Help Desk Chapter 4
Form
A predefined document that contains text or graphics users cannot change and areas in which users enter data.
Template
A predefined item that can be used to quickly create a standard document or email message.
Fuzzy Logic
A searching technique that presents all possible solutions that are similar to the search criteria.
Self-Service
A service that enables customers to help themselves.
Extranet
A website that is accessed via the internet that can be accessed by the public.
Fuzzy logic is a good searching technique to use when conflicting information exists or no match is present.
True
Since readers want to acquire information quickly, use numbered sequences or lists arranged in a logical order when writing technical documents.
True
Idiom
A group of words whose meaning is different that the meanings of the individual words.
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
Resolution
A definitive solution to an incident or service request.
Text Field
A field that accepts free-form information.
Internet
A global collection of computer networks that are linked to provide worldwide access to information.
Capture
Collect high quality data needed to create accurate and useful information.
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
Technical Writing
Involves writing documentation that explains technical issues in ways that nontechnical people can understand.
____ is the application of information along with people's experiences, ideas, and judgments.
Knowledge
Data
Raw facts that are not organized in a meaningful way.
Chat or Online Chat
Simultaneous text communication between two or more people via a computer.
Requirement
Something that is essential.
Hypermedia
Stores information in a graphical form.
Hypertext
Stores information in a non-graphical form.
Emoticons
Symbols used to convey feelings.
Hyperlinks or Links
Text or graphics in a hypertext or hypermedia document that allow readers to jump to a related idea.
Exchange
Where one email is received and another is sent.
Knowledge
The application of information along with peoples experiences, ideas, and judgments.
Case-Base Reasoning (CBR)
A searching technique that uses everyday language to ask users questions and interpret their answers.
Query By Example (QBE)
A searching technique that uses queries or questions to find records that match the specified search criteria.
Intranet
A secured privately maintained website that serves employees and that ca be accessed only by authorized personnel.
Style Guide
A set of standards for designing and writing documents.
Content Management System (CMS)
A software used to manage the content of a website.
Procedure
A step-by-step detailed set of instructions that describes how to perform the tasks in a process.
Chat speak
A term for the abbreviations and slang commonly used in email, IM and chat.
Data Field
An element of a database record in which one piece of data is stored.
Which of the following uses everyday language to ask users questions and interpret their answers?
CBR
Instant Messaging Systems
Enable two or more people communicate in real time on the internet.
Good writing skills are no more important for service desk analysts today than they were ten years ago.
False
Wisdom
The judicious application of knowledge.
Keyword Searching
The technique of finding indexed information by specifying a descriptive word or phrase.
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
Which is correct when writing e-mails to customers?
Use a meaningful subject line.