Help Desk Final (Chapter 1 - 11) ALL
Which of these is not an example of a difficult support problem?
a problem a support worker has not seen before, a problem involving an angry caller, a problem for which the solution is not obvious
A revision to a software package that contains a collection of patches to fix documented problems with a program is called:
a service pack
ITIL is:
a set of industry best practices
A successful troubleshooter recognizes a dead end (or block in progress) as:
an opportunity to look at other alternatives
Computer product standards are often defined by:
an organization's computer culture, early adopters of technology, a product standards committee
Which of the following electrical devices contains a battery backup?
an uninterrupted power supply
Most hardware problems occur:
at the time a component is purchased and installed
Performance problems in a computer system are usually due to:
both hardware and software problems
A(n) _____ is a plan prepared by a help desk manager to describe the costs to provide support services.
budget
A troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called ____.
decision making
A(n) _____ is the end result of an analysis project that recommends purchase, modification, upgrade, or construction of a system.
deliverable
A(n) _____ tried to answer the question: "What steps will an organization take in the event an emergency occurs?"
disaster recovery, contingency plan
The display screen connected to a computer system should be located so a user looks:
down slightly
To avoid jargon, a technical writer might substitute a word(s) such as ______ for head crash in the following sentence: Users frequently lose their data when there is a head crash on the file server.
driver error, disk error
Help desk software packages usually include tools to help _____, _____, and _____ manage problem incidents.
end users, help desk agents, support managers
An incident management step in which a problem is transferred to a support staff member who has greater experience or resources to handle difficult questions is:
escalation
Which of the following skill levels deals with performing a task effectively and efficiently?
expertise
A(n) _____ is a factor that an evaluator tries to eliminate from a side-by-side test of competing products because it could bias the test results.
extraneous variable
Nonverbal communication behaviors include posture, facial expression, ______, and ______.
eye contact, gestures, distance, voice quality
A common strategy for assigning a priority to help desk calls is:
first in, first out (FIFO)
A(n) _____ is a schematic diagram that uses symbols to represent the parts of a computer system.
flowchart
Which of the following aspects of help desk operation would you least expect to be covered in a help desk mission statement?
help desk fees for services
When support staff select office productivity software such as word processors or spreadsheet, they often use which decision strategy?
industry standard products
In a help desk patterned in the multilevel support model, what is the common title of workers at each level?
level 1: incident screener; level 2: product specialist; level 3: technical support; level 4: support manager
A software _____ is required to ensure that a software package can be legally installed on a system.
license, site license
A(n) ____ is a short document primarily intended to summarize material covered in a training session and promote recall.
reference sheet, handout
Facebook, LinkedIn, blogs and Twitter are examples of ______.
social media
Whether to use the form 'Plug-n-Play' or 'Plug-and-Play' in a document would likely be specified in a(n) _____.
style sheet
A network technology that uses authentication and encryption to connect remote users to a company server over the Internet is a(n) _____.
virtual private network (VPN)
Which of the following product evaluation methods uses several criteria of predefined importance to arrive at a numerical summary score for each competing product?
weighted point method
A procedure or method to accomplish the same result as a feature that does not work due to a big or other malfunction is called a(n) _____.
workaround
A reading level that is appropriate for most technical documentation is:
10-12th grade
What is the correct sequence of the following steps in the technical writing process? (1) proofread the document (2) generate a list of ideas (3) arrange for an outside reviewer (4) write a first draft
2 - 4 - 3 - 1
Which sequence of numbers represents the correct order of the following four steps in the user needs analysis process? (1.) investigate alternatives to the current system; (2.) make a build-versus-buy decision; (3.) identify sources of information; (4.) understand the organization's goals
4 - 3 - 2 - 1
____ adopted by organizations often describe how users are permitted to use their computers, what users are not allowed to do, and the consequences or penalties for unauthorized or illegal use.
Acceptable use policies
Which of the Following not a primary strategy for a support organization that aims for customer service excellence?
Agree to any demand a client makes
Which of the following letter sequences represents the order of steps in the request for proposal process? (A) send RFP to vendors (B) develop product specification (C) evaluate RFP reponses against criteria (D) define selection criteria
B - D - A - C
______ is a method used to generate a list of potential ideas or topics to include in a document.
Brainstorming
Describe a recent trend in help desk operation and briefly explain how it will impact help desk agents in the future.
Changes in off-shore outsourcing; employer demand for certified workers; acceptance of telecommuting work style; industry best practices; pressure to reduce support costs; web support protals; quantitative metrics; resources for security; help desk software integration
_____ is a skill level in which a trainee learns the basic vocabulary needed to communicate with others.
Concepts level
Which listening type focuses on learning about the knowledge level and emotional state of the user?
Discriminative
_____ is a problem-solving tool that involves a difficult or complex problem being referred to a higher-level support person for resolution.
Escalation
True or False? A computer system that operates at some level, but not as efficiently as it should, is called vaporware.
False
True or False? A customer-service ethic is an organization-wide commitment that the client is always right.
False
True or False? A first-time trainer should read notes and slides to trainees in order to avoid making a mistake or omitting important material.
False
True or False? A hypertext link in a document is a word or phrase that uses a fancy Word Art format to draw attention to the text.
False
True or False? A payroll clerk should make the final decision about whether or not a new payroll software package is needed.
False
True or False? A priority code indicates how easy or difficult a dispatcher thinks an incident will be to resolve.
False
True or False? A successful support worker is one who has learned from experience how to manipulate a user's behavior to make the user more productive.
False
True or False? A support specialist who installs an application software package must edit the system Registry and configuration files manually before the software will operate correctly.
False
True or False? An automated incident tracking system is primarily useful in a large help desk operation, but is of very limited or no use in a small help desk operation.
False
True or False? As a general rule, dominance in the software industry does not change over time; the best-selling products in the early 1980s are still the best-selling products today.
False
True or False? Because the default font in most word processors is a sans serif typeface, technical writers should use the default in the body text to improve a document's readability.
False
True or False? By the early 1980s, hardware and software for personal computers were standardized in most organizations.
False
True or False? By the time a software package has gone through extensive testing and quality assurance, all the bugs have generally been eliminated.
False
True or False? Due to the popularity of self-guided training materials and online interactive training delivery systems, the role of support specialists as trainers is likely to disappear in the next few years.
False
True or False? Effective trainers often cover bells-and-whistle features in a software package to pique trainees' interests.
False
True or False? Empathy means a user support agent takes ownership and responsibility for a user's problem.
False
True or False? Every help desk incident, no matter what kind, goes through all 12 steps of the incident management process described in the chapter, even is some of the steps do not apply.
False
True or False? Experienced trainers agree that most trainees learn best by watching a demonstration.
False
True or False? Freeware and open source are two ways of referring to the same kinds of software.
False
True or False? Good technical documents should provide a reader with everything they would ever want to know about a topic.
False
True or False? Help desk industry certification is now essentially a requirement for any user support position.
False
True or False? In order to avoid bias and favoritism, product evaluation and selection decisions are usually made by user support staff working independently of other workers.
False
True or False? Incident management and call management are terms that mean the same thing.
False
True or False? Industry standard computer products are those selected by a panel of industry experts for use in most organizations.
False
True or False? Most computer hardware components function well, even if the quality of electrical power is very poor.
False
True or False? Most hardware problems are the result of component failures due to incorrect voltages in a computer system.
False
True or False? One difference between end users and computer professionals is that the latter do not make mistakes while using a computer.
False
True or False? Organizations that treat user support as a profit center may have difficulty justifying the cost of support services.
False
True or False? Plug and Ply-compatible hardware guarantees that users will not experience installation problems with new or upgrade hardware.
False
True or False? Problem solving, critical thinking, and decision making are different names for the same skill.
False
True or False? Root cause analysis is a troubleshooting strategy designed to eliminate symptoms of a problem.
False
True or False? Scripts designed to guide a user support agent through an incident should be memorized or read verbatim to a user to avoid mistakes.
False
True or False? The build-versus-buy decision in a needs analysis project applies primarily to computer hardware.
False
True or False? The following example of a list illustrates good parallel structure: 1. Move the mouse pointer to the button of your choice. 2. Next, click the button on the mouse. 3. You then click on "OK".
False
True or False? The goals and objectives of an organization are usually long-term and do not normally impact decisions about a user's immediate needs for computer systems and services
False
True or False? The percentage of incidents that cannot be resolved during the incident management process is frequently zero.
False
True or False? The primary goal of technical writing is to entertain readers and hold their interest.
False
True or False? The purpose of client feedback features in a help desk software package is to make it easier for managers to terminate support agents with poor customer service skills.
False
True or False? To restate a problem description using the user's exact words is called paraphrasing.
False
True or False? Training is a teaching and learning process that aims to develop conceptual understanding and long-term thinking skills.
False
True or False? Troubleshooting computer problems is a fixed sequence of steps a support agent follows from the initial problem description to the resolved problem.
False
True or False? Unlike a question in a knowledge and skills test, there is only one correct answer to a scenario question in a job interview.
False
True or False? Wrist and finger pain is usually the result of a mouse that needs maintenance.
False
_____ is often the result of the personal characteristics of a worker not matching the requirement of a position.
Job stress
_____ is a training approach that matched the needs of each individual trainee with an information-acquisition strategy in order to achieve the most effective training results.
Learning styles
Rebooting a system in an attempt to fix a problem is an example of which of these problem-solving strategies?
Look for a simple, obvious fix
_____ materials combine text, images, animation, and sound in training delivery system.
Multimedia
Which of these is not a recommended incident management strategy for support agents?
Never admit that you are not sure
______ are an attempt to strike a reasonable balance between "select only this product" and "buy anything you want."
Product standards
_____ are selection criteria that are neither measurable nor repeatable in an evaluation of competing computer products.
Subjective criteria
Which of these is not a strategy for effective listening?
Talk to fill awkward silences
Which statement accurately describe the costs associated with computer-based delivery methods?
The development cost is high, but the cost per user is low.
Which listening type focuses on opportunities to empathize with the user and provide positive support?
Therapeutic
_____ copies of new software packages may have limited features or operate for a limited trial period, and are not allowed to do, and the consequences or penalties for unauthorized or illegal use.
Trials, evaluation, demonstration
True or False? A Gantt chart allows a project manager to ask what-if questions about how changes in resources impact the timeline of a project.
True
True or False? A benchmark test of competing products is designed to use objective evaluation criteria instead of an evaluator's personal opinions.
True
True or False? A cost center is a help desk operation that has an expense budget, but no offsetting income budget.
True
True or False? A cost-benefit analysis is often in the form of a side-by-side comparison of the expenses and payoffs associated with a potential solution.
True
True or False? A keyboard placed on the standard height office desk (30") can cause user discomfort because the angle of the user's wrists at the keyboard is unnatural.
True
True or False? A technical writer should use the same word to refer to an object or a concept throughout a document rather than a variety of different words that are synonyms.
True
True or False? A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is known to be operational is called module replacement.
True
True or False? A turnkey system is a package that includes hardware, software and support services from a single vendor.
True
True or False? An outside review of a technical document serves the same purpose as a beta test of a software package.
True
True or False? Change in case, font, indentation, and centering are format elements used to help the reader of a document understand its structure.
True
True or False? Communication skills are often more difficult for a new help desk agent to learn than technical skills or business skills.
True
True or False? Computer product standards originally emerged in order to reduce the cost to provide support for end users.
True
True or False? Effectively written user documents should result in a lower volume of user support calls and emails.
True
True or False? In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level.
True
True or False? Knowledge bases that have special search tools and other helps desk software features are called smart databases.
True
True or False? Nonverbal behaviors are often more important than the meaning of words in a communication.
True
True or False? Of the three essential communication skills, listening (or reading) comes before understanding and responding.
True
True or False? One goal of end-user training is to make users as self- reliant as possible in order to reduce their need for support.
True
True or False? Some problems that user support analysts investigate turn out to be organizational problems instead of technology problems.
True
True or False? Support managers often used recordings of monitored support calls to help workers identify areas where performance improvement is needed.
True
True or False? Support specialists may need to add to or delete from site installation checklists, such as those in chapter, because user and support needs change over time.
True
True or False? Telecommuting is working for an employer full- or part-time from a home office.
True
True or False? The employee selection process for a help desk position can be described as an attempt to find applicants with the knowledge, skills, and abilities that most closely match the position's requirements.
True
True or False? The larger the number of incompatible software packages an organization owns, the greater the cost to train and retrain workers.
True
True or False? To calculate the air conditioning requirements for computer equipment, an HVAC specialist considers that heat generated by both the computer equipment and its users.
True
True or False? Trainers often discover that more short breaks during a training session are preferable to fewer long breaks.
True
True or False? When making a decision about a new computer system or service, an organization must consider what is feasible in terms of time, staffing, money, and technology.
True
True or False? freeware and shareware may cause compatibility problems when installed because they may not be tested as extensively as commercial software.
True
True or False? in an end-user needs assessment project, software requirements should generally be considered first, followed by hardware needs.
True
List three resources a product evaluator might use to locate information about competing products.
Vendor literature, market information, web sites and user manuals; demonstration and evaluation products; product review articles; industry expert opinion; colleague opinion
Write a paraphrase for the following problem statement: "The screen on my PC is blank."
"You don't see any text or colors on your display?"
Of the sequences listed below, which shows the correct order of the steps in the incident management process: (1) authenticate the incident; (2) archive the incident; (3) log the incident; and (4) prioritize the problem
1 - 3 - 4 - 2
In the classification of skill levels listed below, what is the sequence in which the skills are usually built? (1.) basic skills, (2.) concepts, (3.) expertise, (4.) understanding
2 - 4 - 1 - 3
True or False? All users prefer online documentation to printed documentation because accessing necessary information is easier.
False
True or False? An end user who encounters a malfunctions CRT monitor should be encouraged by a support specialist to remove the case to check the fuse.
False
True or False? One of the goals of incident management is to help users be more self-reliant.
True
True or False? The best performance objective for a training session specify how well a trainee needs to be able to perform a task.
True
A support agent should make liberal use of the word:
We
During _______, a computer system is operated nonstop for a 48- to 72-hour period to give marginal components a chance to fail.
a burn-in test
A(n) _____ considers whether to purchase a system off-the-shelf or construct one from scratch.
build-versus-buy decision
Which of the following training environments is generally the most cost-effective because the ratio of trainees to trainers is highest?
classes
A(n) _____ is a set of behavior guidelines that professional organization expects its members to follow.
code of ethical conduct
The information on a Web site should be expected to have all of the following characteristics except:
complete
Which of the following testing methods is commonly used in industry certification exams?
computer adaptive test
A mistmatch between the type of printer connected to a system and the installed software printer driver is an example of a:
configuration problem
A(n) _______ is a situation in which two software packages use system resources in different and incompatible ways.
conflict
A troubleshooter who observes that a suspected faulty modem does not work in computer A, but operates correctly in computer B, is confronted with a(n) _____.
contradiction
A mental model to help a computer troubleshooter understand and explain a problem situation is based on:
critical thinking
Stakeholders in a needs assessment project are most likely:
end users, managers, support analysts
_____ deals with how to design computer equipment and workspaces to minimize health problems and maximize worker safety, productivity, and job satisfaction.
ergonomics
A light source that may flicker at the same rate as a CRT display screen is a(n):
fluorescent light
The length times the width of a computer case is called its _____.
footprint
A support worker who uses a telephone extensively is likely to need to know how to put calls on hold and ______.
greet a caller, transfer a call, terminate a call
A user's first impression of a support agent usually comes from the:
greeting
Printed materials designed to be taken away by the trainees from a training session to refresh a user's memory are called _____.
handouts, reference sheets
Which of the following hardware devices is most likely to fail during the operation of a computer system?
hard drive
_____ is a well-defined, formal procedure that help desk staff follow to solve user problems.
incident management (or call management)
Computer components that cannon operate together in the same system are said to be:
incompatible
In the next decade, the U.S. labor market demand for user support workers is expected to:
increase
A primary purpose of help desk performance statistics is to:
justify the value and expense of help desk services
An organized collection of information, articles, procedures, tips, and problem solution is called a:
knowledge base
The ability to step back from a toubleshooting situation and analyze one's own thinking process is called _____.
metacognition
A narrative or diagram that explains the structure and operation of a new or existing computer system is called a:
model
A site management notebook is especially useful in:
multiple systems installed in an office or training facility
A substantially rewritten software package that contains major new features is called a(n):
new version
Briefly list three examples of interview situations that could be used to test a job applicant's stress tolerance.
noisy interview environment; interruptions; multiple interviews; overly technical questions
An increasing number of help desk incidents are handled:
on support web site
Which of the following forms of documentation often contain hyperlinks to related topics?
online help systems
A support Web site implementer uses four criteria to evaluate a client-friendly site: content, ______, ______, and mechanics.
organization, format
Which one of the following is not a step in the training process described in this chapter?
perform
A(n) ______ is a process to evaluate a help desk or support worker according to established criteria.
performance appraisal
A(n) ______ is a choice each support agent makes about how professional or casual, respectful or condescending, formal or informal, or terse or verbose they will be in their interactions with users.
personal communication style
_____ is an industry standard that helps the Windows operating system automatically recognize the configuration and operating characteristics of many hardware devices.
plug and play
A(n) _____ is an electrical device that permits a user to power on a computer system with one switch.
power strip, surge protector, sure suppressor
A(n) _____ is a project activity or step that must be completed before another task can begin.
predecessor task
A follow-up question a troubleshooter asks to get additional information about a problem situation is called a(n) ______.
probe
Which of the following learning methods results in the highest retention and trainee performance?
problem solve
A(n) _____ is a formal organization that represents the interests of a group of help desk professionals.
professional association
A(n) _____ is a written narrative that describes the objectives, scope, methods, participants, deliverables, and timeline for a needs assessment project.
project plan, charter
Which of the following is not a primary step in the needs analysis and assessment process?
purchase
A(n) _____ is a waiting line into which incoming calls are placed when they cannot be answered immediately.
queue
_____ is a tendency among users to want to get a new hardware or software product operational without reading the installation documentation.
quick start behavior
An antistatic wrist strap is designed to:
reduce the risk of damage to computer components
A document organization style in which all the information on a topic is pulled together in on place is called:
reference format
A(n) _____ is a database of hardware and software configuration information collected into one large file in a Windows system.
registry
A(n) _____ is a purchasing procedure that invites competing product vendors to submit product and price proposals for a system that meets specified needs.
request for proposal (RFP)
_____ is an activity in which trainees participate in a rehearsal or practice of a simulated work environment situation.
role play, role playing
Documentation that is organized as a step-by-step introduction to the features of a computer program is called a:
tutorial manual
Which of these is not an objective evaluation method for selecting a computer products?
user preferenes
Simplifying a problem situation by removing components from a configuration is a strategy to eliminate or reduce the number of _____ in a problem.
variables
A communication skill that confirms a troubleshooter's perception that a problem is fixed is:
verification
Before a computer is plugged into an outlet for the first time, the outlet should be checked:
with an LED tester
List three strategies for dealing with users who forget important information.
Written reminder note, save password in operating system, reference sheet, script, checklist
"Tell me about your educational background." is an example of:
a non directed question
In which category of help desk incidents does that following statement fall? "My computer runs slowly when I connect to the Web in the evening."
a problem
A questionnaire designed to measure the effectiveness of services among a sample of users is called:
a user satisfaction survey
The percentage of calls in which a user hangs up before support staff respond is called:
abandonment rate
In a cost-benefit analysis, the development or purchase of software is generally considered a(n):
acquisition cost
The strategy in which the listener is as engaged as the speaker in a communication is called:
active listening
A measure of the number of support calls that can be processed in a given time period, often used to determine staffing levels in a help desk operation, is:
an Erlang
A(n) ____ is an attempt to relate something a reader may be familiar with to something they need to know about.
analogy
The purpose of a preinstallation site visit is to:
anticipate possible installation problems
A(n) _____ is a telephone system that can answer calls, greet callers, provide menus, and route calls.
automatic call distributor (ACD)
_____ is a feature of an operating system or application program that periodically checks a vendor's Web site for modifications that can be downloaded and installed in a user's system.
automatic update
Which kind of interview question gives a job applicant an opportunity to describe what he or she did in a specific job situation?
behavioral question
A(n) _____ is an objective test or measurement used to evaluate the speed, capacity, capabilities, or productivity of competing computer products.
benchmark
In a user needs assessment project, the fact that an organization is uncomfortable with risks due to reliance on a new, untested software package would be considered as part of:
technological feasibility
One measure of whether a support agent understands a user's problem is whether they can express the problem in:
the support agent's own words
A ______ is a way to organize the commentary on a single topic in a discussion forum from oldest to newest, in an easy-to-follow format.
thread
Which of these assessment tools is aimed primarily at evaluating a trainer's effectiveness?
training evaluation surveys