Help Desk Study Guide

A

"Be willing" to a customer may mean _____. a. taking ownership of all incidents to closure b. resolving or escalating incidents within the required time c. maintaining a 5% monthly abandon rate d. responding to voice mail messages within 30 minutes

C

A(n) ____ service desk responds to questions, distributes information, and handles incidents and service requests for its company's employees. a. global b. external c. internal d. local

C

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of ____. a. imaging b. a mental side trip c. "third ear" syndrome d. distractions

D

ITIL considers the ____ responsible for handling service requests and communications with customers. a. incident management team b. problem management team c. call center d. service desk

D

If a customer is very angry, an analyst should _____. a. use a verbal nod of the head to indicate he is listening b. refrain from interrupting him c. let him vent d. All of the above

A

In ITIL, which of the following is an example of an incident? a. an error message b. a user request to reset a password c. corrupt files d. a standard change

A

Incident management, problem management, request fulfillment, and access management are examples of____. a. processes b. procedures c. groups d. functions

A

One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions. a. checklists b. Microsoft's Technet c. FAQs d. technical web sites

A

Results that customers consider reasonable or due to them are called _____. a. expectations b. value c. perceptions d. service levels

D

The term referring to the wide range of services that enable people and companies to continuously use the computing technology they acquired or developed is known as ____. a. customer support b. support services c. user support d. technical support

False

True or False: A caring attitude refers to the service desk's ability to be available when customers need help and make it easy for customers to obtain help.

False

True or False: A common best practice for service desks is to discourage complaints as complaints are typically biased customer opinions and are not useful in helping service desks improve.

False

True or False: A current trend within a trend is for major incidents to be handled by the major incident investigation team, a defined team of experts who are on call 24x7.

False

True or False: A process engineer develops and oversees the knowledge management process.

True

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

False

True or False: Due to increasingly better technology, the need for technical support has decreased.

True

True or False: Front-line service provider positions include dispatcher, level one analyst, and level one specialist.

False

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

True

True or False: One of the challenges facing today's service desks is integrating the various tools, such as automatic call distributors, e-mail response systems, and Web-based systems, needed to capture data.

True

True or False: Outsourcing is when companies have services provided by an outside supplier, instead of providing them in-house.

True

True or False: Studies Indicate the we usually listen using about 25% of our listening capacity

False

True or False: Technical skills are the most important of the principal service desk skills needed for an analyst to be successful.

False

True or False: The term Web center is now being used to refer to a call center that uses e-mail and the Web, in addition to the phone, to communicate with customers.

True

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

True

True or False: When interacting with complainers, empathize but do not necessarily sympathize with the customer's complaint.

D

What does the acronym ACD stand for? a. Attendant Call Distributor b. Answering Call Identification c. Available Call Diagnostic d. Automatic Call Distributor

D

What is a service desk? a. A phone line used by people who need technical support. b. A group of people who resolve incidents. c. A place where telephone calls are made, or received, in high volume. d. A single point of contact within a company for managing customer incidents and service requests.

B

What is the importance of a customer service value chain? a. It illustrates that whether a service desk is supporting internal or external customers that analysts must focus on providing excellent customer service. b. It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers. c. It shows the flow of activities that should be followed by service desk analysts to provide value to all customers, whether they are internal or external. d. All of the above.

B

What is the most common way to build rapport with a customer? a. Use a standard, polite greeting when answering the phone. b. Listen for the customer's name and use it respectfully during the remainder of your conversation. c. Answer the phone promptly. d. Ask the customer how you may help them.

D

What is the number one reason that customers choose to do business with another company? a. They moved away. b. They formed new relationships. c. They were dissatisfied with the product. d. They felt an attitude of indifference.

B

What kind of survey asks customers for feedback about all calls they made to the service desk during a certain time period? a. performance survey b. overall satisfaction survey c. event-driven survey d. incident survey

C

When communicating face-to-face, nonverbal qualities make up ____ percent of the conversation. a. 20 b. 25 c. 55 d. 75

B

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support? a. computer telephony integration b. skills-based routing c. screen pop d. voice response routing

B

Which is a primary characteristic of a world class company? a. It has customers all over the world. b. It achieves and sustains high levels of customer satisfaction. c. It provides 24x7 support. d. All of the above

B

Which is correct? a. The customer is always right. b. Service desk analysts should learn to strike all negative phrases from their vocabulary. c. Satisfied customers are always loyal. d. All of the above.

D

Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? a. expectations b. cost c. customer service factor d. value

C

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? a. technical support b. product support c. customer support d. user support

C

Which types of skills include managing stress and time and continuously learning new skills? a. time management skills b. soft skills c. self-management skills d. organizational skills

D

Why are metrics important to a service desk? a. They ensure that the service desk understands the customers' expectations. b. They measure the services desk's responsiveness and its ability to demonstrate a caring attitude and skill. c. They provide service desk analysts the information needed to determine what else they can do to satisfy their customers. d. All of the above.

C

Historically, service desks have been ____ centers, in which the budget items required to run the service desk are considered an expense to the company. a. independent b. profit c. cost d. external

A

ITIL defines ____ as the effect an incident is having on the business. a. impact b. priority c. urgency d. severity