Questions

Match each step in the problem solving framework with its corresponding description. Drag each answer to a box, then submit.

 

Compare the observed behavior against the expected behavior. – Describe behavior

Ask for screen captures, bug reports, and all other relevant information. – Gather data

Eliminate conflated issues or general confusion that misdiagnose root causes. – Trust but verify

Review common troubleshooting steps which may not apply to the issue or were skipped. – Review watchpoints

Consider the most common causes identified to narrow the scope of the issue. – Process of elimination

Identify systemic problems versus localized issues. – Reproduce issue

 

When escalating a bug report to an EMM, best practice is to upload it to Google Drive or another cloud storage provider and share it from there. Select an answer, then submit.

 

• (A) True

 

• (B) False

 

When escalating an issue, who would usually be the first partner you should escalate to? Select an answer, then submit.

 

• (A) Carrier/reseller
• (B) OEM
• (C) EMM
• (D) Google

 

When a customer reports an issue, what do you follow to help you gather information? Select an answer, then submit.

 

(A) Watchpoints

(B) Problem solving framework

 

Apply your understanding of the tools we’ve just covered by matching the following situations to the tool that would best help you troubleshoot the issue. Drag and drop the tool to the scenario, then click submit.

 

Customer reports that whitelisted apps aren’t showing up in managed Google Play. Which tool would you use to ensure that managed Google Play can assign and make apps available to users? – Android Management Experience

Customer reports that a policy to disable the camera is only working on some devices. Which tool would you use to test policy problems? – TestDPC

Customer reports that configured apps are crashing and policies aren’t being applied, how would you test that the EMM console is configured correctly? – Android Management API colab

 

Match the question to its corresponding watchpoint. Drag each question to a box, then submit.

 

Select OS version/device – Are the critical apps, policies and configurations supported by the OS?

Set device policies – Are there multiple, conflicting policies set?

Upload apps – Did you target your private apps to your managed Google Play Accounts enterprise?

Provision device – Does the device have network connectivity in order to update and enroll successfully?