Exam 70-685
Windows 7, Enterprise Desktop Support Technician
Audiences: IT professionals
Technology: Windows 7
Credit towards certification: MCP, MCSA
Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area in the exam. The higher the percentage, the more questions you are likely to see on that content area in the exam.
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
Identifying cause of and resolving desktop application issues (20%)
Solve software installation escalations
Installation permissions; local administrator requirement; licensing restrictions; digital signing
Solve software failure escalations
Checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system
Preparation resources
Help with Windows 7 compatibility problems
Five steps to Windows 7 application readiness
Performance monitoring getting started guide
Identifying cause of and resolving networking issues (23%)
Solve enterprise logon issues
Hardware vs. network; password expiry; trust relationships with machine accounts; determining logon context; logon hours compliance
Solve enterprise network connectivity issues
Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
Solve enterprise names resolution issues
Checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
Solve enterprise network printer issues
Hardware failure; server issues; printer failure; network issues; driver issues
Preparation resources
Windows 7: Troubleshooting connections
Open the printer troubleshooter
Managing and maintaining systems that run Windows 7 client (21%)
Identify and/or resolve performance issues
Analysing system and application logs; analysing started services; setting power management; checking hard drive space; optimising virtual memory
Solve hardware failure issues
Identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken
Preparation resources
Check a drive for errors
Learn best practices for optimising the virtual memory configuration
Run diagnostics to check your system for memory problems
Supporting mobile users (18%)
Solve enterprise wireless connectivity issues
Signal strength; encryption types; encryption keys; wireless profiles; mobile devices
Solve enterprise remote access issues
VPN client not connecting; IPv6 support; access and authentication to network resources
Preparation resources
Wired and wireless network problems
Troubleshoot Remote Desktop problems
Why am I having problems with my VPN connection?
Identifying cause of and resolving security issues (18%)
Solve Windows Internet Explorer security issues
Adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates
Solve enterprise issues due to malicious software
Analysing services; analysing programs; analysing processes; analysing browser helper add-ons; user account control
Solve enterprise storage security issues
Requirements for installing; recovering encryption keys; key management
Solve enterprise software update issues
Identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications
Preparation resources
Change Internet Explorer 9 security settings
Troubleshoot problems with installing updates
Security monitoring and attack detection planning guide
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