Help Desk Mid-Term(All Quizzes)

The term referring to the wide range of services that enable people and companies to continuously use the information technology they acquired or developed is known as ____.

technical support

Which type of narrative is commonly used in technical writing?

third-person

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

A knowledge base that customers may use to resolve incidents on their own. Ans: All of the above. Online forms to submit incidents and service requests. A link to live text chats with service desk analysts.

What is a form?

A predefined document that contains text or graphics users cannot change and areas in which users enter data.

Which is true about unsupported products?

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

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

Capture data necessary to create accurate and useful information.

Which is true?

Companies that need to provide global support but lack a large support staff may opt to have a single global service desk.

Which statement is correct?

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

Which is an example of using CTI?

Facilitating fax server transmissions. Giving a 911 operator the address of the emergency. Displaying a previous order to the sales representative. Ans: All of the above.

24x7 support means that service desk analysts must be on site at all times.

False

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

False

A workaround is considered the final resolution to an incident; once it is implemented, and the customer is happy, the call should be closed.

False

Aggressive people never volunteer opinions or comments.

False

An estimated fix time is the time frame within which the support organization is expected to resolve an incident.

False

Due to increasingly better technology, the need for technical support has decreased.

False

Email and Internet-based support services are expected to increase considerably in the coming years; therefore, the telephone's role will be much reduced, if used at all.

False

Empathy is one of the three critical factors discussed in this chapter that makes up your tone of voice.

False

If an analyst has exhausted all of his resources, it is appropriate to tell a customer that "There's nothing else I can do."

False

If you nod during a conversation and give the speaker a sense of confidence that he's been heard, you are practicing passive listening.

False

Incident surveys are customer satisfaction surveys that ask customers for feedback on a single, recent incident.

False

Knowing what to say is much more complex than knowing how to say it.

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

Some ACD systems use an automated attendant to greet callers when all service desk analysts are busy and can provide valuable information, such as answers to routine questions, as customers wait on hold.

False

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

False

Typically, impact and priority combine to determine the urgency of an incident.

False

Voice over Internet Protocol is an automated form of taking messages from callers.

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.

False

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

Which is appropriate when a customer asks to speak to an analyst who is unavailable?

Inform the customer that the analyst is unavailable and ask if you may help the customer.

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

Jumping ahead

____ is the application of information along with people's experiences, ideas, and judgments.

Knowledge

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.

____ is/are consistently cited as the most important skill(s) for a support person.

Listening

Which is true about voice pitch?

Low-pitched voices are associated with someone who is in control.

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.

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

Priority

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.

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

Service Level Agreements

Which is an example of passive listening?

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

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?

They felt an attitude of indifference.

Why are knowledge management systems beneficial to service desk analysts?

They improve the consistency of resolutions. Ans: All of the above. They reduce the number of escalations to the second level. They help improve analysts' problem-solving skills.

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

Tone of voice

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

True

A call center is a place where telephone calls are made or received in high volume.

True

Data that is organized in a meaningful way is known as information.

True

Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

True

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

True

If a customer leaves a voice mail message for the service desk, an analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled.

True

If all analysts are busy, most phone systems place the customer in a queue and play a message indicating that all analysts are busy.

True

If an analyst cannot tell a customer when he should expect a resolution, the analyst should give the customer a timeframe within which he can expect an update on the call's status.

True

In addition to enabling an analyst to obtain the details of a customer's incident or service request, skillful listening also enables analysts to learn ways that a company's products and services can be enhanced and improved.

True

One tip to avoid mental side trips preventing your ability to listen is to keep paper and pen nearby to write down items you don't want to forget.

True

Service desks that respond to calls in a consistent manner are perceived as more professional than those that do not.

True

Skill refers to the service desk's ability to quickly and correctly resolve customer incidents and service requests.

True

Studies indicate that we usually listen using about 25% of our listening capacity.

True

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

True

The goal of a multi-level support model is to have the service desk resolve as many incidents as possible at level one.

True

To increase customer satisfaction with VRUs, there should be no more than four menu options, callers should have the option to repeat the menu options, go back to the previous menu, cancel input, and callers should be able to speak to an analyst.

True

Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.

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.

True

When hiring people for front-line positions, companies look for people with positive, can do attitudes who genuinely enjoy helping other people and solving problems.

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.

True

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.

True

When is it appropriate to interrupt a customer?

When he is being abusive.

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.

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

Wisdom

Who is responsible for maintaining a knowledge management system?

a knowledge engineer

In ITIL, which of the following is an example of an incident?

an error message

When dealing with unsupported products, some companies establish a(n) _____ policy, with an established time limit for assisting customers.

best effort

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

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

hyperlink

What kind of survey involves asking customers for feedback about all contacts with the service desk during a certain period of time?

overall satisfaction survey

Some organizations adopt a commercially available ____ which provides guidance on topics such as punctuation and grammar usage.

style guide

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

What is a service desk?

A single point of contact within a company for managing customer incidents and service requests.

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

When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct.

False

A known error is a problem that has a documented root cause and a workaround.

True

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

True

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

True

Communication is the exchange of thoughts, messages, and information.

True

Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the support services being offered.

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.

True

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

available

According to this chapter, you and your customers are bilingual; you both speak ____.

business and technology

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

caller identification

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

content management system

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?

customer support

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

Results that customers consider reasonable or due to them are called _____.

expectations

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.

extranet

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

What does the acronym ACD stand for?

Automatic Call Distributor

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?

requirements report

Which types of skills include managing stress and time and continuously learning new skills?

self-management skills

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

service desk

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support?

skills-based routing