Technical Writing Skills for Support Professionals - Chapter 4

A

What is a form? a. A predefined document that contains text or graphics users cannot change and areas in which users enter data. b. A predefined item that can be used to quickly create c.The standard method of entering data into an incident management system. d. An element of a database record in which one piece of data is stored.

B

What is a template? a. A predefined document that contains text or graphics users cannot and areas in which users enter data. b. A predefined item that can be used to quickly create a standard document or email message. c. The standard method of entering data into an incident management system. An element of a database record in which one piece of data is stored.

D

Which is a factor that is causing companies to look more closely at using chat to communicate with customers? a. Reducing the overall cost of delivering support. b. Increasing the efficiency of analysts through the use of simultaneous chat sessions. c. Satisfying and retaining customers who demand alternatives to the phone. d. All of the above.

C

Which is an example of a technology used to enable self-service for customers? a. Using an ACD to assign a call to the next available analyst. b. Using SBR to route the call the appropriate analyst. c. Using Web technology to order a product. d Both A and B.

False

Over the next few years, Internet and IM technology will replace the phone as the primary means for a customer to contact the service desk.

False

Information are raw facts that are not organized in a meaningful way.

False

Good writing skills are no more important for service desk analysts today than they were ten years ago.

True

It is important to remember that although email is an easy way to communicate with customers, it does not provide many of the capabilities that an incident management system provides.

D

Which is a self-service typically offered via a web site? a. A knowledge base that customers may use to resolve incidents on their own. b. Online forms to submit incidents and service requests. c. A link to live text chat with service desk analysts. d. All of the above.

True

When creating a FAQ, phrase the question in the way that customers do when they contact the service desk; then explain the answer in language that customers can understand.

C

________ is a uniquely human characteristic and generally deals with the future. a. Knowledge b. Common sense c. Wisdom d. Information

False

When entering data into text fields in an incident management system, standard terms for words are not necessary. As long as you use synonyms (i.e., monitor, screen), other analysts will understand what you mean.

True

When using IM and chat messages to communicate with customers, service desk analysts should be as clear and concise as possible and messages should convey a positive, friendly tone.

False

When writing for a global audience, it is best to avoid acronyms, which are groups of words whose meanings are different than the meanings of the individual words.

False

When writing technical documents, varying word choice is appropriate, as the variety keeps the reader focused on the information being given.

False

Since IM provides many of the capabilities of an incident management system, service desks are expanding IM communication with customers

True

Since readers want to acquire information quickly, use numbered sequences or lists arranged in a logical order when writing technical documents.

A

Today, service desk analysts are relied upon to do what? a. Capture data necessary to create accurate and useful information. b. Record incident information only when the incident is a new type of incident. c. Relay knowledge by word of mouth. d Both A and B.

True

Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.

False

Typically, customers benefit from self-services, while service desk analysts do not.

C

Which is correct when writing emails to customers? a. When closing a message, sign it as from the service desk, not from you personally. b. Include as many subjects as necessary in the email message. c. Use a meaningful subject line. d. Both B and C.

B

Which is true of online chat and IM? a. They are expensive b. They are instantaneous c. They are difficult to use. d All of the above.

True

One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need.

B

If one resolution can be used to solve many incidents or service requests, it is referred to as a __________. a. multiple relationship b. one-to-many relationship c. reusable relationship d. complex relationship

C

A(n) ____________ is a web site that cannot be accessed by the general public. a. extranet b. internet c. intranet d. secure server

False

One best practice to follow when improving your writing skills is to always use the passive voice.

False

One of the advantages of Knowledge-Centered Support is that knowledge is made available to the support organization immediately in draft form, enabling knowledge to be available when it is needed most.

False

A good resolution should describe things to attempt when diagnosing incidents or responding to inquiries.

True

A blog is an effective way for a service desk to engage with its customers and to establish a social media presence.

True

Accurately recording incidents in the incident management system is increasingly important, as service desks are now providing their customers with the ability to check the status of outstanding tickets.

False

Case-based reasoning is a searching technique which can include search operators and connecting words such as AND, OR, and NOT.

D

Which is true? a. When writing procedures, only include information about what to do; do not include information about what not to do. b. The service c. Use jargon and technical terms in your writing, even if simpler words will do just as well. d. Try to strengthen the impact of your writing by saying how good, how bad, or how fast something is, instead of just saying that something is good, bad, or fast.

B

Which of the following uses everyday language to ask users questions and interpret their answers? a. fuzzy logic b. CBR c. decision trees d. QBE

C

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analysts to a solution? a. fuzzy logic b. CBR c. decision trees d. QBE

C

Which type of narrative is commonly used in technical writing? a. first-person b. second-person c. third-person d. All are commonly used.

A

_______ is the application of information along with people's experiences, ideas, and judgements. a. Knowledge b. Common sense c. Wisdom d. Problem solving

B

Clicking a(n) _______ might open a pop-up window with a definition, instructions, or a still picture. a. emoticon b. hyperlink c. screen pop d. IM tab

D

A ___________ is software used to manage the content of a web site. a. web management system b. knowledge management system c. case-based reasoning system d. content management system

False

A feasibility report explores the viability, risks, and benefits of a proposed project such as implementing a new system or offering a new service. It also explores possible alternatives.

True

A procedure is a step-by-step detailed set of instructions that describes how to perform the tasks in a process.

A

A(n) ___________ is a web site that can be accessed by the general public but requires a password to gain entry to all or parts of the site. a. extranet b. internet c. intranet d. secure server

A

Email is typically used to do which of the following? a. Conduct satisfaction surveys b. Automatically create trend reports. c. Provide a knowledge base for customers. d. All of the above.

D

In which instance will customers most likely use IM technology? a. For non-critical problems. b. when they want to receive detailed information. c. When they want to obtain answers to FAQs. d. When they have questions that need to be answered before they order a new product.

True

Since resolving an incident via email typically takes two or three exchanges, service desk analysts must use common sense when communicating with customers via email.

A

Some organizations adopt a commercially available _____ which provides guidance on topics such as punctuation and grammar usage. a. style guide b. grammar manual c. writing standard d. rules of grammar and punctuation

True

Symbols, such as smiley faces or frowning, used to convey feelings, are called emoticons and should be used sparingly and appropriately.

True

The challenge with keyword searching is that keywords must be indexed to be located and an exact match must be found.

B

Which type of report typically provides an assessment of the current environment, a description of items that will result in an improved environment, and recommendations? a. progress report b. requirements report c. feasibility report d. status report

A

Who is responsible for maintaining a knowledge management system? a. a knowledge engineer b. a database administrator c. a technical writer d. a resolution writer

D

Why are knowledge management systems beneficial to service desk analysts? a. They reduce the number of escalations to the second level. b. They help improve analysts' problem-solving skills. c. They improve the consistency of resolutions d. All of the above