BlackBerry Certification Program Exam Guide

Exam# BCX-210 Supporting BlackBerry Devices in a BlackBerry Internet Service Environment

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 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, Research In Motion, Always On, Always Connected, the envelope in motion symbol and BlackBerry are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. IBM, Lotus, Domino and Sametime are trademarks of International Business Machines Corporation in the United States, other countries, or both. Novell and GroupWise are trademarks of Novell, Inc. in the United States and other countries. Java is a trademark of Sun Microsystems, Inc. in the United States or other countries. Microsoft, Outlook, Hotmail, and Windows are trademarks of Microsoft Corporation. Intellisync is a trademark of Intellisync Corporation. The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc. and any use of such marks by Research In Motion is under license. All other brands, product names, company names, trademarks and service marks are the properties of their respective owners. The BlackBerry device and/or associated software are protected by copyright, international treaties and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents are registered or pending in various countries around the world. Visit www.rim.com/patents.shtml for a listing of RIM (as hereinafter defined) patents. This document is provided as is and Research In Motion Limited and its affiliated companies (RIM) assume no responsibility for any typographical, technical or other inaccuracies in this document. In order to protect RIM proprietary and confidential information and/or trade secrets, this document may describe some aspects of RIM technology in generalized terms. RIM reserves the right to periodically change information that is contained in this document; however, RIM makes no commitment to provide any such changes, updates, enhancements or other additions to this document to you in a timely manner or at all. RIM MAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS OR COVENANTS, EITHER EXPRESS OR IMPLIED (INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS OF FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, MERCHANTABILITY, DURABILITY, TITLE, OR RELATED TO THE PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE REFERENCED HEREIN OR PERFORMANCE OF ANY SERVICES REFERENCED HEREIN). IN CONNECTION WITH YOUR USE OF THIS DOCUMENTATION, NEITHER RIM NOR ITS RESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES OR CONSULTANTS SHALL BE LIABLE TO YOU FOR ANY DAMAGES
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WHATSOEVER BE THEY DIRECT, ECONOMIC, COMMERCIAL, SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY OR INDIRECT DAMAGES, EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, INCLUDING WITHOUT LIMITATION, LOSS OF BUSINESS REVENUE OR EARNINGS, LOST DATA, DAMAGES CAUSED BY DELAYS, LOST PROFITS, OR A FAILURE TO REALIZE EXPECTED SAVINGS. This document might contain references to third party sources of information, hardware or software, products or services and/or third party web sites (collectively the Third-Party Information). RIM does not control, and is not responsible for, any Third-Party Information, including, without limitation the content, accuracy, copyright compliance, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of Third-Party Information. The inclusion of Third-Party Information in this document does not imply endorsement by RIM of the Third Party Information or the third party in any way. Installation and use of Third Party Information with RIM's products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. Any dealings with Third Party Information, including, without limitation, compliance with applicable licenses and terms and conditions, are solely between you and the third party. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses relating to Third Party Information. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use Third Party Information until all such applicable licenses have been acquired by you or on your behalf. Your use of Third Party Information shall be governed by and subject to you agreeing to the terms of the Third Party Information licenses. Any Third Party Information that is provided with RIM's products and services is provided as is. RIM makes no representation, warranty or guarantee whatsoever in relation to the Third Party Information and RIM assumes no liability whatsoever in relation to the Third Party Information even if RIM has been advised of the possibility of such damages or can anticipate such damages.

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Certain features outlined in this document require a minimum version of BlackBerry Enterprise Server software, BlackBerry Desktop Software, BlackBerry Device Software and/or additional RIM and/or BlackBerry software and may require additional development for access to corporate applications.

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About the guide

This is an early release of the exam guide. For updated information and the most recent version, refer to www.blackberry.com/go/certification.

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Contents
About the guide ......................................................................................... 4 Exam Guide ................................................................................................ 7 BlackBerry Certification Program general information....................... 8 Take the exam............................................................................................9 Exam details ...............................................................................................11
Audience ............................................................................................................. 12 Exam prerequisites............................................................................................ 13 Recommendations............................................................................................. 13 Test structure ..................................................................................................... 14

What does BlackBerry certification mean to me?................................15 Exam sections and weightings .............................................................. 16
Exam sections .................................................................................................... 16 Section weightings.............................................................................................17

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Exam objectives ........................................................................................18 How can I get training? ...........................................................................21 Practice items .......................................................................................... 22 Training Preparation Matrix .................................................................. 27 Related instructor-led training .............................................................28 Related web-based training .................................................................. 33
BlackBerry smartphones and BlackBerry Device Software ........................33 BlackBerry Internet Service .............................................................................33 BlackBerry Internet Service ............................................................................ 34 BlackBerry devices and BlackBerry Desktop Software............................... 34

Additional reference materials..............................................................34 Acronym list .............................................................................................35

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Exam Guide
Exam # BCX-210 Supporting BlackBerry Devices in a BlackBerry Internet Service Environment

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BlackBerry Certification Program general information

The BlackBerry Certification Program is designed to enhance your professional credibility by providing quantifiable proof of your skills and knowledge related to BlackBerry solutions. BlackBerry certification will help to set you apart in the competitive world of mobile devices and applications. The BlackBerry Certification Program exams are role based. They focus on the practical application of the knowledge and skills required by specific roles in all stages of a BlackBerry solution deployment. Initially, BlackBerry certification will be available for the following roles: BlackBerry Certified Support Specialist BlackBerry Certified Server Support Specialist BlackBerry Certified System Administrator BlackBerry Certified Solution Designer

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Take the exam

Register for the exam
Follow the steps below to register for a BlackBerry Certification Program exam. 1. Review details for the BlackBerry Certification Program exam you want to take on the BlackBerry website at www.blackberry.com/certification a. b. 2. Review the BlackBerry Certification Program Guide. Review the corresponding exam guide.

Once you have decided to register for a BlackBerry Certification Program exam, click the Register Now link located beside the exam title on the web page.

3.

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4.

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

Attempting a BlackBerry Certification Program exam

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. Identification is considered to be valid (non-expired) as long as it does not have an expiration date that has passed. For a list of acceptable photo ID cards, please refer to Valid photo IDs.

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

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You will be redirected from the www.blackberry.com web site to the website of the company administering the BlackBerry Certification Program exams. This is the test service provider.

Note

The primary ID must have a permanently affixed photograph and a signature and must be valid (not expired). An ID must be an original document and not a photocopy or a fax. The secondary ID must display your signature. A BlackBerry Certification Program ID will be assigned to you the first time that you complete a BlackBerry Certification Program exam. The BlackBerry Certification Program ID will be used by BlackBerry Certification Program administrators.

Note
3. 4. 5. You will be asked to store any personal items in a designated, secure area outside the testing room. You will take the BlackBerry Certification Program exam. Once you complete the BlackBerry Certification Program exam, you will immediately be given a score report indicating whether you passed or failed the exam. If you pass, you will become BlackBerry Certified. If you do not pass, you will be provided with study information. You should also review the exam retake policy in the BlackBerry Certification Program Guide.

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a. b.

Valid photo IDs

The following are acceptable forms of identification:

Primary ID
Government-issued drivers license Employee ID or work badge Passport Military ID

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

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Credit card Check cashing card

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Exam details
This exam targets support representatives who specialize in supporting BlackBerry devices and BlackBerry Desktop Software in a BlackBerry Internet Service environment. The majority of these representatives work in contact centers or IT service desk environments and have the required knowledge to assist with common issues that may arise in a BlackBerry Internet Service environment. To obtain certification for the role of BlackBerry Certified Support Specialist, candidates are required to successfully complete the Supporting BlackBerry Devices in a BlackBerry Internet Service Environment exam only. Candidates may also fulfill the requirements of the BlackBerry Certified Support Specialist certification by completing the Supporting BlackBerry Devices in an Enterprise Environment exam.

This is a beta version of the exam.

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Research In Motion (RIM) offers beta versions of exams as new and updated questions are developed. Beta exams provide you an opportunity to attempt a new BlackBerry Certification Program exam before it is released to the general public. A beta exam will consist of approximately 150-180 questions to be completed over 4 hours. BlackBerry certification beta exams will be available by invitation only and candidates will be asked to answer all of the questions that may be used in the final exam. If beta candidates pass the beta exam, they will receive the corresponding BlackBerry certification. If you would like to be considered for a beta exam, please email certification@blackberry.com.

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Audience
The candidate for the Supporting BlackBerry devices in a BlackBerry Internet Service environment exam possesses the knowledge required to support BlackBerry devices and BlackBerry Desktop Software in a BlackBerry Internet Service environment. The candidate demonstrates a high level of understanding of BlackBerry devices, the BlackBerry Internet Service, and BlackBerry Desktop Manager. The candidate knows how to access and use product guides as well as troubleshooting documentation for BlackBerry devices, the BlackBerry Internet Service, and BlackBerry Desktop Manager. The candidate interacts with customers appropriately and demonstrates fundamental problem-solving skills necessary to assist customers. The candidate has basic computer skills, but does not necessarily have indepth technical training.

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What can the candidate do without assistance? Navigate and configure various settings and features on BlackBerry devices Create BlackBerry Internet Service accounts and set up basic account settings, as well as configure email message filters and auto-signatures Modify basic settings for BlackBerry Internet Service accounts using the BlackBerry Internet Service admin website, for example, changing the PIN and IMEI/ESN for the BlackBerry device associated with the account and sending service books to the BlackBerry device

What can the candidate do with assistance? Troubleshoot and resolve issues related to the integration of email accounts with the BlackBerry Internet Service

In what environments can the candidate complete the tasks?

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Exam prerequisites
No prerequisites

Recommendations
Related training (Refer to the Training Matrix in the next chapter of this guide for detailed training information.) Some degree of experience (3-9 months) with BlackBerry devices or the BlackBerry Internet Service

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IT service desks BlackBerry device BlackBerry Internet Service
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Contact centers

What tools is the candidate familiar with?

BlackBerry Desktop Manager

What is the candidate NOT expected to do? Troubleshoot and resolve issues related to the BlackBerry Enterprise Server

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Install and configure BlackBerry Desktop Manager for use with an email application

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Test structure
Exam type: Availability: Pass/fail status: Test scoring: Score report: Languages: Item types/formats: CBT: Linear Fixed Forms - Beta version By invitation only Single cut point, notified at a later date after all results are processed Notice of completion Mailed after results are processed Initial release in English plans for future translation Multiple choice single and multiple answers Drag and drop items - place procedures in order or select items from a larger list Time to complete: Number of items:

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

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4 hours 190 scored items, 8 question survey, and agreement to the Candidate Agreement

What does BlackBerry certification mean to me?

A candidate who has passed a BlackBerry Certification Program exam (either a BCX-### or BCP-### version) for one or more roles in the BlackBerry Certification Program has demonstrated proficiency with one or more BlackBerry solutions. To be certified through the BlackBerry Certification Program, you must pass one or more product-related, taskoriented proficiency exams. BlackBerry certification may provide the following benefits: Immediate and quantifiable proof of skills and knowledge related to the implementation and support of BlackBerry solutions

Increased productivity and efficiency

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Advancement of skills and knowledge for those in information technology fields

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Can be used as part of a supplementary performance program

Exam sections and weightings

Exam sections
The Supporting BlackBerry Devices in a BlackBerry Internet Service Environment exam contains the following sections: Operating systems BlackBerry Desktop Manager installation and component functionality BlackBerry device functionality BlackBerry Internet Service functionality Customer experience Troubleshooting issues with BlackBerry Desktop Manager Troubleshooting issues in a BlackBerry Internet Service environment Reference documentation Troubleshooting issues with BlackBerry devices

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Section weightings
Section number
1 2 3 4 5 6 7 8 9

Section name
Operating systems BlackBerry Desktop Manager installation and component functionality BlackBerry device functionality BlackBerry Internet Service functionality Customer experience Troubleshooting issues with BlackBerry Desktop Manager Troubleshooting issues with BlackBerry devices

% of exam
3% 11% 13% 10% 8% 11% 20% 16% 8%

Reference documentation

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Troubleshooting issues in a BlackBerry Internet Service environment

Exam objectives
Section 1 - Operating systems
Demonstrate knowledge of operating systems Describe best practices for safeguarding BlackBerry device user data

Section 2 - BlackBerry Desktop Manager installation and component functionality

Identify BlackBerry Desktop Manager components and explain how to install BlackBerry Desktop Manager in a BlackBerry Internet Service environment Explain how to use the application loader tool to install or remove system software and third-party software

Explain how to synchronize a BlackBerry device with organizer software installed on a computer List and explain the features of the media manager tool Explain how to use the switch device wizard in BlackBerry Desktop Manager Describe how to configure a BlackBerry device for use as a tethered modem

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Section 3 - BlackBerry device functionality

Describe how to navigate on the BlackBerry device Define visual and numerical value indicators and icons, and identify where to locate them

Describe the purpose and location of BlackBerry device identification numbers (including the PIN, the IMEI, and the ESN) Describe how to install and set up BlackBerry device hardware Describe how to set up and configure BlackBerry Device Software Identify how to set up and configure BlackBerry device security features Identify functionality and usage of OTASL

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Explain how to use the backup and restore tool, including its advanced functions

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Section 4 - BlackBerry Internet Service functionality

Explain how to access the BlackBerry Internet Service web site Explain how to configure a BlackBerry Internet Service account List supported email attachment formats Explain how to send calendar meeting requests Identify protocol-dependent reconciliation features relating to the BlackBerry Internet Service

Section 5 - Customer experience

Identify issues in specific situations Illustrate ways to provide added value for BlackBerry device users

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Section 6 - Troubleshooting issues with BlackBerry Desktop Manager

Explain how to resolve issues related to the installation and operation of BlackBerry Desktop Manager and BlackBerry Device Software Explain how to resolve issues related to the application loader tool

Explain how to resolve synchronization issues

Explain how to resolve issues related to the migration of information from a device that is not a BlackBerry device Explain how to resolve issues related to the media manager tool

Section 7 - Troubleshooting issues with BlackBerry devices

Explain how to resolve issues related to the message list Explain how to resolve issues related to the phone application Explain how to resolve issues related to the memo list, task list, address book, and calendar applications

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Illustrate ways to collect relevant information from BlackBerry device users

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Explain how to resolve issues related to the browser application Explain how to resolve issues related to the media application Explain how to resolve issues related to BlackBerry Maps Identify and explain how to resolve connectivity issues related to the BlackBerry Infrastructure Identify issues related to service books Explain how to resolve issues related to Java errors Recognize and resolve issues related to low memory on BlackBerry devices

Section 8 - Troubleshooting in the BlackBerry Internet Service environment

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Recognize and explain how to resolve issues related to supported integration types (such as web-based email accounts, work email accounts, and POP email accounts) Recognize and explain how to resolve issues related to email message filters, firewalls, and restricted services Recognize and explain how to resolve instant messaging issues

Demonstrate familiarity with the features of the BlackBerry Internet Service administration web site

Section 9 - Reference documentation

Demonstrate familiarity with the BTSC Demonstrate familiarity with the help features of the BlackBerry device and the BlackBerry Internet Service Demonstrate familiarity with the help feature of BlackBerry Desktop Software

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Explain how to resolve issues related to the creation of a BlackBerry Internet Service account using the BlackBerry device and the BlackBerry Internet Service web site

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How can I get training?

Before taking a BlackBerry Certification Program exam, it is recommended that you have experience with the BlackBerry solution covered in the exam and that you read the corresponding exam guide. As new BlackBerry Certification Program exams become available, corresponding exam guides will be available at www.blackberry.com/ go/certification. The following types of BlackBerry Training resources, which may not be available for every BlackBerry certification exam, may help you prepare for BlackBerry Certification Program exams: BlackBerry instructor-led training BlackBerry web-based training Tutorials and resources from www.blackberry.com Contact BlackBerry Training at blackberrytraining@rim.com BlackBerry self study materials

How do I get training?

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Review information available at www.blackberry.com/go/ training

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Practice items
The following items provide you with an idea of what to expect when you take a BlackBerry Certification Program exam.

Practice item 1
BlackBerry Desktop Software is found in which of the following locations by default? (Choose two.) a. b. c. d. e. c:\Program Files\BlackBerry c:\BlackBerry Desktop Software\ c:\Program Files\Research In Motion\BlackBerry c:\Program Files\Research In Motion\BIS c:\Program Files\Common Files\Research In Motion

Practice item 2

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a. c. b. d. Correct answer: B and D

What services can the firewall on the BlackBerry device block? (Choose two.) Outgoing SMS messages Incoming PIN messages Outgoing PIN messages Outgoing BlackBerry Internet Service email messages

Practice item 3
A BlackBerry Internet Service subscriber has set an email message filter that applies a Level 1 notification to email messages that arrive with Emergency in the subject line. What will be the result of this email message filter? (Choose one.) The BlackBerry device will filter email messages to email subfolders when an email message with Emergency in the subject line arrives on the BlackBerry device. The BlackBerry device will turn on automatically and play an alarm when an email message with

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Correct answer: C and E

Incoming BlackBerry Internet Service email messages

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Emergency in the subject line is sent to the BlackBerry device. c. The BlackBerry device will play a special sound when an email message with Emergency in the subject line arrives on the BlackBerry device. The BlackBerry device will automatically forward an email message with Emergency in the subject line using SMS messaging to a different mobile device. The BlackBerry device will automatically reply with a template to an email message with Emergency in the subject line.

d.

e.

Correct answer: C

Practice item 4

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b. c. Correct answer: A and C

Practice item 5
A BlackBerry device user is unable to receive email messages from an integrated POP3 email account on the BlackBerry device. What are three possible causes of this issue? (Choose three.) The ISP has concurrent connections enabled.

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A BlackBerry device user is unable to open a supported attachment on the BlackBerry device. What are two possible causes of this issue? (Choose two.) The original email message that contained the attachment is no longer saved on the messaging and collaboration server. The firewall on the BlackBerry device is set to block attachments. The BlackBerry device does not have the appropriate service book to open an older attachment, due to the original service book having been deleted or overwritten. The original email message was forwarded to a BlackBerry email address, so the attachment was removed. The BlackBerry Internet Service has deleted the attachment because it contains inappropriate content.

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b. c.

There are too many email messages in the POP3 mailbox. The email messages for the integrated email account are being stored only in the root folder of the Inbox on the messaging and collaboration server. An email message filter in the BlackBerry Internet Service account is blocking email message delivery to the BlackBerry device. The firewall setting on the BlackBerry device is set to block incoming email messages from the BlackBerry Internet Service.

d.

e.

Correct answer: B, D, and E

Practice item 6

a.

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b. c. d. Correct answer: B, C, and E

Practice item 7
A BlackBerry device user has purchased a new BlackBerry device to replace an existing one. When the PIN of the new BlackBerry device is assigned to the existing BlackBerry Internet Service account, what data will be sent to the new BlackBerry device? (Choose two.) Bookmarks for the BlackBerry Internet Service Browsing service All email messages from the BlackBerry devices users existing BlackBerry device

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A BlackBerry Internet Service subscriber is unable to create a BlackBerry Internet Service account. What are three possible causes for this issue? (Choose three.) The BlackBerry device does not yet have an account associated with it. A BlackBerry Internet Service account is already associated with the BlackBerry device. The BlackBerry device is not provisioned with the services to create a BlackBerry Internet Service account. The BlackBerry device does not yet have any email accounts associated with it. The BlackBerry device has not been registered on the wireless network.

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c.

All calendar entries from the BlackBerry devices users existing BlackBerry device for each integrated email account Email service books for each integrated email account Calendar service books for each integrated email account

d. e.

Correct answer: D and E

Practice item 8
Which of the following functions does Intellisync perform? (Choose two.) a. b. c. d. e. Synchronizes the BlackBerry device user's organizer data Performs a backup of the BlackBerry device Updates the date and time on the BlackBerry device Reconciles email messages with integrated email accounts Synchronizes filters with the BlackBerry Internet Service

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Correct answer: A and C

Practice item 9

A BlackBerry device user has a work email address on a Microsoft Exchange Server, but she is unable to integrate it with her BlackBerry device using Microsoft Outlook Web Access. The BlackBerry device user is sure that the email address and password are correct. What other things can the BlackBerry device user verify? (Choose three.) The BlackBerry device user can verify that her system administrator has made her Microsoft Outlook Web Access account mobile ready and therefore compatible with the BlackBerry Internet Service. The BlackBerry device user can verify that the mailbox name is correct. The BlackBerry device user can verify that she is able to successfully log in to her Microsoft Outlook Web Access account from a browser outside of the companys network.

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d.

The BlackBerry device user can verify that the MAPI profile is working successfully with Microsoft Outlook on the computer. The BlackBerry device user can verify that she is attempting the integration on the appropriate port by specifying either http:// or https:// for the Microsoft Outlook Web Access URL, since system administrators will make one or the other not available.

e.

Correct answer: B, C, and E

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Training Preparation Matrix

Exam# BCX-210 Supporting BlackBerry Devices in a BlackBerry Internet Service Environment

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Related instructor-led training

= This topic is covered in the course. = This topic is partially covered in the course. = This topic is not covered in the course. 716-00229 Administering and Supporting the BlackBerry Internet Service 2.4 IPBDDS42 Using BlackBerry Device and BlackBerry Desktop Software 4.2 ITBDDS42v01 Supporting BlackBerry Devices and BlackBerry Desktop Software

Exam Sections and Topics

Section 1 - Operating systems
1.1 1.2 Demonstrate knowledge of operating systems

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IPBDDS42

ITBDDS42v01

Describe best practices for safeguarding BlackBerry device user data

Section 2 - BlackBerry Desktop Manager installation component functionality

2.1 Identify BlackBerry Desktop Manager components and explain how to install the BlackBerry Desktop Manager in a BlackBerry Internet Service environment

2.3 2.4

Explain how to use the backup and restore tool, including its advanced functions Explain how to synchronize a BlackBerry device with organizer software installed on your computer List and explain the features of the media manager tool Explain how to use the switch device wizard

2.5 2.6

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2.2

Explain how to use the application loader tool

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Exam Sections and Topics

2.7 Describe how to configure a BlackBerry device for use as a tethered modem

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IPBDDS42

ITBDDS42v01

Section 3 - BlackBerry Device functionality

3.1 3.2 Describe how to navigate on the BlackBerry device Define visual and numerical value indicators and icons, and identify where to locate them

3.4 3.5 3.6 3.7

Describe how to install and set up BlackBerry device hardware

Identify how to set up and configure BlackBerry device security features Identify functionality and usage of OTASL

4.1 4.2 4.3 4.4

Explain how to access the BlackBerry Internet Service web site

Explain how to configure a BlackBerry Internet Service account List supported attachment formats

Explain how to send calendar meeting requests

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Section 4 - BlackBerry Internet Service environment functionality

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Describe how to set up and configure BlackBerry Device Software

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3.3

Describe the purpose and location of BlackBerry device identification numbers, including the PIN, IMEI, and ESN

Exam Sections and Topics

4.5 Identify protocol-dependent reconciliation features relating to BlackBerry Internet Service

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Section 5 - Customer experience

5.1 5.2 5.3 Identify issues given specific situation Illustrate ways to provide added value for BlackBerry device users Illustrate ways to collect relevant information from the BlackBerry device user

Section 6 -Troubleshooting issues with the BlackBerry Desktop Manager

6.1 Explain how to resolve issues related to the installation and operation of BlackBerry Desktop Manager and BlackBerry Device Software Explain how to resolve issues related to the application loader tool Explain how to resolve synchronization issues

6.2 6.3 6.4

6.5

Explain how to resolve issues related to the media manager tool

Section 7 - Troubleshooting issues with BlackBerry devices

7.1 7.2 Explain how to resolve issues related to the message list

Explain how to resolve issues related to the phone application

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Explain how to resolve issues related to the migration of information from a device that is not a BlackBerry device

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Exam Sections and Topics

7.3 Explain how to resolve issues related to memo list, tasks list, address book, and calendar Explain how to resolve issues related to the browser application Explain how to resolve issues related to the media application Explain how to resolve issues related to BlackBerry Maps

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7.4 7.5 7.6 7.7

7.8 7.9 7.10

Identify issues related to service records and service books Explain how to resolve issues related to Java errors

Recognize and resolve issues related to low memory on BlackBerry devices

Section 8 - Troubleshooting issues in the BlackBerry Internet Service environment

8.2 8.3

Explain how to resolve issues related to supported integration types

Recognize and explain how to resolve issues related to email message filters, firewalls, and restricted services Recognize and explain how to resolve issues related to instant messaging Demonstrate familiarity with the features of the BlackBerry Internet Service administration web site

8.4 8.5

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Explain how to resolve issues related to the creation of a BlackBerry Internet Service account using the BlackBerry device and the BlackBerry Internet Service web site

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Identify and explain how to resolve connectivity issues related to the BlackBerry Infrastructure

Exam Sections and Topics

Section 9 - Reference documentation
9.1 9.2 Demonstrate familiarity with the BTSC Demonstrate familiarity with the help features of the BlackBerry device and BlackBerry Internet Service Demonstrate familiarity with the help feature of BlackBerry Desktop Software

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9.3

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Related web-based training

The following web-based training is also available. For more information, go to www.blackberry.com/go/training.

BlackBerry smartphones and BlackBerry Device Software

Course title
BlackBerry smartphone product overviews Whats new with BlackBerry smartphone XXXX Using BlackBerry Device Software Using BlackBerry Desktop Software

Course code
Various

BlackBerry Internet Service

Course title
Introduction to BlackBerry Internet Service

Version 0.5 2/27/2008

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2008 Research In Motion Limited certification@blackberry.com

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Course code
WPIS2X
33

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718-00259 718-00275 DRAFT

Various

Additional reference materials

The following documents are available in the BTSC located at www.blackberry.com/btsc.

BlackBerry Internet Service

BlackBerry Internet Service user guide

BlackBerry devices and BlackBerry Desktop Software

BlackBerry device user guides BlackBerry device getting started guides Technical advisories BlackBerry forums Instant messaging for BlackBerry devices user guides BlackBerry device webinars

BlackBerry device and BlackBerry Internet Service help files BlackBerry Resource Center

34

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2008 Research In Motion Limited certification@blackberry.com Version 0.5 2/27/2008

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DRAFT

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Acronym list
B
BTSC BlackBerry Technical Solution Center

P
PIN personal identification number POP Post Office Protocol

E
ESN electronic serial number

S
SMS Short Message Service

IMEI International Mobile Equipment Identity ISP Internet Service Provider

Version 0.5 02/27/08

D
M O

MAPI Messaging Application Programming Interface

OTASL over the air software loading

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2008 Research In Motion Limited certification@blackberry.com 35

ID identification

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DRAFT

36

D
2008 Research In Motion Limited certification@blackberry.com Version 0.5 02/27/08

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DRAFT

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