Help desk

The service desk should provide: a. a place to report help desk problems b. personnel responsible only for hardware issues c. physical location to report issues d. costumers with a single point of contact

d. costumers with a single point of contact

WHat is the purpose of product Quality Assurance? a. issue accountability b. deployment scheduling c. availability d. functioning as intended

d. functioning as intended

Acd represents a soluting involving: a. software only b. hardware only c. neither hardware not software d. hardware and software

d. hardware and software

Customer satisfaction surveys: a. do not represent accurate views of people b. are only used to assign blame c. are too expensive d. help ensure expectations are being met

d. help ensure expectations are being met

ITSM is the acronym for what process improvement system? a. infrastructure technology system management b. infrastructure technology service management c. information technology system management d. information technology service management

d. information technology service management

What would best encourage a customer to talk about the problem? a. technical jargon b. closed questions c. personal questions d. open-ended questions

d. open-ended questions

What type of data must be protected? a. general phone #s b. marketing materials c. department addresses d. personal information

d. personal information

When dealing with customers' emotions it is important to express all but which one of these to show understanding? a. reiteration b. acknowledgement c. concern d. point of conflict

d. point of conflict

Low customer satisfaction is a result of: a. talk time b. agent availability c. high production d. poor service

d. poor service

Providing status updates to your supervisor: a. increases the # of inbound calls b. is required by the SLA c. has no effect on call volume d. reduces the # of inbound calls

d. reduces the # of inbound calls

Why is confidence important in dealing with others? a. increases first contact resolution b. minimizes customer conflict c. minimizes call time d. shows confidence and establishes credibility

d. shows confidence and establishes credibility

CUSTOMERS of a help desk include: a. current customers b employees c past customers d staff management

d. staff management

Good help desk organization does *not* increase: a. time management b. quality of service c. techincal support capability d. support cost

d. support cost

Which one is a term used in issue tracking systems to refer to a user reported problem? a. log b. incident c. report d. ticket

d. ticket

which one of these incident management responsibilities belongs to CSR? a. ensures compliances with process standards b. produce performance report c. define process standards d.owns the incident

d.owns the incident

An Operational Level Agreement is between: a.internal departments within an organization b. an network and an end user device c. a customer and a service provider d. a network group and an outside customer

a.internal departments within an organization

What is the main goal of the help desk? a.provide consistent quality of service b give each customer a quick answer c answer calls within 3 rings d. forward calls to management

a.provide consistent quality of service

The difference between customer expectation and perception is called the a. Service gap b customer performance gap c expectation gap d perception gap

b customer performance gap

The area of mathematics that is applied to Call Center models is: a. chaos b queuing theory c random d probability

b queuing theory

Keys to meeting customer expectation do *not* include a customer appreciation b speed c creative problem solving d persistance

b speed

ITIL was a set of standards created by which country? a. US b. ENgland c. Japan d. non was created as a global IT standard

b. ENgland

Which is an acceptable response to request a customer to repeat a statement? a. you were not clear. b. I am sorry, I am afraid I missed that part of what you said. c. I am sorry, I could not understand you. d. What did you say?

b. I am sorry, I am afraid I missed that part of what you said.

Telephone systems using Plain old telephone system (POTS) are technically known as: a. Public Network TELEPHONE SYSTEMS b. Public Switch Telephone Networks c. Digital Network Telephone Systems d. Vooice over Cable Networks

b. Public Switch Telephone Networks

Which one is the most important to consider when setting incident priority? a. urgency for a resolution location of the customer b location of customer c incident complexity d availability of a work around

d availability of a work around

A character quality for a good customer service employee would be: a conforms rigidly to policy b slow and methodical c individualism d motivated to serve

d motivated to serve

WHich one of these is not a trigger phrase? a. I don't know b. That is not in my area c. Our policy is d. Here is what I can do

d. Here is what I can do

The service desk is a part of the: a. HR department b. maintenance c. development d. IT department

d. IT department

Which of the following utilities would be used to change Windows startup options? a. Chkdsk b. Defrag c. Ntbackup d. Msconfig

d. Msconfig

Self-healing tools wokr from: a. user side b. Internet connection c. direct network connection d. host (help desk) side

a. user side

When responding to calls, the help desk personnel often use: a company defined scripts b transcripts from previous calls c generic scripts d call templates

a company defined scripts

At what speed does the average person speak in words per minute a. 120-160 b. 70-90 c. 160-200 d.90-120

a. 120-160

ITIL standards were first purposed in which decade? a. 1980s b. 90s c. 70s d. 60s

a. 1980s

The help desk is considered to be part of a company's : a. Customer Relationship Management System b. IT infrastructure c. Sales Department d. Resource Management system

a. Customer Relationship Management System

All of the below phrases should be avoided as having no meaning except: a. I'll check that b. basically c. sort of d. actually

a. I'll check that

The customer's tone of voice changes from positive to negative, this is most likely a sign that: a. a conflict is developing b. the customer is happy c. the customer has become unfocused d. the customer ask related questions

a. a conflict is developing

WHat action defines excellent customer service? a. actively listening to a customer's problems and concerns b. bragging about accomplishments c. feeling sorrow for your customers d. performing unrelated tasks while listening to the customer

a. actively listening to a customer's problems and concerns

The service desk can provide access through all but: a. advertising b. e-mail c. web sites d. toll free phone #s

a. advertising

The virtual call center can include: a. all answers are correct b. call forwarding to employees working from home c. outsourcing d. automated attendants

a. all answers are correct

WHen leaving a phone message it is important to include: a. all should be included b. a statement of purpose c. identifying yourself d. greeting

a. all should be included

Active listening does not include: a. asking questions b. being prepared c. providing feedback d, paying attention

a. asking questions

WHich one of the following is not managed by Release Management? a. budget b. issues c. defect monitoring d. deployment

a. budget

Which is not a benefit derived from a help desk implementation? a. cost analysis b. technical problems analysis c. user preferences analysis d. user satisfaction analysis

a. cost analysis

WHat is the most important reason for logging incidents? a. creates an audit trail b. redirects blame c. creates a database d. proves you were right

a. creates an audit trail

A service level agreement is a service contract between: a. customer and service providers b. a network device and an end user device c. any 2 devices that communicate over a port of connection d. a network device and a router

a. customer and service providers

How can active listening help? a. gives a better understanding of the problem b. increases work time c. increases talk time d. lowers customer expectations

a. gives a better understanding of the problem

What is the purpose of incident monitoring? a. identify areas for improvement b. authorize users to download pirated solution c. confirm change in management d. facilitate task management

a. identify areas for improvement

ITIL is an acronym for what ITSM standard? a. information technology infrastructure library b. infrastructure troubleshooting information library c. infrastructure technology information library d. information troubleshooting infrastructure library

a. information technology infrastructure library

Which would give customers a positive impression of the help desk? a. keeping them informed about the steps being taken to resolve their problems b. transferring call to another person c. correcting their mistakes d. criticizing the customers

a. keeping them informed about the steps being taken to resolve their problems

Your help desk desires to become a model for best practices, what is the main source of information regarding best practices? a knowledge centered support b management meeting c HR d INternet

a. knowledge centered support

When you place a customer on hold: a. provide a valid reason for doing so b. work on something else more important c. document the incident record during the cell d. go to lunch

a. provide a valid reason for doing so

A closed question is used to: a. receive a short response b. increase talk time c. lead into another question d. seek elaboration

a. receive a short response

WHat's the best reason to use a standard greeting when answering the help desk telephone? a set expectations for the call b required in documentation c save time d required by management

a. set expectations for the call

The request fulfillment process involves what type of request? a. standard change service request b. high-risk service requests c. custom service requests d. incident management

a. standard change service request

If you can't handle a problem, it's best to: a. transfer the problem to a specialist b. hang up on the call c. document the problem d. tell them you'll call back

a. transfer the problem to a specialist

When a resolution is found to a new issue, which one of following is advised? a. issue a company directive related to the problem b. add Knowledge Base description of the issue and its resolution c. e-mail all Help Desk personnel as to resolution d. keep it to yourself no one likes a 'know it all'

b. add Knowledge Base description of the issue and its resolution

The higher level issues are often handled with the use of: a. expert personnel related to the specific issue b. all answers are correct c. diagnostic hardware d. group strategy consultation

b. all answers are correct

Which one of the following is a best practice for reducing conflict? a. ask the customer to repeat that they said b. allow the customer to vent c. direct them to manufacturer;s support documentation d. place them on hold or hang up

b. allow the customer to vent

Computer Telephony Integration involves: a. connecting computers and telephone #s b. connecting computers and telephones c. connecting computer networks and telephones d. conecting computers and smartphones

b. connecting computers and telephones

WHat is the most important factor of determining the priority of an incident? a. impact on you as an employee b. cost and impact on business c. impact on management d. impact on help desk

b. cost and impact on business

A computer facility where all hardware, peripherals, software, data, and operating staff are dispersed throughout an organization where the people who use them are located is _____ facility. a. none of the answers are correct b. decentralized c. distributed d. centralized

b. decentralized

Help desk metrics are used to record: a. peak capacity of the phone system b. events related to a customer's SLA c. fault tolerances of the system d. overall load on phone system

b. events related to a customer's SLA

An operational level agreement is an agreement between: a. IT and customers b. first level support and other support departments c. vendors d. IT support staff and IT management

b. first level support and other support departments

The main focus of managing a call is a. multitasking during calls b. getting the problem resolved c. rushing customers off the phone d. spending a lot of time on a call

b. getting the problem resolved

What would be considered a positive service attitude a. telling customers jokes b. giving full attention to the customer c. answering calls quickly d. calling customers back to ensure the problems are connected

b. giving full attention to the customer

Structured grades for assigning an issue in a help desk system is most often referred to as a: a. tier b. level c. rank d. grade

b. level

WHen dealing with an abusive customer always: a. show sympathy b. maintain professionalism c.transfer the call to HR d. hang up

b. maintain professionalism

Change management is a process used to control: a. logging the effects changes have on an organization b. methodology for planned deployment of company changes c. monitor changes over time within an organization d. control amount of changes based on reported issues

b. methodology for planned deployment of company changes

Which one of the following is the best reason for documentation? a. enforce workplace culture b. provide consistent service c. prevents customers for receiving special treatment d. keep you occupied during down or silent time

b. provide consistent service

Automatic call distribution handles: a. prioritizing incoming calls b. routing for incoming calls c. balancing of call loads d. tracking of incoming calls

b. routing for incoming calls

Cross-sellig refers to the practice of: a. tracking data of sales when purchases required by other purchase ( ink cartridge sales base on printer sales) b. selling a customer a substitute product instead of what they intended to purchase c. artificially increasing sales by separating bulk sells in individual purchases d. sales based on the requirements of another purchase

b. selling a customer a substitute product instead of what they intended to purchase

Up-selling refers to the practice: a. artificially increasing sales by separating bulk sells in individual purchases b. selling a customer more then they intended by means of upgrades c. tracking data of sales when services are running @ 100% d. sales based on the contractual agreement to provide continuous service (Up time)

b. selling a customer more then they intended by means of upgrades

Confidence is demonstrated during an incident by: a. hanging up on the call b. taking ownership of the incident c. using a monotone passive voice d. forwarding the call

b. taking ownership of the incident

Why would you paraphrase? a. to tell the customer what they should have done b. to let the customer know you understand them c. to repeat the problem word for word to the customer d. to increase customer knowledge of technical terms

b. to let the customer know you understand them

How do you encourage a customer to use the support Web site? a. tell them that the answer is in the internet b. walk them through the process on the Web site d. send them an e-mail w/a URL

b. walk them through the process on the Web site d. send them an e-ma

Approximately how much time does the average person spend linstening in a day? a. 55% b.70% c.60% d.80%

b.70%

A problem is: a. not that serious and can be handled w/o a time frame b.an incident for which a cause has not yet been discovered c. a supervisor level issue d. an incident with a known solution

b.an incident for which a cause has not yet been discovered

The help desk should operate as a an outsourced entity b an isolated group w/ separate policies to avoid company bias c an integral enterprise- wide part of the company d an overseer of development departments to stay ahead of issues

c an integral enterprise- wide part of the company

THe first step in processing a use report is to a get software configuration b get user data c confirm the problem d get equipment specs

c confirm the problem

The primary difference between PBX and ACD phone systems is: a. PBX has a more robust set of available options b. PBX has less features but is more cost efficient c. ACD handles high volumes queuing d. ACD has a more robust set of available options but cannot handle as many calls

c. ACD handles high volumes queuing

Which one of the following best defines the term process management? a. set of rules that can never be changed b. a formal concept c. accomplishing a task that can be tested, reported and improved d. a barrier on employee creativity

c. accomplishing a task that can be tested, reported and improved

The best reason for documenting resolutions is that it: a. defines services provided b. prevents customers from becoming upset c. allows you to be proactive in similar situations d. gives you more free time

c. allows you to be proactive in similar situations

The request fulfillment process can involve: a. specific user resolution b. an emergency release c. an automated service request d. custom service requests

c. an automated service request

When customers attempt to solve problems on their own: a. tell them they did everything wrong b. tell your co-workers and friends c. ask them questions about what they did d. laugh at the customers

c. ask them questions about what they did

WHat is the best way to use silent time? a. check your e-mail and play on your phone b. work on other problems c. build trust and rapport w/ your customer d. run to the bathroom

c. build trust and rapport w/ your customer

The incident management process is responsible for all these expect; a. resolving customer problems b. passing service request to appropriate support groups c. categorizing incidents for reporting d. routing unresolved incidents

c. categorizing incidents for reporting

After a problem has been confirmed, the help desk person should: a. refer to knowledge base b. use experience to resolve problem as quickly as possible c. create an issue using company procedures d. escalate to proper technician

c. create an issue using company procedures

Generally the most important issues are given what severity level? a. doomed b. serious c. critical d. urgent

c. critical

WHat is the best way to deal with an angry customer? a. defend yourself b. hang up and send an e-mail c. do not interrupt the customer d. forward to management

c. do not interrupt the customer

What is the purpose of product Quality Assurance? a. issue accountability b. availability c. functioning as intended d. deployment scheduling

c. functioning as intended

What is your main goal in working the help desk? a. listen to customers problems b. browse the Internet c. help costumers with technical issues they face d. socialize with clients or customers

c. help costumers with technical issues they face

If you share a computer with another employee, you should avoid: a. log daily activities b. shutting the computer down c. installing personal software d. labeling personal items

c. installing personal software

What provides better info to customers and lowers the cost of support? a. problem management b. incident management c. knowledge management d. staff management

c. knowledge management

WHich one of the following is a best practice for call management? a. forward the call to management b. ask the customer to e-mail you c. listen to the customer describe the problem d. provide the customer with the SLA

c. listen to the customer describe the problem

Why would you maintain confidentiality in the work place? a. meet help desk targets and goals b. shield management from blame c. protect customers form embarrassment d. prevent others form knowing your skill level

c. protect customers form embarrassment

WHy do help desk centers have security policies? a. monitor calls b. detect network faults c. protect data integrity d. incident monitoring

c. protect data integrity

Which is not a benefit of adopting ITIL standards? a. reduced costs b. improved use of skills and experience c. redistribution of IT assets d. improved productivity

c. redistribution of IT assets

The act of accessing a user's machine by means of an outside connection is known as: a. spoofing b. hijacking c. remoting d. cloning

c. remoting

The purpose of incident management is to: a. log calls b. manage the SLA c. restore normal service d. manage normal service

c. restore normal service

Help desk support is generally not provided by the use of: a. web sites b. e-mail c. social media d. phone

c. social media

Courtesy includes: a. speaking clearly b. making any suggestion that might help the customer c. taking a genuine interest d. interrupting only when needed

c. taking a genuine interest