders must earn 100 continuing education credits, pay a $300 administrative fee, and agree to CEP terms and conditions.

CCIE Collaboration Facts and Figures

Certification Name Cisco Certified Internetwork Expert (CCIE) Collaboration
Prerequisites & Required Courses No course prerequisites. In-depth understanding of exam topics plus three to five years of job experience recommended.
Number of Exams Two exams: Written qualification exam (Exam 400-051 version 2.0: CCIE Collaboration), 90 to 110 questions, 120 minutes.

Hands-on lab exam (Version 2.0), 8 hours.

Cost of Exam Written exam: $450, Exam 400-051

Lab exam: $1,600 per attempt

Self-Study Materials Written exam: The CCIE written exam website maintains a list of Cisco Press resources, reference and design guides, training, self-assessment tools, and more. Additional self-study resources are available from the Cisco Learning Network Store.

CCIE Lab Exam: The Cisco Learning Network maintains a list of self-study resources for the CCIE lab exam.

CCIE Practice Exam: Udemy offers a practice exam with weekly-updated questions and answers as the final prep for the CCIE.

CCNP Collaboration: Cisco Certified Network Professional Collaboration

The intermediate-level CCNP Collaboration recognizes network engineers who are well versed in Cisco Voice and UC devices and applications in enterprise networks.

Four exams are required to qualify for the CCNP Collaboration credential. A certified candidate designs, implements, configures, manages and troubleshoots Cisco UC applications, networks and devices. Candidates should have in-depth knowledge of all facets of unified networking, including gateways, IP phones, quality of service (QoS), voice, video and presence applications, and utilities for configuring Cisco routers and switches, in addition to one to three years’ experience with these technologies.

Training is recommended but not required. Cisco offers in-depth training courses, both in the classroom and online, for each exam. Depending on the training provider, classroom live and virtual classroom live courses cost approximately $3,795, while online self-paced courses start at about $1,100. Training courses typically last five days.

The CCNP Collaboration, like all Cisco professional-level certifications, requires recertification every three years. To recertify, you must pass one Cisco exam before your cert’s expiration date. Acceptable exams include any current 642-XXX professional-level exam, any 300-XXX professional-level exam, any CCIE written exam, any CCDE written or practical exam, or passing the Cisco Certified Architect (CCAr) interview and board review.

CCNP Collaboration Facts and Figures

IBM Certified System Administrator: Sametime V9.0

The intermediate-level IBM Sametime administrator credential aims at systems administrators with existing skills and hands-on experience in IBM Sametime 9.0. Candidates must understand architectural considerations when running IBM Sametime within an IBM WebSphere environment. They must also demonstrate their knowledge of Sametime deployment and audio/video configuration within Sametime, along with management, troubleshooting, performance monitoring and optimization techniques.

The certification requires candidates to pass a 78-question multiple-choice exam, to be completed in no more than 105 minutes. IBM emphasizes the need for hands-on experience before tackling this exam, stating that “direct application of the skills learned cannot be substituted” with any of the self-study materials. The exam measures a candidate’s knowledge of task performance rather than memorization of features and functions.

In addition to the Certified System Administrator credential, IBM also offers two related certifications:

  • IBM Certified Associate – Sametime 9.0: This is an entry-level certification for professionals with knowledge regarding the use and administration of an IBM Sametime environment. Successful candidates should possess a basic understanding of UC concepts, databases, and IBM WebSphere and IBM Domino V9.0 environments.
  • IBM Certified Advanced System Administrator – Sametime 9.0: This is an advanced professional-level credential for system administrators, application, infrastructure and solution architects. It requires an understanding of the WebSphere Application Server Network Deployment and Liberty Profile environments. Candidates must first obtain the Certified System Administrator credential and then pass an additional exam.

The IBM Certified System Administrator – IBM Lotus Sametime 8.5 credential is still available for those working in Lotus Sametime 8.5 environments.

While IBM certifications are evergreen and don’t expire, the same cannot be said for technology. Credential holders should plan to move up and recertify on new technology as it becomes available.

IBM Certified System Administrator – Sametime V9.0 Facts and Figures

Certification Name IBM Certified System Administrator – Sametime V9.0
Prerequisites Basic IBM Sametime administration knowledge plus hands-on experience with IBM Sametime V9.0
Number of Exams One exam: Exam C2040-413: IBM Sametime 9.0 Administration (78 questions, 105 minutes, 52 questions required to pass)
Cost of Exam $200. Exams administered by Pearson VUE.
Self-Study Materials IBM maintains a list of exam objectives, Technotes, product documentation and web resources for the exam.  Also, candidates can purchase a web-based sample/practice exam (number A2040-413 Assessment: IBM Sametime 9.0 Administration) from Pearson VUE for $30.

MCSE (Microsoft Certified Solutions Expert): Productivity

The MCSE: Productivity certification targets professionals supporting enterprise-grade hybrid and cloud solutions for Microsoft Office. Key technologies include Microsoft Office 365, Microsoft Office, Exchange, Skype for Business and SharePoint.

To obtain the MCSE: Productivity credential, candidates must first obtain the Microsoft Certified Solutions Associate (MCSA): Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification. Then, they must pass one additional exam from an approved list. Currently, there are eight different exams to choose from. In addition, Microsoft recommends three to four years of experience.

The Microsoft Certification Program underwent extensive changes in September 2016. Once you earn one of the latest MCSE credentials, you do not have to recertify within three years as was the case in the past. However, by passing an elective exam each calendar year, you add an entry to your transcript that indicates your commitment to staying current on technologies and expanding your skillset.

MCSE: Productivity Facts and Figures

Certification Name Microsoft Certified Solutions Expert (MCSE): Productivity
Prerequisites & Required Courses MCSA: Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification

Three or more years of experience recommended.

Number of Exams Candidates must pass one of the following exams:

Exam 70-345: Designing and Deploying Microsoft Exchange Server 2016

Exam 70-339: Managing Microsoft SharePoint Server 2016

Exam 70-333: Deploying Enterprise Voice with Skype for Business 2015

Exam 70-334: Core Solutions of Microsoft Skype for Business 2015

Exam 70-331: Core Solutions of Microsoft SharePoint Server 2013

Exam 70-332: Advanced Solutions of Microsoft SharePoint Server 2013

Exam 70-341: Core Solutions of Microsoft Exchange Server 2013

Exam 70-342: Advanced Solutions of Microsoft Exchange Server 2013

Cost of Exam $165 per exam. Exams administered by Pearson VUE.
Self-Study Materials Microsoft provides links to training, practice exams by third-party vendors such as Mindhub and MeasureUp, case studies, exam study groups and more. Links to community support forums and other resources are listed on each exam web page. Microsoft also offers various training options through its Microsoft Official Courses On-Demand (MOC On-Demand) program.

Beyond the top 5: more UC certifications

The UC certification landscape is not as crowded as the pool of general networking certs or the increasingly popular cloud and mobile credentials, but UC is on the rise nonetheless. In fact, traditional UC is increasingly offered through the cloud, forcing certifications to take on a new flavor to accommodate the latest technologies and techniques.

In addition to the top five certs covered in this article, many colleges and universities offer courses in unified communications or certificate programs aimed at workforce training. Note that most of those programs incorporate Cisco equipment and applications. Other programs are available, though. We conducted a simple Google search that revealed several interesting choices, including the Information Technology: Network Specialist Concentration at the Pennsylvania College of Technology.

Another consideration is Mitel Networks. Although the company doesn’t offer its own IT career certifications as of this writing, Gartner considers Mitel one of the leaders in the UC market, and the company name appears in job board searches for “unified communications” with great frequency. That means there’s an abundance of open positions that call for Mitel experience and/or knowledge. When evaluating UC certifications, and especially certificate programs through colleges or universities, consider if the required skills and knowledge might transfer to a job working with Mitel technology.

Thu, 09 Nov 2023 10:01:00 -0600 en text/html
Best Help-Desk Certifications 2023

Technical support and help-desk positions are traditional entry points for IT professionals navigating their career paths. Earning a respected help-desk certification can help IT professionals stand out, validate valuable knowledge and skills, and demonstrate their willingness to learn to employers and hiring managers. 

Help-desk certifications tend to focus on two areas: overarching help-desk functions and job roles or technical support skills with an emphasis on specific vendor platforms or products.

We’ll highlight help-desk certifications that fit both categories while also considering employer preferences and specific in-demand career skills these certifications help verify. 

Some organizations staff help-desk positions to meet support requirements for specific vendor products, platforms, and tools. Others want team members with an excellent general technical background and an understanding of IT operations, practices and procedures. 

Consider the following well-regarded help-desk certifications and determine which ones best suit your needs and career path. 

1. CompTIA A+2023

CompTIA A+ is an excellent entry-level certification for those entering the IT help-desk and hardware support professions. More than 1 million people have earned this credential, and its popularity with IT professionals and employers remains high. 

CompTIA A+ is one of CompTIA’s core credentials; it’s an ideal foundational certification for candidates pursuing a wide range of other IT certifications. (Visit CompTIA’s career path planning tool to see its versatility.) The A+ is well-known and respected in various IT circles; the Department of Defense recognizes it, and it’s a service technician requirement for many enterprise-level companies, including Dell, HP and Intel.

A+ credential holders are support technicians — either in-house or field techs — who can take on the following responsibilities:

  • Install, configure, and maintain PCs, laptops, printers and mobile devices.
  • Dig into PC and mobile operating systems to configure and troubleshoot those systems.
  • Perform basic networking tasks.

In April 2022, CompTIA launched a new CompTIA A+ credential (CompTIA A+ 2023). In this iteration, candidates can expect to find the following updates:

  • Greater emphasis on security
  • Increased reliance on software-as-a-service (SaaS) applications for remote work, data management, and scripting 
  • Focus on a range of operating systems beyond Microsoft systems 

The new exam addresses nine core competencies:

  1. Harware. CompTIA A+ 2023 addresses identifying, using and connecting hardware devices and components.
  2. Operating systems. CompTIA A+ 2023 focuses on installing and supporting Windows OS and system configuration and troubleshooting for macOS, Chrome OS, Linux and Android.
  3. Networking. CompTIA A+ 2023 explores networks and connection types like TCP/IP, Wi-Fi, and SOHO.
  4. Software troubleshooting. CompTIA A+ 2023 addresses troubleshooting software for PCs, mobile devices and application security support.
  5. Troubleshooting. CompTIA A+ 2023 addresses troubleshooting network and real-world device issues.
  6. Security. CompTIA A+ 2023 addresses identifying and protecting against device and network security vulnerabilities.
  7. Mobile devices. CompTIA A+ 2023 addresses installing and configuring mobile devices.
  8. Virtualization and cloud computing. CompTIA A+ 2023 addresses virtualization and cloud computing elements, including setting up client-side virtualization and understanding different cloud computing concepts.
  9. Operation procedures. CompTIA A+ 2023 addresses demonstrating and following best practices for communication, safety, and environmental factors.

Two exams are still required to earn the credential:

  • Core 1 exam. The Core 1 (220-1101) exam focuses on cloud computing and virtualization, hardware, network technology and mobile devices. 
  • Core 2 exam. The Core 2 (220-1102) exam covers operating system installation and configuration, security, operational procedures and troubleshooting software.

The previous version of the A+ exam was launched in January 2019 and retired in October 2023. If you’re starting preparations for the CompTIA A+ exam, ensure you’re studying for the latest exam version.

CompTIA certifications are part of a broader iterative roadmap. For example, A+ leads to CompTIA’s Network+ certification, which opens into a wider range of certifications for cybersecurity, administration and more.

CompTIA A+ facts and figures

Certification name

CompTIA A+ 2023

Prerequisites and required courses

CompTIA recommends 9 to 12 months of experience.

Number of exams

Two exams: CompTIA A+ Core 1 (220-1101) and Core 2 (220-1102)

90 questions maximum per exam; includes multiple-choice, drag-and-drop and performance-based questions

Cost per exam

$246 per exam ($492 total)


Self-study materials

Self-study materials are available on the CompTIA Marketplace. Materials include exam objectives, sample questions, study guides, and classroom and e-learning opportunities. Credential seekers may also want to check out the CertMaster online learning tool.

Also, the CompTIA A+ Certification All-in-One Exam Guide is available on Amazon.

When you’re ready to move beyond fundamental networking tasks, consider additional certifications to advance your networking career and achieve titles like network specialist, network administrator or network technician.

2. Apple Certified Support Professional

If you’re a fan of MacBooks and all things Apple, the Apple Certified Support Professional certification is a must. Targeting IT professionals who support Macs, iPhones and iPads in business, this certification validates a candidate’s knowledge and the technical skills necessary to support these platforms and Mac products. 

To earn the certification, candidates must pass the Apple Device Support exam. While the exam has no prerequisites, Apple encourages all aspirants to view the free Apple Device Support tutorials. Additionally, Apple encourages people to have hands-on experience supporting Apple devices with at least 30 to 60 hours of preparation experience. 

The Apple Certified Support Professional is also an excellent starting certification for moving deeper into the Apple space, as it’s a prerequisite to earning the Apple Certified IT Professional certification. As Apple devices become more common in enterprise environments, demand for Apple knowledge may also increase. 

Apple certifications are increasingly popular, especially as Macs become more common in enterprise environments and companies switch from PC to Mac. Apple continues to demonstrate high-quality customer support by preparing in-house support professionals to help their organizations support Apple computers. 

Check out Apple’s Training and Certification page and select the certification of your choice for more info. 

Apple Certified Support Professional facts and figures

Certification name

Apple Certified Support Professional

Prerequisites and required courses

Apple recommends taking courses through its online training services and having hands-on experience with various Apple devices.

Number of exams

One exam: Apple Device Support Exam (9L0-3021-ENU)

The exam contains 105 technical questions to be answered in 120 minutes. The passing score is 80 percent. 

Pearson VUE administers the exam. Applicants must first sign into ACRS using their Apple ID and password.

Cost per exam



Self-study materials

Apple offers an Apple device self-paced tutorial covering numerous exam objectives. Additionally, the Apple Device Support exam prep guide includes links to Apple documentation for all covered subject areas. 

To further shore up your Apple device skills, consider pursuing the AppleCare Hardware Certification program, which is among the best computer hardware certifications around.

3. HDI-CSR: HDI Customer Service Representative

The HDI-CSR certification is designed for IT professionals in call or support centers. Candidates typically have the following talents: 

  • Excellent soft skills that facilitate effective communication and listening
  • Technical skills to assess customer needs
  • The ability to troubleshoot and quickly resolve issues
  • The ability to manage challenging customer interactions 

HDI highly recommends training for the HDI-CSR via an online course, virtual classroom or self-study. The training course contains four units that cover the topics below:

  • The IT professional’s role in the support center
  • Communication skills
  • Problem-solving and troubleshooting skills
  • Maximum effectiveness

To obtain the HDI-CSR, candidates must pass one exam that focuses on one of the following categories:

  • Leadership (10 percent)
  • Policy and strategy (10 percent)
  • People management (10 percent)
  • Resources (10 percent)
  • Process and procedures (55 percent)
  • Performance results (5 percent)

The HDI Learning Center administers the exam online, and it must be completed within six weeks of purchase.

Of all the help-desk certifications we’re highlighting, HDI’s offerings are probably the best-known and most respected of their kind in the industry. Anyone interested in career advancement in this fast-growing area of IT should dig into HDI’s certification credentials, especially at management levels. 

HDI offers a complete multi-tiered certification program that includes:

Other credentials of interest include:

HDI-CSR facts and figures

Certification name

HDI Customer Service Representative (HDI-CSR)

Prerequisites and required courses

There’s a recommended online course for $499.

Number of exams

One exam: 45 minutes and 35 multiple-choice questions, with a minimum passing score of 80 percent.

Cost per exam

The exam cost includes the course fee; each retake costs $99.


Self-study materials

HDI offers a self-study bundle that includes three exam attempts. 

If you’re considering parlaying a technical position like a help-desk job into a career in IT management, it’s essential to work on your organizational, project management and people skills.

4. ITIL 4 Foundation

ITIL is an industry-accepted framework for managing IT service delivery. ITIL defines a service lifecycle model for processes and activities during the design, development, delivery, and support of IT services. Axelos, a U.K. company, develops best practices, maintains ITIL, and administers the ITIL certification program.

The ITIL Foundation is the entry-level certification in the ITIL scheme, which also includes Managing Professional, Strategic Leader and Extension Module certifications. At the Foundation level, an individual understands key concepts, terminology, roles, and core processes involved throughout the ITIL service lifecycle. 

Although the ITIL Foundation training and examination syllabus specifically includes a service desk component, the entire ITIL Foundation certification lends itself well to the help-desk industry.

Candidates can take a three-day training course through an Accredited Training Organization (ATO) or Accredited Trainer (using the Axelos Find a Trainer web page) and take the exam at the end of the course. Alternatively, they can self-study for the exam and take it at an ITIL Examination Institute. 

ITIL Foundation facts and figures

Certification name

ITIL 4 Foundation Certification — IT Service Management

Prerequisites and required courses

While there are no prerequisites, training is highly recommended. Costs vary greatly depending on the manner of instruction and the training provider’s location. 

Number of exams

One exam: ITIL Foundation

The 60-minute exam contains 40 multiple-choice questions, with a minimum score of 65 percent required to pass.

Cost per exam

$495; PeopleCert provides online proctoring to take the exam. 


Self-study materials

The training and examination syllabus and sample tests are available on the certification web page. Study guides and certification kits are available from Amazon.

For those who want to study on the go, Axelos has an ITIL Foundation mobile study app available.

ITIL Foundation certification can also help you establish an enterprise IT architect career. ITIL certs are considered among the best enterprise architecture certifications to advance your IT career.

5. Microsoft 365: Modern Desktop Administrator Associate

Microsoft certifications now have a role-based approach. According to the Microsoft Training and Certification Guide, certs are available for five primary focus areas: Azure, Dynamics 365, Microsoft 365, Power Platform and Security. 

Our pick for the most helpful certification for help desk professionals is the Microsoft 365 Certified: Modern Desktop Administrator Associate. The credential validates the following skills:

  • Deploying, installing and configuring the Windows operating system
  • Configuring and managing storage and connectivity for devices 
  • Maintaining the Windows operating system
  • Protecting any associated devices and all data within those devices
  • Establishing identity and access management 
  • Establishing and managing configuration profiles and compliance policies
  • Protecting, maintaining, and managing devices
  • Managing applications

To earn the credential, candidates must pass two exams:

  • Windows Client (Exam MD-100) 
  • Managing Modern Desktops (MD-101). 

Microsoft 365 Certified: Modern Desktop Administrator Associate

Certification name

Microsoft 365 Certified: Modern Desktop Administrator Associate

Prerequisites and required courses

Achieving the Microsoft 365 Certified: Fundamentals certification is recommended but not required.

Number of exams

Two exams:

  • Windows Client (Exam MD-100)
  • Managing Modern Desktops (Exam MD-101)

Cost per exam

$165 each ($330 total)

Pearson VUE administers the exams.


Self-study materials

Links to free, self-paced training and fee-based instructor-led training, and on-demand learning are available on the certification web page.

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Exam and assessment support from the Library

The Library is here to support you to revise and prepare throughout the exam and assessment period. You can:

  • Find extended opening and additional study space
  • Attend a workshop or access an online training resource focusing on revision, exam preparation and wellbeing
  • Speak to a friendly Library expert via our regular Library drop-in support sessions

To find out more about how the Library can help you, visit our Exam and Assessment Support page:

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Alternative exam support strategies

This has been a very different academic year working largely remotely, and while there are not formal or traditional on-campus University examinations, some of your modules may have an online assessment under some form of timed exam conditions in early January.

When you initially met with one of the team in Student Wellbeing, you will have been recommended an individual room or some additional support during the traditional University exam period.

As assessments are now being completed remotely, we want to help you by sharing some suggestions of alternative support strategies that you could use instead of having a support provider to provide exam support on campus.

If you have previously used a Reader, Scribe or Exam prompt for assessments and exams have a look at the ideas below.

If you do not think these strategies will meet your needs, please contact your AccessAbility Adviser directly or contact Student Wellbeing on 028 9536 7000 or and we can arrange for remote support to be in place for you.

Reader/Invigilator to Read Aloud

If under normal circumstances you would have access to a Reader, we would suggest you consider the following alternatives:

Speech Software

Use text to speech software you already have access to such as Read and Write Gold

Audio file MP3

Contact your Course Director to ask them to supply you with an audio file/MP3 with the questions read aloud as well as the exam paper.

Accessibility features within Office 365

Try using the inbuilt accessibility features within Office 365 (e.g. Word)

My Study Bar

Try MyStudyBar this is a free tool with one of its features allowing you to listen to digital content read aloud using text-to-speech.

Android Accessibility

All android devices differ slightly but google have an Android Accessibility Suite in the Google Play store that will offer similar support.

Apple Accessibility

iPhone and iPad users can use either the Speak Screen feature or Speak Selection tool which will either read out the whole screen or read the highlighted text.


If under normal circumstances you would have access to a Scribe, we would suggest you consider the following alternatives:

  • Use software you already have, such as Dragon Dictate
  • Contact your Course Director to see if you could get additional extra time
  • Ask a family member or housemate for assistance (if available) to act as a scribe
  • Use dictation software inbuilt to Google Docs or Office 365 users can dictate into word online
  • Use dictation options on your phone or tablet

Exam Prompt

If under normal circumstances you would have access to an Exam Prompt to help with timing, we would suggest you consider the following alternatives:

  • Use a session with your mentor to establish how to use time in your exam. Remember to allocate time appropriately while considering the overall mark a question is worth.
  • Set an alarm on your phone to remind you when you should move onto the next question.
  • Practice using this strategy on a past paper.

We would strongly recommend sitting a practice paper using any new software to establish effective working and compatibility before using it on the day of your assessment.

Again, if you do not think these strategies will meet your needs, please contact your AccessAbility Adviser directly or contact Student Wellbeing on 028 9536 7000 or and we can try to arrange for remote support to be in place for you.

Thu, 10 Dec 2020 22:03:00 -0600 en-GB text/html
Matric Exams: How to properly support your child No result found, try new keyword!While trying to support your child and getting them to study, Aderinoye says parents should not dwell or overhype exams as this adds more stress on your child. Fri, 27 Oct 2023 00:57:00 -0500 en-us text/html Exam Cover Form

Please attach an exam cover form for all exams dropped off to the Office of Accessible Education and Student Support located in Ladd Library G35.  The exam cover form helps ensure the integrity of your exam and that all students taking your exam are allowed the same materials and base time.

Exam Cover Form

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Exam arrangements

Exam support may be required for students with a disability, mental health condition or a long-term medical condition. In order to access support, students must provide appropriate evidence to the Disability Team or Mental Health Team prior to the deadlines

These deadlines are stated on the exams office webpages.

Individual support may include:

  • Extra time
  • Use of a reader
  • Use of a scribe
  • Use of a computer and/or additional software
  • Other appropriate support recommended by a suitably qualified professional

Please come and discuss any support requirements with us so you are well equipped for your exams. When attending an appointment please bring medical evidence/learning assessments with you.

Email us at or Appointments can be booked with the Disability Team or Mental Health Team via MyGateway.

Wed, 13 May 2020 07:31:00 -0500 en-GB text/html
10 Things Parents Must Do To Support Children’s Mental Health During Exams No result found, try new keyword!The pressure of exams can take a toll on a student's mental health, so it's important for parents to provide support and create a positive environment. By fostering a supportive, balanced ... Wed, 27 Sep 2023 19:02:00 -0500 en-us text/html Exam Anxiety

*Content contributed by Joanne Mills, Student Health and Wellness

Many students experience anxiety leading up to and throughout the process of writing exams. This is a normal response and while some anxiety can help to keep us motivated and focused, too much may interfere with exam performance. 

Some things that can contribute to exam anxiety are poor study and exam-taking strategies, time-management difficulties, and psychological factors such as negative thinking and self-criticism. 

Lifestyle choices can also increase anxiety. Not getting enough rest or proper nutrition prior to an exam may impact your ability to focus and concentrate. 

Is accommodation possible? 

Exam anxiety may interfere with your ability to demonstrate your knowledge, but it’s not by itself a condition that would lead to accommodation. Exam anxiety can often be experienced by people who have a diagnosed anxiety disorder, however, not in every case. 

Exams are part of university, and often part of professional licensing, so it’s important to develop strategies to prepare for exams and manage anxiety.

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Exam Stress


Exam stressStudent Minds tips for beating exam stress 

It is normal to have some level of stress throughout the duration of a degree programme, experiencing small amounts of stress can be a good thing to help motivate us to achieve our goals. However, dealing with stress (especially at exam season) can be difficult, so here are some tips on helping your advisees cope with exam stress:

  • Perspective – it’s important to encourage students to put things into perspective, whatever happens in a student’s exams, doesn’t mean they can’t still be successful in later life
  • Exercising, eating well and sleeping, are all essential components when you want to get the best performance from your body. Surviving on a poor diet, pulling all-nighters and sitting still can increase symptoms of stress and anxiety. It is especially important at exam time for students to look after their wellbeing.
  • Get organised – create an exam timetable, break the revision into manageable chunks, take regular breaks and don’t feel guilty about them!
  • Encourage students to speak to someone if they feel like they are struggling. Asking for help is never shameful, encourage them to speak to friends, family or the support services in Queen Mary about how they are feeling and what support might help 

Advice and Counselling have some excellent resources to help support students in this situation and run exam stress workshops around exam periods. The Students' Union also run a Study Well campaign during exam periods.

Thu, 30 Jul 2020 10:16:00 -0500 en text/html

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