BCX 211 ExamGuide

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DraftBlackBerry Certification Program Exam Guide

Exam# BCX-211

Supporting BlackBerry Devices in an Enterprise Environment


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2 2008 Research In Motion Limited [email protected]

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2008 Research In Motion Limited. All Rights Reserved. TheBlackBerry and RIM families of related marks, images and symbols arethe exclusive properties of Research In Motion Limited. RIM, ResearchIn Motion, Always On, Always Connected, the envelope in motionsymbol 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 InternationalBusiness Machines Corporation in the United States, other countries, orboth. Novell and GroupWise are trademarks of Novell, Inc. in theUnited States and other countries. Wi-Fi is a trademark of the Wi-FiAlliance. PGP is a trademark of the PGP Corporation. Java is atrademark of Sun Microsystems, Inc. in the United States or othercountries. Microsoft, Outlook, Hotmail, and Windows are trademarks ofMicrosoft Corporation. Intellisync is a trademark of IntellisyncCorporation. The Bluetooth word mark and logos are owned by the SIG,Inc. and any use of such marks by Research In Motion is under license.

All other brands, product names, company names, trademarks andservice marks are the properties of their respective owners.

The BlackBerry device and/or associated software are protected bycopyright, international treaties and various patents, including one ormore 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 areregistered or pending in various countries around the world. Visitwww.rim.com/patents.shtml for a listing of RIM (as hereinafterdefined) patents.

This document is provided as is and Research In Motion Limited and

its affiliated companies (RIM) assume no responsibility for anytypographical, technical or other inaccuracies in this document. In orderto protect RIM proprietary and confidential information and/or tradesecrets, this document may describe some aspects of RIM technology ingeneralized terms. RIM reserves the right to periodically changeinformation that is contained in this document; however, RIM makes nocommitment to provide any such changes, updates, enhancements orother additions to this document to you in a timely manner or at all. RIMMAKES NO REPRESENTATIONS, WARRANTIES, CONDITIONS ORCOVENANTS, EITHER EXPRESS OR IMPLIED (INCLUDINGWITHOUT 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-PERFORMANCEOF ANY SOFTWARE REFERENCED HEREIN OR PERFORMANCE OFANY SERVICES REFERENCED HEREIN). IN CONNECTION WITHYOUR USE OF THIS DOCUMENTATION, NEITHER RIM NOR ITSRESPECTIVE DIRECTORS, OFFICERS, EMPLOYEES OR
http://www.rim.com/patents.shtmlhttp://www.rim.com/patents.shtml


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[email protected] 2008 Research In Motion Limited 3

Version 0.5 2/27/2008

CONSULTANTS SHALL BE LIABLE TO YOU FOR ANY DAMAGESWHATSOEVER BE THEY DIRECT, ECONOMIC, COMMERCIAL,SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY ORINDIRECT DAMAGES, EVEN IF RIM HAS BEEN ADVISED OF THEPOSSIBILITY OF SUCH DAMAGES, INCLUDING WITHOUT

LIMITATION, LOSS OF BUSINESS REVENUE OR EARNINGS, LOSTDATA, DAMAGES CAUSED BY DELAYS, LOST PROFITS, OR AFAILURE TO REALIZE EXPECTED SAVINGS.

This document might contain references to third party sources ofinformation, hardware or software, products or services and/or thirdparty web sites (collectively the Third-Party Information). RIM doesnot control, and is not responsible for, any Third-Party Information,including, without limitation the content, accuracy, copyrightcompliance, compatibility, performance, trustworthiness, legality,decency, links, or any other aspect of Third-Party Information. Theinclusion of Third-Party Information in this document does not imply

endorsement by RIM of the Third Party Information or the third party inany way. Installation and use of Third Party Information with RIM'sproducts and services may require one or more patent, trademark orcopyright licenses in order to avoid infringement of the intellectualproperty rights of others. Any dealings with Third Party Information,including, without limitation, compliance with applicable licenses andterms and conditions, are solely between you and the third party. Youare solely responsible for determining whether such third party licensesare required and are responsible for acquiring any such licenses relatingto Third Party Information. To the extent that such intellectual propertylicenses may be required, RIM expressly recommends that you do notinstall or use Third Party Information until all such applicable licenses

have been acquired by you or on your behalf. Your use of Third PartyInformation shall be governed by and subject to you agreeing to theterms of the Third Party Information licenses. Any Third PartyInformation that is provided with RIM's products and services isprovided as is. RIM makes no representation, warranty or guaranteewhatsoever in relation to the Third Party Information and RIM assumesno liability whatsoever in relation to the Third Party Information even ifRIM has been advised of the possibility of such damages or cananticipate such damages.

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 BlackBerrysoftware and may require additional development for access tocorporate applications.


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About the guide

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


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Contents

About the guide......................................................................................... 5

Contents ..................................................................................................... 7

Exam Guide ...............................................................................................9

BlackBerry Certification Program general information......................10

Take the exam............................................................................................11

Exam details .............................................................................................. 13Audience ............................................................................................................. 14

Exam prerequisites............................................................................................ 15

Recommendations............................................................................................. 16

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

What does BlackBerry certification mean to me?................................18

Exam sections and weightings.............................................................. 19Exam sections .................................................................................................... 19Section weightings........................................................................................... 20

Exam objectives ........................................................................................21

How can I get training?..........................................................................24

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

Training Preparation Matrix .................................................................29

Related instructor-led training .............................................................30

Related web-based training .................................................................. 34BlackBerry smartphones and BlackBerry Device Software ....................... 34

BlackBerry Enterprise Server .......................................................................... 34Additional reference materials.............................................................. 35

BlackBerry smartphones and BlackBerry Desktop Software......................35

BlackBerry Enterprise Server...........................................................................35

Acronym list ............................................................................................. 37
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Exam Guide

Exam # BCX-211Supporting BlackBerry Devices in an Enterprise Environment


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BlackBerry Certification Program generalinformation

The BlackBerry Certification Program is designed to enhance yourprofessional credibility by providing quantifiable proof of your skillsand knowledge related to BlackBerry solutions. BlackBerry certificationwill help to set you apart in the competitive world of mobile devices andapplications.

The BlackBerry Certification Program exams are role based. They focuson the practical application of the knowledge and skills required byspecific 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 examFollow the steps below to register for a BlackBerry Certification Program

exam.

1. Review details for the BlackBerry Certification Programexam you want to take on the BlackBerry website atwww.blackberry.com/certification

a. Review the BlackBerry Certification Program Guide.

b. Review the corresponding exam guide.

2. Once you have decided to register for a BlackBerryCertification Program exam, click the Register Now linklocated beside the exam title on the web page.

3. You will be redirected from the www.blackberry.com website to the website of the company administering theBlackBerry Certification Program exams. This is the testservice providers.

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

Attempting a BlackBerry Certification Program 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 and

a 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 (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.

Note
http://www.blackberry.com/certificationhttp://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 designated,secure area outside the testing room.

4. You will take the BlackBerry Certification Program exam.

5. Once you complete the BlackBerry Certification Programexam, you will immediately be given a score reportindicating whether you passed or failed the exam.

a. If you pass, you will become BlackBerryCertified.

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

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.

The primary ID must have a permanently affixed

photograph and a signature and must be valid (not

expired). The 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

Primary ID Secondary ID

Government-issued

drivers license

Employee ID or work badge

Passport

Military ID

Credit card

Check cashing card


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Exam details

This BlackBerry certification exam targets support representatives whospecialize in supporting BlackBerry devices and BlackBerry Desktop

Software in an enterprise environment. The majority of theserepresentatives work in contact centers or IT service desk environmentsand have the required knowledge to assist with common issues thatmay arise in a BlackBerry Enterprise Server environment.

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

Candidates may also fulfill the requirements of the BlackBerry CertifiedSupport Specialist by completing the Supporting BlackBerry Devices in

a BlackBerry Internet Service Environment exam.

This is a beta version of the exam.

Research In Motion (RIM) offers beta versions of exams as new andupdated questions are developed. Beta exams provide you anopportunity to attempt a new BlackBerry certification exam before it isreleased to the general public.

A beta exam will consist of approximately 150-180 questions to becompleted over 4 hours.

BlackBerry certification beta exams will be available by invitation onlyand candidates will be asked to answer all of the questions that may beused in the final exam. If beta candidates pass the beta exam, they willreceive the corresponding BlackBerry certification.

If you would like to be considered for a beta exam, please [email protected].


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AudienceThe candidate for the Supporting BlackBerry devices in an EnterpriseEnvironment exam possesses the knowledge to support BlackBerrydevices and BlackBerry Desktop Software in a BlackBerry Enterprise

Server environment.

The candidate knows how to access and use product guides andtroubleshooting documentation for BlackBerry devices, the BlackBerryEnterprise Server, and BlackBerry Desktop Software. The candidateinteracts with BlackBerry device users in a professional environmentand demonstrates fundamental problem-solving skills necessary assistcustomers with BlackBerry products. The candidate has generalcomputer skills but does not necessarily have in-depth technicaltraining.

The candidate also possesses a general understanding of the BlackBerry

Enterprise Server. With minimal assistance, the candidate cansuccessfully 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 and configure various settings and features onBlackBerry devices (general functionality) and troubleshootissues related to BlackBerry devices

Setup and configure basic functions in BlackBerry Managersuch as adding and removing BlackBerry device users, usingwireless IT commands, setting up a BlackBerry device user,backup, restore, etc.

Install and configure BlackBerry Desktop Manager for usewith an email applications

Demonstrate proficiency with BlackBerry Desktop Softwarefeatures and guide BlackBerry device users through generalBlackBerry device functionality

What can the candidate do with assistance?

Navigate and configure various settings and features onBlackBerry devices (advanced BlackBerry devicefunctionality) and troubleshoot issues related to BlackBerrydevices

Setup and configure advanced functions in BlackBerryManager such as IT policies and software configuration

In what environments can the candidate complete the tasks?

Customer support centers

IT help desks

What tools is the candidate familiar with?

BlackBerry device

BlackBerry Manager

BlackBerry Desktop Software

What is this candidate NOTexpected to do?

Resolve support calls related to the BlackBerry InternetService, BlackBerry Connect software, or PocketMac for

BlackBerry devices Troubleshoot issues with the BlackBerry Enterprise Server

Exam prerequisites No prerequisites


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Recommendations Six months experience supporting BlackBerry devices in a

BlackBerry Enterprise Server environment

General working knowledge of BlackBerry Enterprise Server

and its functions

Applicable training indicated in the exam guide

Familiarity with product documentation

Ability to access and use the BTSC

Test structure

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

Exam type: CBT: Linear Fixed Forms - Beta version

Availability: By invitation only

Pass/fail status: Single cut point, notified at a later date after allresults are processed

Test scoring: Notice of completion

Score report: Mailed after results are processed

Languages: Initial release in English plans for future

translation

Item types/formats: Multiple choice single and multiple answers

Drag and drop items - place procedures in order

or select items from a larger list

Time to complete: 4 hours

Number of items: 190 scored items, 8 question survey, and

agreement to the Candidate Agreement


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What does BlackBerry certification mean tome?

A candidate who has passed a BlackBerry certification exam (either aBCX-### or BCP-### version) for one or more roles in the BlackBerryCertification Program has demonstrated proficiency with one or moreBlackBerry solutions. To be certified through the BlackBerryCertification Program, you must pass one or more product-related, task-oriented proficiency exams.

BlackBerry certification may provide the following benefits:

Immediate and quantifiable proof of skills and knowledgerelated to the implementation and support of BlackBerrysolutions

Can be used as part of a supplementary performanceprogram

Increased productivity and efficiency

Advancement of skills and knowledge for those ininformation technology fields


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Exam sections and weightings

Exam sections

The Supporting BlackBerry Devices in an Enterprise Environmentexam contains the following sections:

BlackBerry Enterprise Server functionality

BlackBerry device options and features

Troubleshooting issues with BlackBerry devices

Security features in the BlackBerry Enterprise Solution

Product and support documentation

Customer experience

BlackBerry Desktop Manager installation, upgrade, andsetup

BlackBerry Desktop Manager application management

Troubleshooting issues with BlackBerry Desktop Manager


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Section weightings

Section

numberSection name % of exam

1 BlackBerry Enterprise Server functionality 12%

2 BlackBerry device options and features 10%

3 Troubleshooting issues with BlackBerry devices 17%

4 Security features in the BlackBerry Enterprise Solution 12%

5 Product and support documentation 3%

6 Customer experience 2%

7 BlackBerry Desktop Manager installation, upgrade, and

setup

8%

8 BlackBerry Desktop Manager application management 20%

9 Troubleshooting issues with BlackBerry Desktop Manager 17%


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Exam objectives

Section 1 - BlackBerry Enterprise Server installationand component functionality

List the information that is required before installing orupgrading

Differentiate between BlackBerry device services

Explain the prerequisites for using the BlackBerry EnterpriseServer

Outline user management functions in BlackBerry Manager

Identify the steps involved when configuring enterpriseactivation, and understand activation message delivery andthe impact of email message filters

Resolve BlackBerry device user issues, using BlackBerryManager

Use BlackBerry Manager to verify BlackBerry device usersettings

Section 2 - BlackBerry Device options and features Identify and distinguish between BlackBerry device models

and software versions as well as with associated capabilitiesand limitations

Apply knowledge of BlackBerry device menus to retrieveimportant BlackBerry device information such as PIN, IMEI,

and BlackBerry device status

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

Section 3 - Troubleshooting issues with BlackBerrydevices

Determine connection states and types

Identify and troubleshoot errors related to BlackBerrydevices and BlackBerry Java Development Environment

Outline the enterprise activation process and troubleshoot

issues related to it

Identify service books and summarize their purpose


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Section 4 - Security features in the BlackBerryEnterprise Solution

Identify and explain the role of security components in theBlackBerry Enterprise Server environment

Demonstrate the ability to recognize that an IT policy isapplied to a BlackBerry device, resend or overwrite the ITpolicy from the BlackBerry Enterprise Server, identify theeffect of an IT policy on a BlackBerry device, and assign ITpolicies to BlackBerry device users

Explain the importance of hardware security in theBlackBerry Enterprise Solution, specifically relating to taskssuch as implementing IT polices requiring a BlackBerrydevice password, defining BlackBerry device passwordrequirements, defining security timeout values, enforcingencryption of BlackBerry device data, and disabling

BlackBerry device features such as the camera, Bluetoothtechnology, media card, and computer connectivity

Explain how to implement and troubleshoot additionalmessaging security measure issues such as S/MIME andPGP Support Package for BlackBerry devices in anexisting BlackBerry environment.

Explain how to implement the BlackBerry Smart CardReader in an existing BlackBerry environment andtroubleshoot issues related to the BlackBerry Smart CardReader

Section 5 - Product and support documentation Use the BTSC to locate knowledge base articles, technicalwhitepapers, security advisories, and productdocumentation. Proactively share the information foundwith BlackBerry device users, and use the information totroubleshoot technical issues

Section 6 - Customer experience Solve BlackBerry device users problems and empower them

to resolve their own problems in the future

Section 7 - BlackBerry Desktop Manager installation,

upgrade, and setup Outline the prerequisites and deployment options for

BlackBerry Desktop Software based on information about theenvironment and BlackBerry device user requirements


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Determine the needs of BlackBerry device users andconfigure BlackBerry Desktop Manager to address thoseneeds

Explain how to perform a clean uninstall of BlackBerryDesktop Manager

Section 8 - BlackBerry Desktop Manager applicationmanagement

Explain how to perform upgrades or resolve BlackBerrydevice errors using the application loader tool and otherappropriate tools

Explain and differentiate between the features of

the backup and restore tool

switch device wizard

the media tool Outline the correct configuration to perform organizer data

and certificate synchronization

Section 9 - Troubleshooting issues with the BlackBerryDesktop Manager

Analyze and resolve error messages and issues encounteredduring installation, synchronization, or while using theapplication loader tool, media manager and back up andrestore using the BTSC and product documentation asresources.

Identify the BlackBerry Desktop Manager folder structure Identify supported third-party email applications and

supported organizer data applications


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How can I get training?

Before taking a BlackBerry certification exam, it is recommended thatyou have experience with the BlackBerry solution covered in the exam

and that you read the corresponding exam guide.

As new BlackBerry certification exams become available, correspondingexam guides will be available at www.blackberry.com/go/certification.

The following types of BlackBerry Training resources, which may notbe available for every BlackBerry certification exam, may help youprepare for BlackBerry certification exams:

BlackBerry instructor led training

BlackBerry web based training

BlackBerry self study materials Tutorials and resources from www.blackberry.com

How do I get training? Contact BlackBerry Training at [email protected]

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 whenyou take a BlackBerry certification 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 2What services can the firewall on the BlackBerry device block? (Choosetwo.)

a. Outgoing SMS messages

b. Incoming PIN messages

c. Outgoing PIN messages

d. Incoming BlackBerry Internet Service email messagese. 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 with


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Emergency in the subject line is sent to theBlackBerry device.

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 lineusing SMS messaging to a different mobile device.

e. The BlackBerry device will automatically reply with atemplate 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 the

original service book was deleted or overwritten.d. The original email message was forwarded to a

BlackBerry email address, so the attachment wasremoved.

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? (Choose

two.)

a. Synchronizes the BlackBerry device user's organizerdata

b. Performs a backup of the BlackBerry device


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c. Updates the date and time on the BlackBerry device

d. Reconciles email messages with integrated emailaccounts

e. Synchronizes filters with the BlackBerry Internet

ServiceCorrect answer: A and C


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Training Preparation Matrix

Exam# BCX-211Supporting BlackBerry Devices in an Enterprise Environment


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Related instructor-led training

Exam Sections and Topics 10IPBDDS42

Section 1 -BlackBerry Enterprise Server functionality

1.1 List the information that is required before installing or upgrading

1.2 Differentiate between BlackBerry device services

1.3 Explain the prerequisites for using the BlackBerry Enterprise Server

1.4 Outline user management functions in BlackBerry Manager

1.5 Identify the steps involved when configuring enterprise activation, and understand activation

message delivery and the impact of email message filters.

1.6 Resolve BlackBerry device user issues, using BlackBerry Manager

1.7 Use BlackBerry Manager to verify BlackBerry device user settings

= This topic is covered in the course.

= This topic is partially covered in the course.

= This topic is not covered in the course.

Course 10IPBDDS42 Using BlackBerry Device and

Course 30ITBDDS42v01 Supporting BlackBerry D

Software

Course 60IPES41/60IPES412 Introduction to Adm

BlackBerry Enterprise Server


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Section 2 - BlackBerry device options and features

2.1 Identify and distinguish between BlackBerry device models and software versions as well as withassociated capabilities and limitations

2.2 Apply knowledge of BlackBerry device menus to retrieve important BlackBerry device information

such as PIN, IMEI, and BlackBerry device status

2.3 Specify application settings and options to customize the configuration of a BlackBerry device

Section 3 - Troubleshooting issues with BlackBerry devices

3.1 Determine connection states and types

3.2 Identify and troubleshoot errors related to BlackBerry devices and BlackBerry Java Development

Environment

3.3 Outline the enterprise activation process and troubleshoot issues related to it

3.4 Identify service books and summarize their purpose

Section 4 - Security features in the BlackBerry Enterprise Solution

4.1 Identify and explain the role of security components in the BlackBerry Enterprise Server environment

4.2 Demonstrate the ability to recognize that an IT policy is applied to a BlackBerry device, resend or

overwrite the IT policy from the BlackBerry Enterprise Server, identify the effect of an IT policy on a

BlackBerry device, and assign IT policies to BlackBerry device users



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4.3 Explain the importance of hardware security in the BlackBerry Enterprise Solution, specifically relating

to tasks such as implementing IT polices requiring a BlackBerry device password, defining BlackBerry

device password requirements, defining security timeout values, enforcing encryption of BlackBerrydevice data, and disabling BlackBerry device features such as the camera, Bluetooth technology,

media card, and computer connectivity

4.4 Explain how to implement and troubleshoot additional messaging security measure issues such as S/

MIME and PGP support package for BlackBerry devices in an existing BlackBerry environment.

4.5 Explain how to implement the BlackBerry Smart Card Reader in an existing BlackBerry environment

and troubleshoot issues related to the BlackBerry Smart Card Reader

Section 5 - Product and support documentation

5.1 Use the BTSC to locate knowledge base articles, technical whitepapers, security advisories, and

product documentation. Proactively share the information found with BlackBerry device users, and

use the information to troubleshoot technical issues

Section 6 -Customer experience

6.1 Solve BlackBerry device users problems and empower them to resolve their own problems in the

future

Section 7 - BlackBerry Desktop Manager installation, upgrade and setup

7.1 Outline the prerequisites and deployment options for BlackBerry Desktop Software based on

information about the environment and BlackBerry device user requirements

7.2 Determine the needs of BlackBerry device users and configure BlackBerry Desktop Manager to

address those needs

7.3 Explain how to perform a clean uninstall of BlackBerry Desktop Manager



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Section 8 - BlackBerry Desktop Manager application management

8.1 Explain how to perform upgrades or resolve BlackBerry device errors using the application loader tooland other appropriate tools

8.2 Explain and differentiate between the features ofthe backup and restore tool, switch device wizard,

and the media tool

8.3 Outline the correct configuration to perform organizer data and certificate synchronization

Section 9 - Troubleshooting issues with the BlackBerry Desktop Manager

9.1 Analyze and resolve error messages and issues encountered during installation, synchronization, or

while using the application loader tool, media manager and back up and restore using the BTSC and

product documentation as resources.

9.2 Identify the BlackBerry Desktop Manager folder structure

9.3 Identify supported third-party email applications and supported organizer data applications



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

BlackBerry smartphones and BlackBerry Device Software

BlackBerry Enterprise Server

Course title Course code

BlackBerry smartphone product overviews Various

Whats new with BlackBerry smartphone XXXX Various

Using BlackBerry Device Software 718-00259

Using BlackBerry Desktop Software 718-00275

Course title Course code

Introducing the BlackBerry Enterprise Server 718-00443

Installing BlackBerry Enterprise Server Software

version 4.1 service pack 2 for Microsoft Exchange

VBAXB412


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Additional reference materialsThe following documents are available in the BTSC located at www.blackberry.com/btsc.

BlackBerry smartphones and BlackBerry Desktop Software BlackBerry smartphone user guides

BlackBerry smartphone getting started guides

Instant messaging for BlackBerry smartphones user guides

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

Security technical overviews

S/MIME Support Package for BlackBerry devices technical overview

PGP Support Package for BlackBerry devices technical overview

BlackBerry Resource Center
http://www.resourcecenter.blackberry.com/main.php?cp=0&page=content&topic=6&menuid=webcastshttp://www.resourcecenter.blackberry.com/main.php?cp=0&page=content&topic=6&menuid=webcasts


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Acronym list

B

BTSCBlackBerry Technical SolutionCenter

I

IDidentification

IMEIInternational MobileEquipment Identity

P

PINpersonal identification number

S

S/MIMESecure Multipurpose InternetMail Extension

SMSShort Message Service


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BCX 211 ExamGuide

Documents

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