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Exam Objectives

The exam objectives are broken up into five different categories. The 70-685 exam measures your ability to accomplish the technical tasks listed below.

The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam.

The objectives for Exam 70-685 as stated by Microsoft are as follows:

Identifying Cause of and Resolving Desktop Application Issues (20 percent)

  • Solve software installation escalations.
  • This objective may include but is not limited to: installation permissions; local administrator requirement; licensing restrictions; digital signing

  • Solve software failure escalations.
  • This objective may include but is not limited to: checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system

Identifying Cause of and Resolving Networking Issues (23 percent)

  • Solve enterprise logon issues.
  • This objective may include but is not limited to: hardware vs. network; password expiration; trust relationships with machine accounts; determining logon context; logon hours compliance

  • Solve enterprise network connectivity issues.
  • This objective may include but is not limited to: determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway

  • Solve enterprise names resolution issues.
  • This objective may include but is not limited to: checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes

  • Solve enterprise network printer issues.
  • This objective may include but is not limited to: hardware failure; server issues; printer failure; network issues; driver issues

Managing and Maintaining Systems That Run Windows 7 Client (21 percent)

  • Identify and/or resolve performance issues.
  • This objective may include but is not limited to: analyzing system and application logs; analyzing started services; setting power management; checking hard drive space; optimizing virtual memory

  • Solve hardware failure issues.
  • This objective may include but is not limited to: identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken

Supporting Mobile Users (18 percent)

  • Solve enterprise wireless connectivity issues.
  • This objective may include but is not limited to: signal strength; encryption types; encryption keys; wireless profiles; mobile devices

  • Solve enterprise remote access issues.
  • This objective may include but is not limited to: VPN client not connecting; IPv6 support; access and authentication to network resources

Identifying Cause of and Resolving Security Issues (18 percent)

  • Solve Windows Internet Explorer security issues.
  • This objective may include but is not limited to: adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates

  • Solve enterprise issues due to malicious software.
  • This objective may include but is not limited to: analyzing services; analyzing programs; analyzing processes; analyzing browser helper add-ons; user account control

  • Solve enterprise storage security issues.
  • This objective may include but is not limited to: requirements for installing; recovering encryption keys; key management

  • Solve enterprise software update issues.
  • This objective may include but is not limited to: identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications

Where to Go from Here

After you pass the Microsoft Windows 7, Enterprise Desktop Support Technician (70-685) exam, you may want to take the following exams:

Exam 70-686: Pro: Windows 7, Enterprise Desktop Administrator

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