Help Desk Final (Chapter 1 - 11) T&F
True or False? The primary goal of technical writing is to entertain readers and hold their interest.
False
True or False? Wrist and finger pain is usually the result of a mouse that needs maintenance.
False
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? All users prefer online documentation to printed documentation because accessing necessary information is easier.
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? 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? 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? 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? 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? 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 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 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? 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? One of the goals of incident management is to help users be more self-reliant.
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? 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? 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? 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? 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? 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? The percentage of incidents that cannot be resolved during the incident management process is frequently zero.
False
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 best performance objective for a training session specify how well a trainee needs to be able to perform a task.
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? Trainers often discover that more short breaks during a training session are preferable to fewer long breaks.
True
True or False? in an end-user needs assessment project, software requirements should generally be considered first, followed by hardware needs.
True