Test for helpdesk

(T/F) Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully

True

1. What is a common injury that affects the hands and wrists and is linked to repetitious hand movements, such as typing on a keyboard? a. bursitis b. tendonitis c. fatigue d. carpal tunnel syndrome

carpal tunnel syndrome

(T/F) One of the benefits of asking customers questions when trying to diagnose an incident is that you will gain insight about the customer's skill level.

True

(T/F) Self confidence is the act of using words to influence your thinking in a positive way.

True

(T/F) Since resolving an incident via email typically takes two to three exchanges, service desk analysts must use common sense when communicating with customers via email.

True

(T/F) Sometimes not asking questions is actually a component of providing good customer service.

True

(T/F) 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.

True

(T/F) When trying to be enthusiastic with customers over the phone, approach the phone call as if it were an interaction with a customer standing in front of you.

True

1. Failing to plan ahead is a common contributor to people's stress. True False

True

The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction. True False

True

(T/F) Examples of status data are incident status, person or group assigned, date and time assigned, and details describing how an incident was resolved.

False

(T/F) Good writing skills are no more important for service desk analysts today than they were ten years ago.

False

(T/F) Job trading involves working side-by-side with another person in an effort to understand and potentially learn that person's job.

False

(T/F) One of the most important reasons that level two service providers must know how busy the service desk analysts are, is so that level two can correctly set the customers' expectations in terms of incident resolution.

False

Which is true about irate customers?

both A and C

When trying to calm yourself by taking a deep breath, what should you do?

breathe in through your nose

Which is true?

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.

Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? a. expectations b. cost c. customer service factor d. value

Value

____ is a uniquely human characteristic and generally deals with the future.

Wisdom

When working for a bad boss, use the opportunity to ____.

all of the above

Which is a factor that is causing companies to look more closely at using chat to communicate with customers?

all of the above

Which is important in today's world?

all of the above

Which is true about the left and right sides of the brain?

all of the above

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.

b. They help improve analysts' problem-solving skills.

In the incident management process, ____, such as "When will my equipment arrive?", are typically handled by the service desk. a. questions c. incidents b. inquiries d. known question

b. inquiries

1. When working on a multi-generational team, which group of people tend to believe a high-performing team is composed of strong members who focus on delivering individual results? a. Generation X b. Baby boomers c. Generation Y d. Seniors

baby boomers

1. Which is a key factor that affects how people respond to stress? a. How much control a person has over a stressor. b. Whether or not a person chooses to be exposed to a stressor. c. Both A and B. d. Neither A nor B.

c. Both A and B.

What is the service provided by a local phone company that identifies the telephone number of the person calling?

caller identification

One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions. a. checklists b. Microsoft's Technet c. FAQs d. technical web sites

checklists

1. Incident management is known as a(n) ____ process, because the customer who reports an incident must accept the solution before the incident can be closed. a. customer focused b. proactive c. open loop d. closed loop

closed loop

1. Incident management is known as a(n) ____ process, because the customer who reports an incident must accept the solution before the incident can be closed. a. open loop b. closed loop c. customer focused d. proactive

closed loop

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?

cold transfer

A ____ is software used to manage the content of a web site.

content management system

After diagnosing an incident and identifying the correct probable source, ____ might be included in developing a course of action. a. consulting online resources b. escalating the incident to a level two service provider c. delivering a solution d. All of the above

d. All of the above

ITIL defines ____ as the effect an incident is having on the business. a. priority c. urgency b. severity d. impact

d. impact

1. Which would most likely be used to link customer records to incident records? a. incident description b. incident type c. employee number d. customer department

employee number

1. If a group of team players is assembled, the team will be successful True or False

false

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ____.

fight-or-flight reaction

1. Which is a diagram that shows the sequence of tasks that occur in a process? a. flowchart b. procedure c. grid d. problem solving guide

flowchart

An analyst calling a customer to say that he is going to be late arriving at the customer's site, before he is late, is an example of _____.

follow-through

Verifying that the customer's incident has been resolved to the customer's satisfaction and hasn't recurred is an example of _____.

follow-up

1. According to the Tuckman Teamwork Model, during which stage are the team members on their "best behavior" and trying to avoid conflict? a. storming b. performing c. forming d. norming

forming

1. According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities? a. norming b. storming c. forming d. acting

norming

If you cannot restate the customer's incident in his own words, it is acceptable to ____.

paraphrase the incident and ask the customer to verify your understanding of the situation

1. According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities? a. forming b. storming c. norming d. performing

performing

1. According to the Tuckman Teamwork Model, during which stage is the team achieving its goals and are the team members participating fully in team activities? a. performing b. storming c. norming d. forming

performing

Which kind or stressors do you have the greatest ability to influence?

personal stressors

Which kind or stressors may include a tough commute to work or being tired from your physical fitness regimen?

personal stressors

1. The objectives of ____ are to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring. a. incident management b. problem management c. root cause analysis d. Both A and B.

problem management

1. What is the percentage of closed incidents that had to be opened back up within a given time period called? a. resolution percent b. reopen percent c. wrap-up percent d. closed percent

reopen percent

1. The "R" is RSI stands for ____. a. relaxation b. reaction c. realistic d. repetetive

repetetive

1. The ____ is the most basic reason for an undesirable condition. a. incident b. root cause c. problem d. fault

root cause

1. The ____ is the most basic reason for an undesirable condition. a. root cause b. incident c. fault d. problem

root cause

1. Which is an activity in the problem management process but not in the incident management process? a. resolution b. identification c. root cause analysis d. investigation and diagnosis

root cause analysis

Resolve 80% of reported incidents at level one" and "reduce support costs by 5% by year end" are both examples of service desk goals. True or False

true

Typically, what does the right side of the brain handle?

versatility

1. A ____ team is a group of people who work across time, space, and organizational boundaries. a. cyber b. virtual c. follow-the-sun d. remote

virtual

1. According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems? a. 20-40% b. 30-45% c. 50-70% d. 75-90%

75-90%

According to the Help Desk Institute's 2013 Support Center Practices and Salary Report, nearly what percentage of its membership indicated that their service desks receive incidents via the telephone?

97%

Which will help you to unwind after a stressful situation?

. nuts

1. During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? a. a contributor b. a challenger c. a collaborator d. a communicator

A collaborator

1. What is DevOps? a. Ensuring that technical and application management teams work together to adhere to the agile development processes used by the programmers. b. A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals. c. Ensuring that the early life support (ELS) stage of the service lifecycle does not end until both the development and operations groups agree that the service is ready for operation. d. Forming the operations teams to integrate with the service desk so that software releases can be developed, tested, and deployed faster.

A cultural and professional movement that emphasizes communication, collaboration, and integration between software developers and IT operations professionals.

1. What is the most important step you can take in terms of coping with stress and avoiding burnout? a. Acknowledge that you are the victim. b. Realize that there is nothing you can do. c. Accept responsibility for the stress you are experiencing. d. Allow yourself to get mad and vent.

Accept responsibility for the stress you are experiencing.

Which is true about using calming techniques to handle difficult situations?

All of the above

1. Which is a reason that technical support lends itself to a team setting? a. The sheer number of available products. b. The need for business knowledge. c. The need to use resources efficiently and effectively. d. All of the above.

All of the above.

1. Which is true about feedback? a. Employees must provide feedback to other employees. b. Employees must provide feedback to supervisors and team leaders. c. Supervisors must provide feedback to employees. d. All of the above.

All of the above.

1. Why are clearly defined and documented processes and procedures critical to handling incidents and problems? a. They ensure critical data are gathered. b. They ensure important problem-solving steps are not forgotten. c. They ensure incidents and problems are handled in a consistent manner. d. All of the above.

All of the above.

What should you do when you are listening to an irate customer describing his incident?

All of the above.

Which is true about customers?

All of the above.

1. Which is correct about leadership? a. If a team has a poor leader, the team will not be successful, and members of the team will be more focused on individual rather than team goals. b. Effective team leaders tell the team what to do and how to do it and do not waste time seeking input from the team. c. An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed. d. All of the above.

An effective leader enables the team to achieve its full potential by removing obstacles and by sharing leadership responsibilities as needed.

When dealing with angry or abusive customers, which is the best course of action?

Be aware of your company's policies regarding these types of issues.

When you cannot control a situation, you can ____.

Both A and B.

1. Which is true about conflict? a. Conflict can arise as a result of the stress that is inherent in a service desk setting. b. The best way to handle conflict is to focus on the varying personalities of your teammates. c. Conflict is a normal part of human interaction and when approached positively, can produce creative and innovative results. d. Both A and C.

Both A and C.

1. Which is a benefit of establishing technology standards? a. Organizations will be able to sustain a more complex environment, which results in service providers and customers gaining an excellent range of expertise in numerous areas. This also puts the company in an excellent position as new technology becomes available, as analysts have an excellent base of knowledge. b. Effective training programs can be developed because there are fewer systems. The training is more efficient and effective, so customers have fewer questions and inquiries, and the service desk can quickly handle questions and inquiries that do occur. c. The company is positioned to take advantage of state-of-the-art technology. Allowing customers to use any system they want often makes it difficult for a company to implement new technology and may not fit the long-term needs of the company. The standards committee stays on top of industry trends and selects systems that will benefit the company now and into the foreseeable future. d. Both B and C.

Both B and C.

1. Which is true when coping with deadlines? a. Do not put off tasks until the last minute. b. Always schedule your most important work first thing in the morning. c. Handle your work on a "first come, first served" basis. d. All of the above.

Do not put off tasks until the last minute.

1. ____ includes the ability to recognize and manage one's emotions and the emotions of others, motivate oneself and restrain impulses, and effectively handle interpersonal relationships. a. Common sense b. Right-brained intelligence c. Emotional intelligence d. Personality intelligence

Emotional intelligence

(T/F) Solving incidents efficiently and effectively simply means searching a knowledge base for known solutions and applying the correct one.

False

1. According to the Tuckman Teamwork Model, during the acting stage, team members feel a sense of pride and satisfaction, and the team has become a close-knit community. True False

False

1. Always keep track of open tickets manually. Using an incident management system takes too long. True False

False

1. Asking for help from teammates is a sign of incompetence and should be avoided. True False

False

1. In an effort to answer more calls, analysts should write customer and incident data on a piece of paper during the contact and then log the information in the incident management system later in the day, when it's less busy. True False

False

1. It is much more important to care for your physical well-being than it is to care for your mental health. True False

False

1. The most efficient and successful service desks have one person who knows everything about all the products supported. True False

False

T/F Incident ownership typically means that an analyst must develop and implement the solutions to all the incidents they own.

False

____ is one of the first signs of dehydration.

Fatigue

Which is the first step when handling difficult customer situations?

Get focused.

1. What are measurable objectives for analysts that support the service desk's mission called? a. individual performance goals b. service desk analyst performance objectives c. service level objectives d. analyst level agreements

Individual performance goals

1. What should you remember when faced with conflict? a. It is okay to keep repeating the same thing over and over, as the other person will eventually understand. b. You should not change your mind, or you will not seem confident. c. If you discuss the past and determine what/who caused the problem, it may help resolve the issue. d. It is better to keep to the issues of the discussion.

It is better to keep to the issues of the discussion.

1. What is something you should do when you are new to a team? a. Understand your part of the goal; don't worry about understanding the big picture. b. Make sure you work hard, even if you are not sure if you are working on the right things. c. Learn the lingo or vocabulary of the new team. d. All of the above.

Learn the lingo or vocabulary of the new team.

1. One of the tips for mastering change is to recognize ____ as the labor of the Information Age. a. adapting b. technology c. responding d. learning

Learning

Resisting the temptation to shout back at a customer who shouts at you is an example of which technique for staying in control?

Learning to respond, not react

1. Which is true when developing working relationships with teammates? a. To have a successful team, teammates should be best friends. b. Listen actively to your teammates, as you would to your customers. c. Refrain from inquiring about your teammates' feelings. d. All of the above.

Listen actively to your teammates, as you would to your customers

1. ____ is a technique for determining the most significant causes from a list of many possible causes of a problem and involves producing a bar chart that displays, in descending order, the possible causes of a problem. a. Pareto analysis b. Brainstorming c. Kepner-Tregoe problem analysis d. Cause and effect analysis

Pareto analysis

What is the most expensive component of a service desk?

People

What does this chapter suggest to help service desk analysts monitor their facial expressions and posture?

Place a mirror at eye level in the analyst's workspace.

1. Which is a way to improve the ergonomics of your workspace? a. Place the monitor as far away as you can so that you can still see it clearly. b. Place the keyboard so that your wrists are straight and not resting on a hard surface. c. Raise your chair so that your feet dangle slightly and will not fall asleep. d. All of the above.

Place the keyboard so that your wrists are straight and not resting on a hard surface.

To win over a difficult customer, what should an analyst do?

Restate the situation and gain customer agreement.

Which is comparable to the practice of "counting to three" before you speak?

Sipping water

Which will help you eliminate time robbers?

Suggest constructive ways to make improvements.

Which calming technique also helps you keep up your energy and retain a positive attitude?

Taking a deep breath.

1. Which is true about a team's development? a. All teams eventually reach the performing stage and begin to see some of their goals being accomplished. b. When change occurs, it is best to evaluate each and every member on the team, decide who should remain and who should leave, and quickly find new members to replace those who have left. c. The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities. d. The best teams effectively weather change by taking a step back to the norming stage and have team members begin to take ownership for the team's performance.

The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities.

1. Which is true about a team's development? a. The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities. b. The best teams effectively weather change by taking a step back to the norming stage and have team members begin to take ownership for the team's performance. c. When change occurs, it is best to evaluate each and every member on the team, decide who should remain and who should leave, and quickly find new members to replace those who have left. d. All teams eventually reach the performing stage and begin to see some of their goals being accomplished.

The best teams accept and embrace change by taking a step back to the forming stage to clarify the team's purpose and members' roles and responsibilities.

Which is true about project management skills?

They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture.

(T/F) Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully.

True

(T/F) Studies indicate that a high percentage of technical incidents are recurring in nature.

True

(T/F) It is important to remember that difficult customer situations are the exception, not the rule

True

(T/F) While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.

True

1. Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork. True False

True

1. One way to reduce stress is to commit yourself to relaxation. Perform an activity that leaves you free of tension and refreshed both physically and mentally. True False

True

1. You have very little ability to influence institutional stressors. True False

True

What is the system, network, or product that is most likely causing an incident called? a. probable source b. root cause c. symptom d. Both A and B.

a. probable source

Where would you find IT asset information and be able to link it to related incidents, problems, and changes? a. Configuration management system c. Knowledge management system b. Incident management system d. Problem management system

a. Configuration management system

The objective of ____ is to restore service as quickly as possible. a. incident management c. root cause analysis b. problem management d. Both A and B.

a. incident management

Clicking a(n) ____ might open a pop-up window with a definition, instructions, or a still picture.

hyperlink

1. Which is the first step in the incident management process? a. identification b. investigation c. logging d. diagnosis

identification

1. Which is the first step in the incident management process? a. identification b. logging c. diagnosis d. investigation

identification

1. In the incident management process, ____, such as "When will my equipment arrive?", are typically handled by the service desk. a. questions b. known questions c. incidents d. inquiries

inquiries

ITIL considers the ____ responsible for handling service requests and communications with customers.

service desk

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors?

situational stressors

1. What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group? a. supervisor b. analyst c. facilitator d. team player

team player

1. Which is included in both a detailed and a short incident description? a. the steps the customer took to get results b. the history or pattern of the incident c. the actual results a customer is experiencing d. the results a customer expects

the actual results a customer is experiencing

Which is included in both a detailed and a short incident description? a. the actual results a customer is experiencing b. the steps the customer took to get results c. the results a customer expects d. the history or pattern of the incident

the actual results a customer is experiencing

Which is true about using calming techniques to handle difficult situations? A. Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. B. Review a difficult call at a later time to see how you could have handled it better. C. Role-play a difficult situation with another analyst. D. All of the above

All of the above

Which is true about unsupported products?

Analysts should exhibit a "can do" attitude when faced with unsupported product questions.

If you are unsure whether a customer understands what you have just said, how should you proceed?

Ask the customer if he would like you to repeat what you have said.

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ____.

"third ear" syndrome

When communicating face-to-face, nonverbal qualities make up ____ percent of the conversation.

55

Studies indicate that we ignore, forget, distort, or misunderstand ____ percent of what we hear.

75

What is a template?

A predefined item that can be used to quickly create a standard document or email message.

Which is true about the left and right sides of the brain? A. In most people, one side of the brain is dominant. B. Left-brained people must learn to acknowledge emotion. C. Right-brained people may tend to become emotional fairly quickly in a difficult situation. D. All of the above

All of the above

Which is a self-service typically offered via a web site?

All of the above.

Which is true about irate customers? A. Some customers will become irate even if you have done your very best. B. Your challenge is to ensure that your actions do not drive customers to their irate state. C. Both A and B D. None of the above

Both A and B

Which of the following uses everyday language to ask users questions and interpret their answers?

CBR

Today, service desk analysts are relied upon to do what?

Capture data necessary to create accurate and useful information.

Which statement is correct?

Customers can perceive voice mail negatively if they are not given an idea of when the call will be returned.

(T/F) 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.

False

(T/F) Aggressive people never volunteer opinions or comments.

False

(T/F) If an analyst doesn't understand why a customer is upset, he should try to determine why before trying to resolve the incident.

False

(T/F) Typically, customers benefit from self-services, while service desk analysts do not.

False

(T/F) Typically, impact and priority combine to determine the urgency of an incident.

False

(T/F) 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.

False

Best practice frameworks such as ____ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations. a. HDI c. ITIL b. ERP d. ISO 20K

ITIL

Which is an example of a close-ended question? a. Is there another printer close by that you can use? b. When was the last time you were able to use this device? c. What other applications have you used today? d. What other symptoms have you experienced

Is there another printer close by that you can use?

Which concept does "Listening is not waiting for your turn to talk" explain?

Jumping ahead

When interacting with which type of users should you ask open-ended questions?

Passive

Which is an example of using positive imagery? a. Drawing a funny picture on a notepad b. Imagining yourself in a bitter one-on-one battle with your customer c. Replacing an image of an angry customer with someone you love d. Mentally telling yourself that you know how to successfully handle the situtation

Replacing an image of an angry customer with someone you love

Which of the following is true?

Resist the temptation to make assumptions about customers' skill levels based on their use of jargon, acronyms, and terminology.

What is paraphrasing?

Restating information using slightly different words.

Which calming technique also helps you keep up your energy and retain a positive attitude? a. Taking a deep breath b. Counting to ten c. Using mental pictures to influence your thinking in a positive way d. Using words to influence your thinking in a positive way

Taking a deep breath.

Which is true of online chat and IM?

They are instantaneous.

Which is true of ACD systems?

They determine what calls an analyst receives.

What is the number one reason that customers choose to do business with another company? a. They moved away. b. They formed new relationships. c. They were dissatisfied with the product. d. They felt an attitude of indifference.

They felt an attitude of indifference.

(T/F) When interacting with complainers, empathize but do not necessarily sympathize with the customer's complaint.

True

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

True

Which is true about Voice over Internet Protocol (VoIP)?

VoIP makes it easy for companies to link local service desks and analysts working at home.

In which instance will customers most likely use IM technology?

When they have questions that need to be answered before they order a new product.

Most companies have policies for using ____ mode, a feature that prevents the ACD from routing a new inbound call to an analyst's extension before he or she is ready.

Wrap-Up

Posing a question or problem to a large group of people via Facebook or Twitter in an effort to quickly receive an answer is an example of ____.

crowdsourcing

Which type of support includes services that help a customer understand and benefit from a product's capabilities by answering questions, solving problems, and providing training? a. technical support b. product support c. customer support d. user support

customer support

___ is/are consistently cited as the most important skill(s) for a support person. a. The ability to empathize c. Listening b. Problem solving ability d. Communication skills

listening

Which types of skills include managing stress and time and continuously learning new skills? a. time management skills b. soft skills c. self-management skills d. organizational skills

self management skills

If a critical service is down, and a company is losing a lot of money, they may organize a virtual team of experts that come together to restore service and then disband. What is this practice called?

swarming

The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is known as ____. a. customer support b. support services c. user support d. technical support

technical support

Which factor most influences customer perception when people are communicating over the telephone?

tone of voice

(T/F) When handling a customer's incident or service request over the phone, vary the order in which you ask the customer for pertinent information, as this will ensure that the customer pays attention and gives you the correct information.

False

(T/F) 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

(T/F)Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.

False

(T/F) A procedure is a step-by-step detailed set of instructions that describes how to perform the tasks in a process

True

(T/F) A speakerphone allows several people to participate in a call at the same time without the telephone receiver being held.

True

(T/F) Finding humor in a stressful situation is an excellent stress-coping mechanism.

True

When is it appropriate to interrupt a customer? a. When he is being abusive. b. When he is describing what caused his incident. c. It is never appropriate to interrupt a customer. d. When he is upset.

when he is being abusive

Which is true about a VRU?

It allows the collection of a unique identifier and then verifies something about the customer.

What does the acronym ACD stand for?

Automatic Call Distributor

Which is an effective method of dealing with chatterers?

Avoid encouraging them.

Which is a primary characteristic of a world class company? a. It has customers all over the world. b. It achieves and sustains high levels of customer satisfaction. c. It provides 24x7 support. d. All of the above

It achieves and sustains high levels of customer satisfaction.

What is the most common way to build rapport with a customer?

Listen for the customer's name and use it respectfully during the remainder of your conversation.

____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance. a. Service Level Agreements c. Evaluation b. Monitoring d. Both A and B.

Monitoring

__ defines the relative importance of an incident and determines in which order incidents are handled

Priority

Where are criteria for determining impact, urgency, and priority defined?

Service Level Agreements

Which is correct? a. The customer is always right. b. Service desk analysts should learn to strike all negative phrases from their vocabulary. c. Satisfied customers are always loyal. d. All of the above.

Service desk analysts should learn to strike all negative phrases from their vocabulary.

(T/F) If you accept information at face value, you are practicing passive listening.

True

If you cannot restate the customer's incident in his own words, it is acceptable to ____. a. paraphrase the incident and ask the customer to verify your understanding of the situation b. assume that you have correctly gathered the required information and begin trying to resolve the incident c. transfer the incident to an analyst with more experience d. All of the above.

a. paraphrase the incident and ask the customer to verify your understanding of the situation

When using an ACD, which state indicates that the analyst is ready to take calls?

available

When using an ACD, which state indicates that the analyst is ready to take calls? a. ready c. idle b. available d. wrap-up

available

According to this chapter, you and your customers are bilingual; you both speak ____. a. business and technology c. to be understood and to teach b. and write to do business d. to ask questions and to answer question

business and technology

Which are used by many Web sites to identify users and track their preferences? A) tracers B) incidents C) cookies D) username

cookies

Which of the following works well for entry-level analysts and involves a structure of questions and possible answers designed to lead an analyst to a solution?

decision trees

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 c. secure server b. internet d. intranet

extranet

Which type of narrative is commonly used in technical writing?

third-person

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue?

warm transfer

Which is an example of passive listening?

Simply taking in information and showing little regard for the speaker.

(T/F) 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.

True

(T/F) If a manager is going to evaluate an analyst's handling of a call, the analyst should be provided with a checklist of what constitutes a successful call, prior to being evaluated.

True

(T/F) Instead of relating information over the phone, a service desk analyst may ask a customer to fax information, such as a form or a report that has an error message, so that the analyst can more accurately handle the incident.

True

(T/F) It is important to remember that difficult customer situations are the exception, not the rule.

True

(T/F) 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.

True

(T/F) When dealing with customers over the phone, consistency is particularly important because it builds trust between the analyst and customer, and it teaches customers what they can expect when they call.

True

(T/F)While a service desk analyst cannot control a customer's behavior, he can control his response to that behavior and develop skills to handle difficult situations.

True

Which is an effective method of dealing with chatterers? a. Restate their information and opinions. b. Sympathize with their complaints. c. Avoid encouraging them. d. Both B and C

Avoid encouraging them.

Which is a common mistake in customer service?

Delivering too much information.

Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately?

aggressive people

Which is true about best practice frameworks and standards? a. Most frameworks and standards consider processes critical to a successful IT department, therefore, lessening the responsibility of the service desk itself. b. Microsoft Operations Framework, the international standard for IT service management, guides organizations in improving their IT processes. c. Successful IT organizations purchase tools first and then design or redesign their processes to best utilize their tools and obtain meaningful data. d. Most process-related initiatives are handled as formal projects to ensure that all stakeholders are engaged and that desired outcomes are achieved.

Most process-related initiatives are handled as formal projects to ensure that all stakeholders are engaged and that desired outcomes are achieved.

If a customer is very angry, an analyst should _____. a. use a verbal nod of the head to indicate he is listening b. refrain from interrupting him c. let him vent d. All of the above

all of the above

In ITIL, which of the following is an example of an incident? a. an error message b. a user request to reset a password c. corrupt files d. a standard change

an error message

What is the service provided by a long distance phone company that identifies the telephone number of the person calling?

automatic number identification