bcp-221 exam guide

8/7/2019 BCP-221 Exam Guide

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BlackBerry Certification Program Exam

Guide

Exam # BCP-221 Supporting BlackBerry Devices in an

Enterprise Environment


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BlackBerry Certification Program Exam Guide

Version 0.1 2010 Research In Motion Limited 3

6/2/10 [email protected]

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4 2010 Research In Motion Limited Version 0.1

[email protected] 6/2/10

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Contents



Contents

BlackBerry Certification Program general information................................ 10Take the exam............................................................................................................ 11Exam Details.............................................................................................................. 14

Audience ......................................................................................................................15Exam Prerequisites.........................................................................................................16

Recommendations......................................................................................................... 17

Test structure ................................................................................................................... 17

What does BlackBerry certification mean to me? ........................................... 18Exam sections and weightings............................................................................. 19

Exam sections..................................................................................................................19

Section weightings........................................................................................................20

Exam objectives........................................................................................................ 21How can I get training?...........................................................................................23

Additional Reference Materials................................................................................. 23

Practice items............................................................................................................25


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Contents




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Exam Guide

BCP-221 Supporting BlackBerry Devices in an Enterprise

Environment


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BlackBerry CertificationProgram general information

The BlackBerry Certification Program is designed to enhance your

professional credibility by providing quantifiable proof of your skillsand knowledge related to BlackBerry solutions. BlackBerry certificationis designed to help set you apart in the competitive world of mobiledevices and applications.

The BlackBerry certification exams are role based. They focus on thepractical application of BlackBerry solution knowledge required byspecific roles in the different stages of a BlackBerry solutiondeployment. Currently, BlackBerry certification is available for thefollowing roles:

BlackBerry Certified Support Specialist

BlackBerry Certified Server Support Specialist

BlackBerry Certified System Administrator

BlackBerry Certified Solution Designer

BlackBerry Certified Application Developer

BlackBerry Certified Technical Sales Professional

BlackBerry MVS Certified Integration Specialist


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Take the exam

Register for the examFollow the steps below to register for an exam.

1. Review details for the exam you want to take on theBlackBerry web site at www.blackberry.com/certification

a. Review the BlackBerry Certification Program Guide.

b. Review the corresponding exam guide.

2. Once you have decided to register for an exam, click theRegister Now link located beside the exam title on the webpage.

3. You will be redirected from the www.blackberry.com website to the web site of the company administering the exams.

This is the test service provider.

4. Select a date and time to take the exam. (You may alsoregister over the phone or in person at the testing location).

Attempting an exam1. You should arrive at the testing center at the scheduled time

with 2 pieces of ID. At least one should be a valid photo ID.

2. You will be asked to register with the test service provider, ifyou have not already done so. Once you have registered, youwill receive a candidate ID from the test service provider anda unique BlackBerry Certification Program ID. As part of theregistration process you will need to read and, if you agree,sign the Candidate Rules Agreement.

Identification is considered to be valid (not

expired) as long as it does not have an

expiration date that has passed.

For a list of acceptable ID cards, please referto the Valid photo IDs section of this guide.

Note
http://www.blackberry.com/certificationhttp://www.blackberry.com/certificationhttp://www.blackberry.com/certificationhttp://www.blackberry.com/certification


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3. You will be asked to store any personal items in a designatedsecure area outside the testing room.

4. You will take the exam

5. Once you complete the exam, you will immediately be givena score report indicating whether you passed or failed theexam.

a. If the certification stream requires only one exam andyou pass, or if you have passed the last exam requiredfor certification, you will become BlackBerry Certified.

b. If the certification stream requires that you pass morethan one exam and you pass, you will receive credit forthe exam. You will then need to register for and passthe other exam(s) in order to become BlackBerryCertified.

c. If you do not pass, you will be provided with studyinformation. You should also review the exam retakepolicy in the BlackBerry Certification Program Guide.

6. Your exam results will be imported into the BlackBerryCertification credential manager system web site at

www.blackberry.com/mycert

The photo ID must have a permanently

affixed photograph and signature and must

be valid (not expired). A photo ID must be an

original document and not a photocopy or afax.

The non-photo ID must display your

signature.

A BlackBerry Certification Program ID will be

assigned to you the first time you complete

an exam. The BlackBerry Certification

Program ID will be used by BlackBerry

Certification Program administrators.

Note


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Valid photo IDsThe following are acceptable forms of identification:

*Note: A credit card can be used as a primary form of ID only if itdisplays both a photo and a signature and is not expired. Any creditcard can be used as a secondary form of ID, as long as it displays asignature and is not expired.

Photo ID Non-photo ID

Government issued

drivers license

Passport

Military ID

Credit card

Check cashing card


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Exam Details

The Supporting BlackBerry Devices in an Enterprise Environment (v5.0)exam targets support representatives who specialize in supportingBlackBerry devices and BlackBerry Desktop Software in an enterpriseenvironment. The majority of these representatives work in contactcenters or IT service desk environments and have the knowledgerequired to assist with common issues that may arise in a BlackBerryEnterprise Server environment.

To obtain BlackBerry certification for the role of BlackBerry CertifiedSupport Specialist, you are required to successfully complete theSupporting BlackBerry Devices in an Enterprise Environment examonly.

You may also fulfill the requirements of the BlackBerry Certified

Support Specialist by completing the Supporting BlackBerry Devices ina BlackBerry Internet Service Environment exam.


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Audience

To write the Supporting BlackBerry devices in an Enterprise Environmentexam, you should possess the knowledge required to supportBlackBerry devices and BlackBerry Desktop Software in a BlackBerryEnterprise Server environment.

You should know how to access and use product guides andtroubleshooting documentation for BlackBerry devices, the BlackBerryEnterprise Server, and BlackBerry Desktop Software. You shouldinteract with BlackBerry device users in a professional environment anddemonstrate fundamental problem-solving skills necessary to assistcustomers with BlackBerry products. You should have generalcomputer skills but not necessarily in-depth technical training.

You should also possess a general understanding of the BlackBerry

Enterprise Server. With minimal assistance, you should be able tosuccessfully navigate and set BlackBerry device features and options,provide support for BlackBerry Desktop Software including installationand configuration, assist with general configuration of BlackBerryEnterprise Server, and diagnose and address a variety of issues that mayarise in a BlackBerry Enterprise Server environment.


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What can the candidate do without assistance?

Navigate, configure, and troubleshoot various settings andfeatures on BlackBerry devices (general functionality)

Setup and configure basic functions in BlackBerry Manager (e.g.,

adding/removing BlackBerry device users, use wireless ITcommands, setup a BlackBerry device user, backup, restore, etc.)

Install BlackBerry Desktop Manager and configure it for use withan email application

Demonstrate proficiency with BlackBerry Desktop Softwarefeatures sufficient to guide BlackBerry device users throughgeneral BlackBerry device functionality

What can the candidate do with assistance?

Navigate, configure, and troubleshoot various settings and

features on BlackBerry devices (advanced BlackBerry devicefunctionality)

Setup and configure advanced functions in BlackBerry Manager(e.g., IT policy, software configuration, etc.)

In which environments can the candidate complete the tasks?

Customer Support Centers

IT Help Desks

Which tools is the candidate familiar with?

BlackBerry devices BlackBerry Manager

BlackBerry Desktop Software

BAS (may not have direct access to tool depends on role/company)

What is this candidate not expected to do?

Resolve support calls related to BlackBerry Internet ServiceBlackBerry Connect, or PocketMac

Troubleshoot issues with the BlackBerry Enterprise Server

Exam Prerequisites No prerequisites


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Recommendations Six months experience supporting BlackBerry devices in an

Enterprise environment

General working knowledge of the BlackBerry Enterprise Server

and its functions Applicable training as per the exam guide

Familiarity with product documentation

Knowledge of how to access and use the BlackBerry TechnicalSolutions Center (BTSC)

Test structure

Note: A list of acronyms and a glossary will be providedduring the exam.

Exam type: Linear Fixed Forms

Availability: On-demand

Pass/fail status: Single cut point, notified immediately

upon completion

Test scoring: Computer Scored

Score report: Provided after marking the exam

Languages: Initial release in English plans for future

translation

Item types/formats: Multiple choice single and multipleanswers

Time to complete: 90 minutes

Number of items: 63 questions


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What does BlackBerrycertification mean to me?

If you have passed an exam (either a BCX-### or BCP-### version) for

one or more roles in the BlackBerry Certification Program, you havedemonstrated proficiency with one or more BlackBerry solutions. To becertified through the BlackBerry Certification Program, you must passone or more product-related, task-oriented proficiency exams.

BlackBerry certification may provide the following benefits:

Immediate and quantifiable proof of skills and knowledge withregards to implementing and supporting BlackBerry solutions

Can be used as part of a supplementary performance program

Increased productivity and efficiency

Advancement of skills and knowledge for those in informationtechnology fields


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Exam sections and weightings

Exam sectionsThe Supporting BlackBerry Devices in an Enterprise Environment exam

contains the following sections:

BlackBerry Enterprise Server Functionality

BlackBerry device options and features

BlackBerry device troubleshooting

Security and the BlackBerry Enterprise environment

Product and support documentation

Customer experience

BlackBerry Desktop Manager installation, upgrade, and setup

BlackBerry Desktop Manager applications

BlackBerry Desktop troubleshooting

BlackBerry Web Desktop Manager

Device Configuration


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Section weightings

Section

number Section name

Average %

of exam

1 BlackBerry Enterprise Server Functionality 5%

2 BlackBerry device options and features 11%

3 BlackBerry device troubleshooting 28%

4 Security and the BlackBerry Enterprise

Environment

10%

5 Product and support documentation 3%

6 Customer experience 2%

7 BlackBerry Desktop Manager installation,

upgrade, and setup

10%

8 BlackBerry Desktop Manager applications 10%

9 BlackBerry Desktop troubleshooting 13%

10 BlackBerry Web Desktop Manager 2%

11 Device Configuration 7%


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Exam objectives

Section 1 - BlackBerry Enterprise ServerFunctionality

Explain the functionality of the components/services in aBlackBerry enterprise environment

Outline user management functions on the BlackBerry EnterpriseServer

Use the BAS to view user statistics in order to identify possibleissues or errors

Section 2 - BlackBerry device options andfeatures Identify and distinguish between BlackBerry smartphone models,

software versions, and associated capabilities and limitations Apply knowledge of BlackBerry smartphone menus to retrieve

important BlackBerry smartphone information

Specify application settings and options to customize theconfiguration of a BlackBerry device

Identify service books and summarize their purpose

Describe WiFi configuration options

Section 3 - BlackBerry device troubleshooting Determine BlackBerry device connection statuses and types

Identify and troubleshoot BlackBerry device issues

Outline and troubleshoot the enterprise activation process

Troubleshoot data flow in the BlackBerry enterprise solution

Section 4 - Security and the BlackBerryEnterprise environment Describe security options and features in the BlackBerry Enterprise

environment

Explain the role of IT policies in the BlackBerry Enterpriseenvironment in relation to security

Explain how to implement and troubleshoot the BlackBerry SmartCard Reader within an existing BlackBerry environment


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Section 5 - Product and support documentation Use the BlackBerry Technical Solution Center (BTSC)

Use BlackBerry Forums to resolve BlackBerry issues

Section 6 - Customer experience Solve BlackBerry smartphone user problems and empower them

to resolve their own problems in the future

Section 7 - BlackBerry Desktop Managerinstallation, upgrade, and setup Describe BlackBerry Desktop Software installation and upgrades

Describe available setup options for the BlackBerry DesktopManager

Section 8 - BlackBerry Desktop Managerapplications Explain how to use BlackBerry Desktop Manager for application

management

Explain the functions and features of BlackBerry Desktop Managerapplications

Section 9 - BlackBerry Desktop troubleshooting Analyze and resolve error messages and issues

Troubleshoot synchronization issues

Section 10 - BlackBerry Web Desktop Manager

Identify the differences and features shared between BlackBerryWeb Desktop Manager and BlackBerry Desktop Manager

Section 11 - Device Configuration Configure BlackBerry devices


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How can I get training?

Before taking an exam, it is recommended that you have experience withthe BlackBerry solution covered in the exam and that you read thecorresponding exam guide.

As new exams become available, corresponding exam guides will beavailable at www.blackberry.com/certification.

Available Training Instructor led training

Self study guides

Tutorials and resources from www.blackberry.com

How do I get training?

Contact the BlackBerry Training team [email protected]

Review the information available atwww.blackberry.com/training

Additional Reference MaterialsThe following documents are available in the BlackBerry TechnicalSolution Center located at www.blackberry.com/btsc

BlackBerry smartphones and BlackBerry Desktop Software

BlackBerry smartphone user guides

BlackBerry smartphone getting started guides

Instant messaging user guides for BlackBerry smartphones

Technical advisories

BlackBerry smartphone webinars

BlackBerry forums

BlackBerry smartphone and BlackBerry Internet Service help files

BlackBerry Enterprise Server

Feature and technical overviews

Getting started guides

Installation guides

Upgrade guides

Administration guides


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Security technical overviews

S/MIME Support Package for BlackBerry devices technicaloverview

PGP Support Package for BlackBerry devices technical overview

BlackBerry Resource Center


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Practice items

The following items provide an example of what to expect on an exam.

Practice item 1BlackBerry Desktop Software is found in which of the followinglocations by default? (Choose two.)

a. c:\Program Files\BlackBerry

b. c:\BlackBerry Desktop Software\

c. c:\Program Files\Research In Motion\BlackBerry

d. c:\Program Files\Research In Motion\BIS

e. c:\Program Files\Common Files\Research In Motion

Correct answer: C and E

Practice item 2Which two of the following services can the firewall on the BlackBerrydevice block? (Choose two.)

a. Outgoing SMS messages

b. Incoming PIN messages

c. Outgoing PIN messages

d. Incoming BlackBerry Internet Service email messages

e. Outgoing BlackBerry Internet Service email messages

Correct answer: B and D

Practice item 3A BlackBerry Internet Service subscriber has set an email message filterthat applies a Level 1 notification to email messages that arrive withEmergency in the subject line. What will be the result of this emailmessage filter? (Choose one.)

a. The BlackBerry device will filter email messages toemail subfolders when an email message withEmergency in the subject line arrives on theBlackBerry device.

b. The BlackBerry device will turn on automatically andplay an alarm when an email message withEmergency in the subject line is sent to theBlackBerry device.


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c. The BlackBerry device will play a special sound whenan email message with Emergency in the subject linearrives on the BlackBerry device.

d. The BlackBerry device will automatically forward anemail message with Emergency in the subject line

using SMS messaging to a different mobile device.e. The BlackBerry device will automatically reply with a

template to an email message with Emergency in thesubject line.

Correct answer: C

Practice item 4A BlackBerry device user is unable to open a supported attachment onthe BlackBerry device. What are two possible causes of this issue?(Choose two.)

a. The original email message that contained theattachment is no longer saved on the messaging andcollaboration server.

b. The firewall on the BlackBerry device is set to blockattachments.

c. The BlackBerry device does not have the appropriateservice book to open an older attachment, due to theoriginal service book was deleted or overwritten.

d. The original email message was forwarded to aBlackBerry email address, so the attachment was

removed.

e. The BlackBerry Internet Service has deleted theattachment due to inappropriate content.

Correct answer: A and C

Practice item 5Which of the following functions does Intellisync perform? (Choosetwo.)

a. Synchronizes the BlackBerry device user's organizer

datab. Performs a backup of the BlackBerry device

c. Updates the date and time on the BlackBerry device

d. Reconciles email messages with integrated emailaccounts


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e. Synchronizes filters with the BlackBerry InternetService

Correct answer: A and C


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Acronym list



Acronym list

B

BASBlackBerry AdministrationService

I

IDidentification

P

PINpersonal identificationnumber

S

SMS

Short Message Service


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Acronym list

bcp-221 exam guide

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