BlackBerry Certification Program Exam

Guide
Exam #BCP-220 Supporting BlackBerry Devices in a
BlackBerry Internet Service Environment
 BlackBerry Certification Program Exam Guide

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 BlackBerry Certification Program Exam Guide

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 BlackBerry Certification Program Exam Guide

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 Contents

Contents
BlackBerry Certification Program general information ................................ 10
Take the exam............................................................................................................ 11
Exam details .............................................................................................................. 14
Audience............................................................................................................................ 15
Exam Prerequisites......................................................................................................... 16
Recommendations......................................................................................................... 16
Test structure ................................................................................................................... 17
What does BlackBerry certification mean to me?........................................... 18
Exam sections and weightings ............................................................................. 19
Exam sections..................................................................................................................19
Section weightings ........................................................................................................ 20
Exam objectives........................................................................................................ 21
How can I get training? ........................................................................................... 23
Additional Reference Materials ................................................................................. 23
Practice Items ............................................................................................................ 25

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 Contents

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Exam Guide
BCP-220 Supporting BlackBerry Devices in a BlackBerry
Internet Service Environment

 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
is designed to help set you apart in the competitive world of mobile
devices and applications.

The BlackBerry certification exams are role based. They focus on the
practical application of BlackBerry solution knowledge required by
specific roles in the different stages of a BlackBerry solution
deployment. Currently, BlackBerry certification is available for the
following 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 exam
Follow the steps below to register for an exam.

1. Review details for the exam you want to take on the

BlackBerry 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 the
Register Now link located beside the exam title on the web
page.
3. You will be redirected from the www.blackberry.com web
site 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 also
register over the phone or in person at the testing location).

Attempting an exam
1. 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 (not

expired) as long as it does not have an
expiration date that has passed.
For a list of acceptable ID cards, please refer
to the “Valid photo IDs” section of this guide.
Note

2. 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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 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 a
fax.
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

3. You will be asked to store any personal items in a designated

secure area outside the testing room.
4. You will take the exam.
5. Once you complete the exam, you will immediately be given
a score report indicating whether you passed or failed the
exam.
a. If the certification stream requires only one exam and
you pass, or if you have passed the last exam required
for certification, you will become BlackBerry Certified.
b. If the certification stream requires that you pass more
than one exam and you pass, you will receive credit for
the exam. You will then need to register for and pass
the other exam(s) in order to become BlackBerry
Certified.
c. 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.
6. Your exam results will be imported into the BlackBerry
Certification credential management system web site at
www.blackberry.com/mycert

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 Valid photo IDs
The following are acceptable forms of identification:

Photo ID Non-photo ID

• Government issued • Credit card

driver’s license
• Check cashing card
• 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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 Exam details
This exam targets support representatives supporting BlackBerry
devices and BlackBerry® Desktop Software within a BlackBerry®
Internet Service environment. The majority of these representatives will
work in a contact center environment with the validated knowledge
required to assist with the common issues that may arise in the
BlackBerry environment.

Only the Supporting BlackBerry Devices in a BlackBerry Internet Service

Environment exam will be required to attain the BlackBerry Certified
Support Specialist certification. No specific training is required to be
eligible to take the exam. You may also fulfill the requirements of the
BlackBerry Certified Support Specialist by completing another exam
entitled Supporting BlackBerry Devices in a BlackBerry Enterprise Server
Environment.

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 Audience
To write this exam, you should possess the knowledge and
understanding required to support BlackBerry devices and BlackBerry
Desktop Software in a BlackBerry Internet Service environment.

You should also know how to access and use product guides and
troubleshooting documentation for BlackBerry devices, the BlackBerry
Internet Service, and BlackBerry® Desktop Manager.

You should be able to interact with customers appropriately and

demonstrate fundamental problem solving skills necessary for assisting
a general public clientele with BlackBerry products and their integration
with computer technology.

You should be able to successfully navigate and configure BlackBerry

device features and options, perform general support with BlackBerry
Desktop Manager including installation and configuration, assist with
the set up and configuration of the BlackBerry Internet Service, and
diagnose and address a variety of incidents that may arise in the
BlackBerry Enterprise environment.

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 What can the candidate do without assistance?

• Navigate and configure various settings and features on

BlackBerry devices (BlackBerry device functionality) and
BlackBerry Desktop Software
• Demonstrate fundamental troubleshooting skills, using available
resources when needed, to resolve customer queries and incidents
• Add email addresses to the BlackBerry Internet Service and set up
account settings, as well as configure email filters and auto-
signatures
• Modify BlackBerry device user accounts by updating the
BlackBerry device and sending service books.
• Install and operate standard features of BlackBerry Desktop
Manager and configure for use with an email application
What can the candidate do with assistance?

• Troubleshoot and resolve advanced issues with configuring

BlackBerry Desktop Manager synchronization features andemail
accounts with the BlackBerry Internet Service
In which environments can the candidate complete the tasks?

• Customer support centers

Which tools is the candidate familiar with?

• BlackBerry devices
• BlackBerry Internet Service
• BlackBerry Desktop Manager
• BlackBerry Technical Solutions Center
What is this candidate not expected to do?

• Resolve support calls related to BlackBerry Enterprise Server

• Resolve issues within scope of service providers’ support domain

Exam Prerequisites
• No prerequisites

Recommendations
• Some experience supporting BlackBerry devices in a BlackBerry
Internet Service environment
• Applicable training as listed in the exam guide

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 Test structure

Exam type: CBT: Linear Fixed Forms - Live version

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/ Multiple choice — single and multiple

formats: answers

Time to complete: 90 minutes

Number of items: 64

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

during the exam.

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 What does BlackBerry
certification 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 have
demonstrated proficiency with one or more BlackBerry solutions. To be
certified through the BlackBerry Certification 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 knowledge with

regards 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 information
technology fields

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 Exam sections and weightings
Exam sections
The Supporting BlackBerry Devices in a BlackBerry Internet Service exam
contains the following sections:

• Supporting the BlackBerry Internet Service

• Troubleshooting issues with the BlackBerry Internet Service
• Supporting the BlackBerry Device
• Troubleshooting issues with the BlackBerry Device
• Supporting BlackBerry Desktop Software
• Troubleshooting issues with BlackBerry Desktop Software

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 Section weightings

Section Average %
Section name
number of exam

1 Supporting the BlackBerry Internet Service 15%

2 Troubleshooting the BlackBerry Internet Service 23%

3 Supporting the BlackBerry Device 13%

4 Troubleshooting the BlackBerry Device 13%

5 Supporting BlackBerry Desktop Software 16%

6 Troubleshooting BlackBerry Desktop Software 18%

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 Exam objectives
Section 1 - Supporting the BlackBerry Internet
Service
• Describe how to create a BlackBerry Internet Service account
• Describe how to add, remove and edit an account
• Explain advanced email options
• Describe how to modify the settings of the BlackBerry Internet
Service account
• Manage filters within the BlackBerry Internet Service account

Section 2 - Troubleshooting the BlackBerry

Internet Service
• Identify and resolve issues related to creating a BlackBerry Internet
Service account
• Identify and resolve issues related to sending email messages
• Given a scenario, identify and resolve issues related to receiving
email messages
• Identify and resolve issues related to email message reconciliation

Section 3 - Supporting the BlackBerry Device

• Explain how to navigate device menu/features
• Describe how to use the Manage Connections application

Section 4 - Troubleshooting the BlackBerry

Device
• Identify the cause of device error codes and determine the solution
• Identify causes of low memory
• Identify and resolve browser issues
• Identify and resolve wireless connectivity issues
• Identify and resolve instant messenger issues

Section 5 - Supporting BlackBerry Desktop

Software
• Determine installation options
• Describe how to configure synchronization settings within the
BlackBerry Desktop Manager software
• Explain how to update BlackBerry Device Software

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 • Explain how to use the applications within the BlackBerry Desktop
Manager
• Describe the features of the BlackBerry® Desktop Redirector and
how to configure it

Section 6 - Troubleshooting BlackBerry Desktop

Software
• Identify and resolve synchronization issues
• Identify and resolve device detection issues
• Identify and resolve BlackBerry Desktop Software installation
issues
• Identify and resolve BlackBerry Desktop Redirector issues

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 How can I get training?
Before taking an 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 exams become available, corresponding exam guides will be

available 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 at
blackberrytraining@rim.com
• Review the information available at
www.blackberry.com/training

Additional Reference Materials

The following documents are available in the BlackBerry Technical
Solutions Center located at www.blackberry.com/btsc

BlackBerry devices and BlackBerry Desktop

Software
• BlackBerry device user guides
• BlackBerry device getting started guides
• Instant messaging for BlackBerry devices user guides
• Technical advisories
• BlackBerry device webinars
• BlackBerry forums
• BlackBerry device and BlackBerry Internet Service help files

BlackBerry Enterprise Server

• Feature and technical overviews
• Getting started guides
• Installation guides
• Upgrade guides

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 • Administration guides
• Security technical overviews
• S/MIME Support Package for BlackBerry Devices Technical
Overview
• PGP Support Package for BlackBerry Devices Technical Overview

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

Practice item 1
BlackBerry Desktop Software is found in which of the following
locations 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 2
What services can the firewall on the BlackBerry device 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 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.)

a. 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.
b. The BlackBerry device will turn on automatically and
play an alarm when an email message with
“Emergency” in the subject line is sent to the
BlackBerry device.

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 c. The BlackBerry device will play a special sound when
an email message with “Emergency” in the subject line
arrives on the BlackBerry device.
d. The BlackBerry device will automatically forward an
email 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 the
subject line.
Correct answer: C

Practice item 4
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.)

a. The original email message that contained the

attachment is no longer saved on the messaging and
collaboration server
b. The firewall on the BlackBerry device is set to block
attachments
c. The BlackBerry device does not have the appropriate
service 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 was
removed
e. The BlackBerry Internet Service has deleted the
attachment due to inappropriate content
Correct answer: A and C

Practice item 5
Which of the following functions does Intellisync® perform? (Choose
two.)

a. Synchronizes the BlackBerry device user's organizer

data
b. Performs a backup of the BlackBerry device
c. Updates the date and time on the BlackBerry device
d. Reconciles email messages with integrated email
accounts

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 e. Synchronizes filters with the BlackBerry Internet
Service
Correct answer: A and C

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 Acronym list

Acronym list

I
ID
identification

P
PIN
personal identification
number

S
S/MIME
Secure Multipurpose Internet
Mail Extension

SMS
Short Message Service

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 Acronym list

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