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- A script to handle a support incident has ____.
- Answers:
- a. a single sequence of questions and dialog from beginning to end
- b. a sequence of questions with one decision point
- Correctc. several sequences of questions with multiple decision points or paths
- d. none of the above
- Question 2
- 0 out of 1 points
- Incorrect
- Which of these responsibilities would you least expect to find in a position description for a user support specialist?
- Answers:
- Correcta. Operates a large-scale computer
- b. Troubleshoots problems
- c. Recommends product standards
- d. Installs hardware and software
- Question 3
- 0 out of 1 points
- Incorrect
- Computer software that helps a user enter, edit, format, store, and print text information is a ____.
- Answers:
- a. presentation graphics package
- Correctb. word processor
- c. computer game
- d. spreadsheet
- Question 4
- 0 out of 1 points
- Incorrect
- Which of these help desk positions is often staffed by an employee with programming or product development experience?
- Answers:
- a. incident screener
- b. support manager
- Correctc. technical support
- d. product specialist
- Question 5
- 0 out of 1 points
- Incorrect
- Excellent customer service in a support organization is based primarily on which of these factors?
- Answers:
- a. The ability to solve user problems
- b. The ability to communicate effectively with users
- Correctc. Both A and B
- d. Neither A nor B
- Question 6
- 0 out of 1 points
- Incorrect
- Which of the following kinds of questions is designed to determine whether a help desk job applicant has specific educational and work experience required for a position?
- Answers:
- a. Behavioral question
- b. Non-directed question
- Correctc. Directed question
- d. Scenario question
- Question 7
- 0 out of 1 points
- Incorrect
- Which of these can be examined for industry certification?
- Answers:
- a. Help desk and support agents
- b. User support groups
- c. IT professionals
- Correctd. Any of these
- Question 8
- 0 out of 1 points
- Incorrect
- A support agent should aim to use language that is ____ the language level that the user uses.
- Answers:
- a. slightly above
- b. at the same level as
- Correctc. slightly below
- d. none of the above
- Question 9
- 0 out of 1 points
- Incorrect
- A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing a(n) ____.
- Answers:
- Correcta. patch
- b. upgrade to the package
- c. new version of the package
- d. new release
- Question 10
- 0 out of 1 points
- Incorrect
- During the development of a first draft, a technical writer is probably least concerned with ____.
- Answers:
- Correcta. correct spelling
- b. topic sentences for paragraphs
- c. definitions of terms
- d. transitions between paragraphs
- Question 11
- 0 out of 1 points
- Incorrect
- Which of these is not a recommended incident management strategy for support agents?
- Answers:
- a. Teach user self-reliance.
- b. Say thanks.
- Correctc. Don’t admit that you’re wrong or don’t know.
- d. Ask goal-directed diagnostic questions.
- Question 12
- 0 out of 1 points
- Incorrect
- The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.
- Answers:
- a. escalation
- Correctb. tracking
- c. archiving
- d. authentication
- Question 13
- 0 out of 1 points
- Incorrect
- A computer user who purchases a software package that will not operate on his or her hardware configuration is a victim of which common computer problem?
- Answers:
- a. Computer crime
- Correctb. Waste of resources
- c. Theft of resources
- d. User mistake
- Question 14
- 0 out of 1 points
- Incorrect
- The average time it takes a help desk to respond to incidents is ____.
- Answers:
- a. call time
- b. abandonment rate
- c. response rate
- Correctd. wait time
- Question 15
- 0 out of 1 points
- Incorrect
- A hardware device that was a first step toward decentralized computing was the ____.
- Answers:
- a. internal memory
- Correctb. terminal
- c. hard disk drive
- d. central processing unit
- Question 16
- 0 out of 1 points
- Incorrect
- A company that contracts with another organization that specializes in user support is using ____.
- Answers:
- a. a hotline
- Correctb. outsourcing
- c. freelancing
- d. peer support
- Question 17
- 0 out of 1 points
- Incorrect
- The process of unpacking, setting up, and configuring a new computer system for a user is ____.
- Answers:
- a. system purchase assistance
- b. system assembly
- Correctc. system installation assistance
- d. user orientation
- Question 18
- 0 out of 1 points
- Incorrect
- A mismatch between the type of printer connected to a system and the software printer driver installed is an example of a ____.
- Answers:
- a. bug
- b. design problem
- Correctc. configuration problem
- d. conflict
- Question 19
- 0 out of 1 points
- Incorrect
- Complete information on a particular end-user topic is usually organized together, in one document, organized in a ____ format.
- Answers:
- a. tutorial
- b. handout
- c. troubleshooting
- Correctd. reference
- Question 20
- 0 out of 1 points
- Incorrect
- Which of the following is not a common type of certification used in the information technology field?
- Answers:
- a. Formal education that results in a degree
- Correctb. Verification of prior employment during a job interview
- c. Vendor-specific product knowledge
- d. Industry-standard skills in a specific field
- Question 21
- 0 out of 1 points
- Incorrect
- The intended audience of a document is generally described in the ____.
- Answers:
- Correcta. introduction
- b. body
- c. summary
- d. any of these
- Question 22
- 0 out of 1 points
- Incorrect
- Which of these types of documents is primarily intended to catch the eye of the reader and promote an event?
- Answers:
- Correcta. Brochure or flyer
- b. Online help system
- c. Email message
- d. Handout or training aid
- Question 23
- 0 out of 1 points
- Incorrect
- Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.
- Answers:
- a. pre-assembled systems
- b. hardware with a 30-day return guarantee
- Correctc. Plug and Play–compatible hardware
- d. hardware from a single vendor
- Question 24
- 0 out of 1 points
- Incorrect
- Which of these levels of user support is likely to be the most responsive to a user’s needs?
- Answers:
- a. Warranty coverage
- b. Free support
- Correctc. Premium support
- d. Standard support
- Question 25
- 0 out of 1 points
- Incorrect
- A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.
- Answers:
- a. new release
- Correctb. patch
- c. new version
- d. update
- Question 26
- 0 out of 1 points
- Incorrect
- In help desk jargon, ACD stands for ____.
- Answers:
- a. Association of Computer Dealers
- b. Association for Computer Documentation
- Correctc. automated call distributor
- d. accelerated CD-ROM
- Question 27
- 0 out of 1 points
- Incorrect
- The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.
- Answers:
- a. technical support
- b. product specialist
- Correctc. needs analyst
- d. incident screener
- Question 28
- 0 out of 1 points
- Incorrect
- The purpose of support standards is to accomplish all but which of the following?
- Answers:
- a. Limit supported products
- Correctb. Expand supported products
- c. Control supported products
- d. Recommend supported products
- Question 29
- 0 out of 1 points
- Incorrect
- Which of these is least likely to be a purpose of proofreading the final draft of a document?
- Answers:
- Correcta. Check definitions of terms.
- b. Check for extra spaces between words and sentences.
- c. Check for page break problems.
- d. Check for consistent capitalization and punctuation.
- Question 30
- 0 out of 1 points
- Incorrect
- A list of as many topics as a writer can think of that might be useful to a reader is the result of ____.
- Answers:
- a. organizing
- b. proofreading
- Correctc. brainstorming
- d. plagiarizing
- Question 31
- 0 out of 1 points
- Incorrect
- One way to organize user support services in a way that provides a single point of contact for an organization’s workers or customers is to use ____.
- Answers:
- Correcta. a help desk
- b. an automated call distributor
- c. a queue
- d. artificial intelligence
- Question 32
- 0 out of 1 points
- Incorrect
- Which of these is not a primary reason why the growth in the demand for user support workers has declined since the 1990s?
- Answers:
- Correcta. Interest rates in the United States were low during the 2000s.
- b. U.S. companies are outsourcing some support positions overseas.
- c. Some organizations contract with temporary employment agencies for support workers.
- d. The United States experienced economic recessions and higher unemployment in the 2000s.
- Question 33
- 0 out of 1 points
- Incorrect
- Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.
- Answers:
- a. a help desk manager
- Correctb. a help desk agent
- c. a help desk client
- d. any of these
- Question 34
- 0 out of 1 points
- Incorrect
- In creative thinking, a hypothesis is usually based on a ____.
- Answers:
- a. metacognition
- b. probe
- c. root cause analysis
- Correctd. mental model
- Question 35
- 0 out of 1 points
- Incorrect
- Under normal circumstances, the body of a document should be formatted in a ____ typeface.
- Answers:
- a. script
- b. sans serif
- Correctc. serif
- d. specialty
- Question 36
- 0 out of 1 points
- Incorrect
- A computer system that operates but does not work as efficiently as it should has a ____.
- Answers:
- a. hardware malfunction
- b. fragmentation problem
- Correctc. performance problem
- d. software malfunction
- Question 37
- 0 out of 1 points
- Incorrect
- The purpose of prescreening an incident is to ____.
- Answers:
- a. identify difficult incidents early in the process
- Correctb. determine the type of incident and how the help desk staff will handle it
- c. assign a priority to the problem
- d. all of the above
- Question 38
- 0 out of 1 points
- Incorrect
- Ways in which the current problem is similar to other problems are called ____.
- Answers:
- Correcta. analogies
- b. hypotheses
- c. contradictions
- d. replications
- Question 39
- 0 out of 1 points
- Incorrect
- Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.
- Answers:
- a. word processing
- b. personal information manager
- c. graphical user interface
- Correctd. desktop publishing
- Question 40
- 0 out of 1 points
- Incorrect
- Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.
- Answers:
- a. a blog
- b. Web 2.0
- Correctc. a thread
- d. Web 3.0
- Question 41
- 0 out of 1 points
- Incorrect
- Computer technology generally doubles in capacity every two ____.
- Answers:
- a. centuries
- b. weeks
- c. decades
- Correctd. years
- Question 42
- 0 out of 1 points
- Incorrect
- Which of these is not a characteristic of technical writing?
- Answers:
- Correcta. Concludes with the most important point at the end of a section
- b. Contains pointers to other information the user might need
- c. Uses short, declarative sentences
- d. Describes a step-by-step sequence
- Question 43
- 0 out of 1 points
- Incorrect
- Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
- Answers:
- a. Customer satisfaction
- Correctb. Help desk fees for services
- c. Effectiveness of help desk services
- d. Operational efficiency of users
- Question 44
- 0 out of 1 points
- Incorrect
- CBT and WBT for those preparing for certification exams are ____ courses.
- Answers:
- Correcta. online tutorial
- b. boot camp
- c. adaptive
- d. crash
- Question 45
- 0 out of 1 points
- Incorrect
- Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use to ____.
- Answers:
- Correcta. a help desk manager
- b. a help desk agent
- c. a help desk client
- d. any of these
- Question 46
- 0 out of 1 points
- Incorrect
- Troubleshooting computer problems can best be described as a(n) ____.
- Answers:
- a. random, hit-or-miss procedure
- b. sequential series of procedural steps
- Correctc. iterative, repetitious procedure
- d. none of the above
- Question 47
- 0 out of 1 points
- Incorrect
- One measure of whether a support agent understands a problem is that he or she can express the user’s problem in ____.
- Answers:
- a. the user’s words
- Correctb. the support agent’s own words
- c. industry standard vocabulary
- d. none of the above
- Question 48
- 0 out of 1 points
- Incorrect
- An automated email service that distributes all (or selected) email messages to its members is called a ____.
- Answers:
- a. Really Simple Syndication (RSS)
- b. newsgroup
- Correctc. ListServ
- d. knowledge base
- Question 49
- 0 out of 1 points
- Incorrect
- An organized collection of information, articles, procedures, tips, and problem solutions is called a ____.
- Answers:
- a. newsgroup
- b. virtual private network
- c. script
- Correctd. knowledge base
- Question 50
- 0 out of 1 points
- Incorrect
- A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.
- Answers:
- a. desktop publisher
- b. electronic mail program
- Correctc. Web browser
- d. word processor
- Question 51
- 0 out of 1 points
- Incorrect
- The concept that a listener is an involved participant in the communication process is called ____.
- Answers:
- a. replicating
- b. paraphrasing
- Correctc. active listening
- d. probing
- Question 52
- 0 out of 1 points
- Incorrect
- When one hardware device conflicts with another device’s use of system resources, the problem can often be diagnosed effectively by ____.
- Answers:
- Correcta. examining the configuration
- b. using patience and persistence
- c. viewing a system as a group of subsystems
- d. initiating a root cause analysis
- Question 53
- 0 out of 1 points
- Incorrect
- A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member?
- Answers:
- a. Telephone skills
- b. Ability to work on a project team
- Correctc. Technical knowledge and skills
- d. Communication and listening skills
- Question 54
- 0 out of 1 points
- Incorrect
- The cognitive skills a troubleshooter uses to understand and explain an event or a situation are called ____.
- Answers:
- a. problem solving
- Correctb. critical thinking
- c. decision making
- d. none of the above
- Question 55
- 0 out of 1 points
- Incorrect
- The ability to step back from a troubleshooting situation and analyze one’s own thinking process is called ____.
- Answers:
- a. decision making
- b. problem solving
- c. creativity
- Correctd. metacognition
- Question 56
- 0 out of 1 points
- Incorrect
- Which letter sequence is the order of the steps below in the incident management process?
- A) Authenticate the user.
- B) Archive the incident.
- C) Log the incident.
- D) Prioritize the problem.
- Answers:
- Correcta. A, C, D, B
- b. D, C, A, B
- c. C, A, B, D
- d. A, B, C, D
- Question 57
- 0 out of 1 points
- Incorrect
- Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?
- Answers:
- a. Workers in manufacturing plants who assemble parts
- b. Workers in the service sector who serve customers
- Correctc. Workers in offices who work with information
- d. Workers in agriculture who produce crops
- Question 58
- 0 out of 1 points
- Incorrect
- Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.
- Answers:
- a. viruses
- Correctb. computer crimes
- c. piracy
- d. a waste of resources
- Question 59
- 0 out of 1 points
- Incorrect
- Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system?
- Answers:
- a. Supply costs
- b. Hardware maintenance costs
- c. Software upgrade costs
- Correctd. Information costs
- Question 60
- 0 out of 1 points
- Incorrect
- ____ is not a common source of job stress among user support workers.
- Answers:
- a. Inadequate training
- b. Abusive users
- c. Inadequate resources
- Correctd. All of these are common sources.
- Question 61
- 0 out of 1 points
- Incorrect
- The concept that similar items should be handled consistently throughout a document is called ____.
- Answers:
- Correcta. parallel structure
- b. technical accuracy
- c. internal consistency
- d. structural integrity
- Question 62
- 0 out of 1 points
- Incorrect
- Which of these types of documents is often used to describe the steps to install a software package?
- Answers:
- a. Web site
- b. Newsletter
- c. Online help system
- Correctd. User guide or manual
- Question 63
- 0 out of 1 points
- Incorrect
- Whether to use the form Plug-n-Play or Plug-and-Play in a document would likely be specified in a ____.
- Answers:
- a. glossary
- Correctb. style sheet
- c. dictionary
- d. thesaurus
- Question 64
- 0 out of 1 points
- Incorrect
- Which of the following levels of support services likely costs the most to provide to users?
- Answers:
- a. Minimum level services
- Correctb. Premium level services
- c. Standard fee-for-service level
- d. Free level services
- Question 65
- 0 out of 1 points
- Incorrect
- Making an illegal copy of a software program is called ____.
- Answers:
- Correcta. piracy
- b. an invasion of privacy
- c. a user mistake
- d. shareware
- Question 66
- 0 out of 1 points
- Incorrect
- Which of these is not a common method used to conduct a user satisfaction survey?
- Answers:
- a. Mailed questionnaire
- Correctb. Face-to-face interview
- c. Follow-up telephone call
- d. Email or Web survey
- Question 67
- 0 out of 1 points
- Incorrect
- An internal user is one who is a ____.
- Answers:
- Correcta. worker in an organization
- b. customer of a hardware or software vendor
- c. client
- d. purchaser of products and services from an Internet provider
- Question 68
- 0 out of 1 points
- Incorrect
- Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
- Answers:
- Correcta. Virtualization
- b. Telecommuting
- c. Interactive voice response
- d. Remote access
- Question 69
- 0 out of 1 points
- Incorrect
- A vendor-specific certification is ____.
- Answers:
- a. vendor neutral
- b. required for employment
- c. an industry-wide exam
- Correctd. none of these
- Question 70
- 0 out of 1 points
- Incorrect
- The sentence “Larry will present a tutorial on Excel macros on Tuesday next week.” is in ____ voice.
- Answers:
- Correcta. active
- b. passive
- c. gender-biased
- d. gender-neutral
- Question 71
- 0 out of 1 points
- Incorrect
- “Act with integrity and honesty in dealing with the public, end users, coworkers, management, and competitors”, would likely be covered in which of the following?
- Answers:
- a. The IT Professional’s Handbook
- Correctb. A professional code of ethical behavior
- c. State and federal laws
- d. User support industry best practices
- Question 72
- 0 out of 1 points
- Incorrect
- The goal of the multilevel support model is to handle most support incidents at ____.
- Answers:
- a. It doesn’t make any difference as long as each incident gets handled eventually.
- b. the highest support level
- c. any level that can handle support incidents
- Correctd. the lowest support level
- Question 73
- 0 out of 1 points
- Incorrect
- The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
- Answers:
- a. assignment
- Correctb. resolution
- c. closing
- d. archiving
- Question 74
- 0 out of 1 points
- Incorrect
- Which of these forms of documentation often contains hyperlinks to related topics?
- Answers:
- a. Troubleshooting guides
- Correctb. Online help systems
- c. Newsletters
- d. Email messages
- Question 75
- 0 out of 1 points
- Incorrect
- Which of these sequences is the order of the following steps in the iterative problem-solving process?
- A) Formulate and test a hypothesis.
- B) Collect information.
- C) Analyze the results.
- D) Consider alternative explanations.
- Answers:
- a. D, B, C, A
- b. A, B, C, D
- Correctc. B, D, A, C
- d. B, C, D, A
- Question 76
- 0 out of 1 points
- Incorrect
- A hardware component that has its jumper pins set incorrectly is an example of a hardware ____.
- Answers:
- a. design problem
- b. malfunction
- c. compatibility problem
- Correctd. configuration problem
- Question 77
- 0 out of 1 points
- Incorrect
- “Technical writing should be concise and it should be informative.” is an example of a ____.
- Answers:
- Correcta. compound sentence
- b. run-on sentence
- c. simple sentence
- d. none of these
- Question 78
- 0 out of 1 points
- Incorrect
- "If a computer, over a period of time, takes longer and longer to perform a task ""such as a File Save operation, it likely has a ____.
- "
- Answers:
- a. software problem
- b. need to be upgraded
- c. hardware problem
- Correctd. performance problem
- Question 79
- 0 out of 1 points
- Incorrect
- Support Web sites that use Web 2.0 technologies differ from earlier support Web sites primarily in ____.
- Answers:
- a. including frequently asked questions (FAQs)
- b. improved site navigation tools
- c. the authoring language used to build and maintain the site
- Correctd. an emphasis on collaboration and communication among users
- Question 80
- 0 out of 1 points
- Incorrect
- Classifying end users as internal versus external is a classification by ____.
- Answers:
- a. skill level
- b. frequency of use
- c. environment
- Correctd. relationship
- Question 81
- 0 out of 1 points
- Incorrect
- A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.
- Answers:
- Correcta. point the user to useful information about file organization
- b. indicate how upset he or she is with the user’s file organization
- c. intimidate the user into changing his or her file organization
- d. tell the user how to straighten out his or her file organization
- Question 82
- 0 out of 1 points
- Incorrect
- A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.
- Answers:
- Correcta. update
- b. upgrade
- c. patch
- d. new release
- Question 83
- 0 out of 1 points
- Incorrect
- Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.
- Answers:
- a. freeware
- b. shareware
- c. proprietary
- Correctd. open source
- Question 84
- 0 out of 1 points
- Incorrect
- The sentence “Development of software is not a frequent user support function.” is an example of ____.
- Answers:
- a. undefined acronym
- b. obfuscation
- Correctc. nominalization
- d. unclear referent
- Question 85
- 0 out of 1 points
- Incorrect
- Carpal tunnel syndrome is an example of which common computer problem?
- Answers:
- Correcta. Ergonomics
- b. Viruses
- c. Mistakes
- d. Data loss
- Question 86
- 0 out of 1 points
- Incorrect
- A mental model to help a computer troubleshooter understand and explain a problem situation is based on ____.
- Answers:
- a. decision making
- b. metacognition
- c. problem solving
- Correctd. critical thinking
- Question 87
- 0 out of 1 points
- Incorrect
- User support managers often use which of these strategies to determine how many staff members to hire to handle the volume of support incidents received?
- Answers:
- Correcta. Use an Erlang calculation to estimate staffing needs.
- b. Hire more staff than needed to make sure all incidents are handled quickly.
- c. Use industry-standard staffing formulas for help desks.
- d. Hire fewer staff than needed to reduce support costs.
- Question 88
- 0 out of 1 points
- Incorrect
- A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk group, is ____.
- Answers:
- a. the response rate
- Correctb. an Erlang unit
- c. the abandonment rate
- d. the contact rate
- Question 89
- 0 out of 1 points
- Incorrect
- Incomplete coverage of a topic violates which of these four writing criteria?
- Answers:
- a. Format
- b. Mechanics
- Correctc. Content
- d. Organization
- Question 90
- 0 out of 1 points
- Incorrect
- A 48- to 72-hour period during which a system or component is operated nonstop before installation at a user site is ____.
- Answers:
- Correcta. a system burn-in test
- b. likely to overheat the system
- c. required only for electromechanical devices
- d. unnecessary if components are tested during manufacture
- Question 91
- 0 out of 1 points
- Incorrect
- A cross-reference or link to where a reader can find additional information about a topic is called a(n) ____.
- Answers:
- a. serif
- b. referent
- c. acronym
- Correctd. pointer
- Question 92
- 0 out of 1 points
- Incorrect
- Detailed steps for performing a task are generally described in which part of a document?
- Answers:
- a. Summary
- Correctb. Body
- c. Introduction
- d. Appendix
- Question 93
- 0 out of 1 points
- Incorrect
- Software with harmful or malicious intent to disrupt the business operation of a computer or network or to steal information or money is called ____.
- Answers:
- Correcta. malware
- b. vaporware
- c. shareware
- d. phishing
- Question 94
- 0 out of 1 points
- Incorrect
- Root cause analysis is an iterative process that asks a series of ____ questions.
- Answers:
- a. Where?
- b. When?
- c. How?
- Correctd. Why?
- Question 95
- 0 out of 1 points
- Incorrect
- A follow-up question a troubleshooter asks to get additional information about a problem situation is called a(n) ____.
- Answers:
- Correcta. probe
- b. paraphrase
- c. analogy
- d. iteration
- Question 96
- 0 out of 1 points
- Incorrect
- Which type of nonverbal behavior is suggested for effective voice quality?
- Answers:
- a. Use inflection to add interest.
- b. Speak at a normal pitch.
- c. Use a warm, upbeat tone of voice.
- Correctd. All of these
- Question 97
- 0 out of 1 points
- Incorrect
- Which of the following kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situations that help desk agents actually encounter?
- Answers:
- a. Behavioral question
- b. Directed question
- Correctc. Scenario question
- d. Non-directed question
- Question 98
- 0 out of 1 points
- Incorrect
- Which of these personal characteristics of successful troubleshooters is the most important?
- Answers:
- a. Enjoy continuous learning
- b. Enjoy working with people
- c. Patience and persistence
- Correctd. All of these are important characteristics.
- Question 99
- 0 out of 1 points
- Incorrect
- The ____ technology trend may change the way computer users access software and data.
- Answers:
- a. telecommuting
- b. ITIL
- Correctc. cloud computing
- d. outsourcing
- Question 100
- 0 out of 1 points
- Incorrect
- Which of the following forms of communication between a user and an agent is asynchronous?
- Answers:
- a. Online chat
- b. Telephone call
- Correctc. Email
- d. All are asynchronous.
- Question 101
- 0 out of 1 points
- Incorrect
- Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position?
- Answers:
- a. Internet and Web skills
- b. Communications and interpersonal skills
- Correctc. Marketing ability
- d. Hardware, operating system, and application software experience
- Question 102
- 0 out of 1 points
- Incorrect
- The Myers-Briggs Type Indicator (MBTI) measures ____.
- Answers:
- Correcta. personality and work style preferences
- b. user self-reliance
- c. customer service ethic
- d. nonverbal behavior
- Question 103
- 0 out of 1 points
- Incorrect
- Which of these ways of organizing a support center has both an expense budget and an income budget?
- Answers:
- Correcta. Profit center
- b. Expense center
- c. Income center
- d. Cost center
- Question 104
- 0 out of 1 points
- Incorrect
- Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.
- Answers:
- a. too slow
- b. about the right speed
- Correctc. too fast
- d. none of these
- Question 105
- 0 out of 1 points
- Incorrect
- Mass-market application software and personal computer operating systems became available in the ____.
- Answers:
- a. 1960s
- b. 1970s
- Correctc. 1980s
- d. 1990s
- Question 106
- 0 out of 1 points
- Incorrect
- A distributed computing system usually includes ____.
- Answers:
- a. a central computer server
- b. decentralized PCs
- c. a network to link systems together
- Correctd. all of these
- Question 107
- 0 out of 1 points
- Incorrect
- A troubleshooter’s ability to design and test hypotheses in order to solve a computer problem is based on ____.
- Answers:
- a. decision making
- b. metacognition
- Correctc. critical thinking
- d. analogies
- Question 108
- 0 out of 1 points
- Incorrect
- Fine lines that extend from the top and bottom of a font’s letters are called ____.
- Answers:
- a. sans serifs
- b. informal fonts
- Correctc. serifs
- d. specialty fonts
- Question 109
- 0 out of 1 points
- Incorrect
- When a troubleshooter must select from among several diagnostic tests to gather information about a problem, the selection is based on ____ skills.
- Answers:
- Correcta. decision making
- b. metacognition
- c. problem solving
- d. creativity
- Question 110
- 0 out of 1 points
- Incorrect
- A help desk software package that includes asset management can help a support staff control ____.
- Answers:
- Correcta. an organization’s equipment inventory
- b. the help desk’s personnel functions
- c. software bug reports
- d. the support staff budget
- Question 111
- 0 out of 1 points
- Incorrect
- A document that is organized as a step-by-step introduction to the features of a computer program is called a ____ manual.
- Answers:
- a. technical
- b. troubleshooting
- Correctc. tutorial
- d. reference
- Question 112
- 0 out of 1 points
- Incorrect
- The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called ____.
- Answers:
- a. log the incident
- b. track the incident
- c. close the incident
- Correctd. archive the incident
- Question 113
- 0 out of 1 points
- Incorrect
- The first PCs were used in businesses and homes in the ____.
- Answers:
- a. 1960s
- Correctb. 1970s
- c. 1980s
- d. 1990s
- Question 114
- 0 out of 1 points
- Incorrect
- Major coding mistakes made by programmers when they write software are called ____.
- Answers:
- a. incompatibilities
- b. design flaws
- Correctc. bugs
- d. vaporware
- Question 115
- 0 out of 1 points
- Incorrect
- Which of the following is not a primary benefit of computer industry certification?
- Answers:
- a. Ability to document a worker’s efforts to keep up to date in the computer field
- Correctb. Ability to identify a worker whose performance has fallen below industry standards
- c. Ability to document minimum-level job skills and expertise
- d. Ability to justify a request for higher pay
- Question 116
- 0 out of 1 points
- Incorrect
- A software package feature that periodically checks the vendor’s Web site for software updates is called ____.
- Answers:
- a. Plug and Play
- b. auto patch
- Correctc. automatic update
- d. intelliware
- Question 117
- 0 out of 1 points
- Incorrect
- Computer hardware components that cannot operate together in the same system are called ____.
- Answers:
- a. inconsistent
- b. incongruous
- c. inoperable
- Correctd. incompatible
- Question 118
- 0 out of 1 points
- Incorrect
- Which of these categories of computer software can add thousands of dollars to the cost of a computer system?
- Answers:
- Correcta. Specialized software
- b. Application software
- c. Operating system
- d. Mass-market software
- Question 119
- 0 out of 1 points
- Incorrect
- A substantially rewritten software package that contains major new features is called a(n) ____.
- Answers:
- a. new release
- Correctb. new version
- c. patch
- d. update
- Question 120
- 0 out of 1 points
- Incorrect
- HelpSTAR is an example of a(n) ____.
- Answers:
- a. shareware help desk package
- Correctb. commercial help desk package
- c. freeware help desk package
- d. open source help desk package
- Question 121
- 0 out of 1 points
- Incorrect
- Which of these is an important topic in a help desk staff training program?
- Answers:
- a. New staff orientation
- b. Performance appraisal criteria
- c. Ongoing training
- Correctd. All of these
- Question 122
- 0 out of 1 points
- Incorrect
- Which type of nonverbal behavior is the least effective posture for support agents?
- Answers:
- Correcta. Fold arms
- b. Face the user
- c. Establish eye contact
- d. An open stance
- Question 123
- 0 out of 1 points
- Incorrect
- Peripheral devices are part of a computer system’s ____.
- Answers:
- Correcta. hardware
- b. application software
- c. supplies
- d. operating system
- Question 124
- 0 out of 1 points
- Incorrect
- A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?
- Answers:
- a. Format
- Correctb. Mechanics
- c. Content
- d. Organization
- Question 125
- 0 out of 1 points
- Incorrect
- Which of these version numbers is likely the most recent version of a software package?
- Answers:
- a. 3.5A
- Correctb. 3.61
- c. 3
- d. 3.6
- Question 126
- 0 out of 1 points
- Incorrect
- When a sequence of facts or steps is described, technical writers try to avoid which of these?
- Answers:
- a. Bulleted list
- b. Numbered list
- Correctc. Narrative passage
- d. All of these
- Question 127
- 0 out of 1 points
- Incorrect
- A user’s first impression of a support agent comes from the ____.
- Answers:
- a. tone and style
- b. solution to the problem
- Correctc. incident greeting
- d. incident script used
- Question 128
- 0 out of 1 points
- Incorrect
- Incidents that involve complaints ____.
- Answers:
- Correcta. are a valuable source of feedback and suggestions about products
- b. are likely from angry and frustrated users
- c. should be terminated as soon as possible
- d. should be escalated immediately to experienced support staff who know how to handle them
- Question 129
- 0 out of 1 points
- Incorrect
- KSA stands for ____.
- Answers:
- a. kernel standard arithmetic
- b. knowledgeable support assistant
- c. known software attribute
- Correctd. knowledge, skills, and abilities
- Question 130
- 0 out of 1 points
- Incorrect
- Which of these is an advantage of outsourcing as a way to provide user support?
- Answers:
- Correcta. Outsourcing takes advantage of expertise a company does not have.
- b. Outsourcing is a low-cost support method.
- c. Outsourcing develops in-house support expertise.
- d. Outsourcing facilitates on-site assistance.
- Question 131
- 0 out of 1 points
- Incorrect
- A reading level that is appropriate for most technical documentation is ____.
- Answers:
- a. fourth grade
- b. college level
- c. seventh grade
- Correctd. tenth grade
- Question 132
- 0 out of 1 points
- Incorrect
- The sentence “I know I saw the information I need in this document, but now I can’t find it.” violates which of these four general writing criteria?
- Answers:
- Correcta. Organization
- b. Mechanics
- c. Format
- d. Content
- Question 133
- 0 out of 1 points
- Incorrect
- The primary purpose of help desk performance statistics is to ____.
- Answers:
- a. respond to computer auditors’ information requirements
- Correctb. justify the value and expense of support services
- c. respond to complaints from angry users
- d. report to company stockholders
- Question 134
- 0 out of 1 points
- Incorrect
- A procedure or feature that accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.
- Answers:
- a. new release
- b. bug fix
- c. patch
- Correctd. workaround
- Question 135
- 0 out of 1 points
- Incorrect
- A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____.
- Answers:
- a. poor documentation
- b. misrepresentation of a vendor’s product
- Correctc. quick start behavior
- d. a user misunderstanding
- Question 136
- 0 out of 1 points
- Incorrect
- Effective communication skills are important primarily to support agents who communicate ____.
- Answers:
- a. via telephone
- b. face-to-face
- c. via email
- Correctd. any of these
- Question 137
- 0 out of 1 points
- Incorrect
- Dissatisfied clients are more likely than satisfied clients to ____.
- Answers:
- a. resolve support incidents at a low tier
- b. resolve support incidents quickly
- Correctc. contact the help desk repeatedly for assistance
- d. convey a positive business image to other users
- Question 138
- 0 out of 1 points
- Incorrect
- Reinstalling a software package to fix a problem with an inoperative program is an example of which troubleshooting strategy?
- Answers:
- a. Applying a hypothesis-testing approach
- b. Examining the configuration
- Correctc. Module replacement
- d. Restoring a basic configuration
- Question 139
- 0 out of 1 points
- Incorrect
- A single point of contact for users in need of computer support is called ____.
- Answers:
- a. the information center
- b. one-sourcing
- Correctc. a help desk
- d. peer support
- Question 140
- 0 out of 1 points
- Incorrect
- When there is a current state of events X and a future desired state of events Y, and the troubleshooter’s objective is to move from X to Y, the troubleshooting activity is called ____.
- Answers:
- a. critical thinking
- b. a goal state
- Correctc. problem solving
- d. an analogy
- Question 141
- 0 out of 1 points
- Incorrect
- The U.S. Bureau of Labor Statistics forecasts that the number of computer and network support specialist positions in the United States will grow at about ____ percent over the next 10 years.
- Answers:
- a. 1 to 2
- b. 5
- Correctc. 20
- d. 50
- Question 142
- 0 out of 1 points
- Incorrect
- Hardware or software products that have been announced by vendors but do not actually exist are ____.
- Answers:
- a. shareware
- Correctb. vaporware
- c. illegal
- d. adware
- Question 143
- 0 out of 1 points
- Incorrect
- Which of these was not a primary characteristic of computer use in the 1950s and 1960s?
- Answers:
- a. Programmed and operated by computer professionals
- Correctb. Served as an Internet host computer
- c. Used to automate transaction processing and prepare management reports
- d. Located at a central site
- Question 144
- 0 out of 1 points
- Incorrect
- Rebooting a system in an attempt to fix a problem is an example of which problem -solving strategy?
- Answers:
- a. View a system as a group of subsystems.
- b. Attempt to replicate the problem.
- Correctc. Look for an obvious solution.
- d. Use a module replacement strategy.
- Question 145
- 0 out of 1 points
- Incorrect
- In a telephone communication, which of the following is the telephone activity a support agent least likely needs to develop?
- Answers:
- Correcta. A way to hang up on abusive users
- b. A call greeting
- c. A way to transfer a call
- d. A dialog to put a call on hold
- Question 146
- 0 out of 1 points
- Incorrect
- Application software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____.
- Answers:
- a. spreadsheet
- b. word processor
- Correctc. personal information manager
- d. project manager
- Question 147
- 0 out of 1 points
- Incorrect
- The incident management step in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions is incident ____.
- Answers:
- a. screening
- b. resolution
- c. priorities
- Correctd. escalation
- Question 148
- 0 out of 1 points
- Incorrect
- Which of these support management concerns directly affects the support staff’s job?
- Answers:
- a. The support mission statement
- b. Support performance measures
- c. Staffing the support group
- Correctd. All of these
- Question 149
- 0 out of 1 points
- Incorrect
- A user who presses the wrong sequence of keys in a software program is a victim of ____.
- Answers:
- a. a software design problem
- b. poor training
- c. a software bug
- Correctd. a user mistake
- Question 150
- 0 out of 1 points
- Incorrect
- A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____.
- Answers:
- a. software bug
- Correctb. user misunderstanding
- c. user mistake
- d. software design problem
- Question 151
- 0 out of 1 points
- Incorrect
- A writer who performs each procedure or technical step in a document and tests each step with the hardware and software is doing a(n) ____ check.
- Answers:
- a. edit
- Correctb. technical accuracy
- c. format consistency
- d. beta test
- Question 152
- 0 out of 1 points
- Incorrect
- A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.
- Answers:
- Correcta. automated call distributor
- b. computer telephony system
- c. hotline
- d. incident dispatcher
- Question 153
- 0 out of 1 points
- Incorrect
- A computer adaptive test may be able to determine a test taker’s proficiency level by asking as few as ____ questions.
- Answers:
- a. 5
- Correctb. 15
- c. 64
- d. 100
- Question 154
- 0 out of 1 points
- Incorrect
- Another name for needs analysis is ____.
- Answers:
- Correcta. needs assessment
- b. product needs evaluation
- c. needs determination
- d. product needs research
- Question 155
- 0 out of 1 points
- Incorrect
- A communication skill commonly used in active listening is ____.
- Answers:
- a. parroting
- b. memorizing
- c. metacognition
- Correctd. paraphrasing
- Question 156
- 0 out of 1 points
- Incorrect
- Application software that enables users to create, maintain, and update Web pages is called ____ software.
- Answers:
- Correcta. Web site development
- b. desktop publisher
- c. Internet browser
- d. Web browser
- Question 157
- 0 out of 1 points
- Incorrect
- Which of these categories of workers is expected to increase at about the same rate as employment in the U.S. economy over the next decade?
- Answers:
- Correcta. Computer Support Specialists
- b. Computer System Administrators
- c. Network Administrators
- d. None of these
- Question 158
- 0 out of 1 points
- Incorrect
- Use of a computer to gain unauthorized access to information about a customer, patient, or student is called ____.
- Answers:
- a. an ergonomic problem
- Correctb. an invasion of privacy
- c. piracy
- d. a waste of resources
- Question 159
- 0 out of 1 points
- Incorrect
- The position description for the Level 1 Help Desk Agent in this chapter illustrates that ____.
- Answers:
- a. network support and user support are usually separate positions
- b. it is impossible for one employee to do all the tasks on a position description
- c. a degree in programming is required for most support positions
- Correctd. network support and user support may be combined in a single position
- Question 160
- 0 out of 1 points
- Incorrect
- Which of these software packages is likely to be the most expensive?
- Answers:
- a. Generic operating system
- Correctb. Computer-aided design package
- c. Personal information manager
- d. Word processor
- Question 161
- 0 out of 1 points
- Incorrect
- Which of these testing methods is often used in industry certification exams?
- Answers:
- a. Paper-and-pencil test
- Correctb. Computer adaptive test
- c. SAT exam format
- d. Traditional, fixed-length test
- Question 162
- 0 out of 1 points
- Incorrect
- Which of these is not a service you would expect of a help desk or hotline?
- Answers:
- Correcta. Operate a local area network
- b. Receive user complaints about products
- c. Respond to requests for information
- d. Provide solutions to problems
- Question 163
- 0 out of 1 points
- Incorrect
- The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ____.
- Answers:
- Correcta. vendor-neutral exam
- b. help desk agent exam
- c. vendor-specific exam
- d. vendor-sponsored exam
- Question 164
- 0 out of 1 points
- Incorrect
- Which of these is not a primary strategy for a support organization that aims for customer service excellence?
- Answers:
- a. Treat clients with respect.
- b. Explain to clients what the support organization can do for them.
- Correctc. Meet all of a client’s demands.
- d. Return calls to clients when promised.
- Question 165
- 0 out of 1 points
- Incorrect
- An organization that provides a wide range of support services to users is called a ____.
- Answers:
- a. help desk
- Correctb. user support center
- c. peer support center
- d. hotline
- Question 166
- 0 out of 1 points
- Incorrect
- Which of these is not one of the four goals of incident management?
- Answers:
- Correcta. Complete the incident in the least amount of time possible.
- b. Provide the user with the information he or she needs.
- c. Make the user more self-reliant.
- d. Manage stress levels for both user and support agent.
- Question 167
- 0 out of 1 points
- Incorrect
- One of the first vendor-specific certification programs was offered by ____.
- Answers:
- a. Sun Microsystems
- b. Microsoft
- c. Cisco
- Correctd. Novell
- Question 168
- 0 out of 1 points
- Incorrect
- The most effective strategy for using a script is to ____.
- Answers:
- a. read the script verbatim to the user
- Correctb. restate the script in your own words
- c. memorize the script
- d. use the script only when needed
- Question 169
- 0 out of 1 points
- Incorrect
- Metacognition involves a troubleshooter asking all of these questions except ____.
- Answers:
- a. What assumptions did I make that led me in the wrong direction?
- b. How could I have solved this problem more effectively or efficiently?
- c. Where did I go wrong solving this problem?
- Correctd. What recent change in configuration caused the user to experience a problem?
- Question 170
- 0 out of 1 points
- Incorrect
- In order to make effective use of a new or upgraded computer system, a user may require ____.
- Answers:
- a. programming
- Correctb. training
- c. facilities management
- d. a computer operator
- Question 171
- 0 out of 1 points
- Incorrect
- Analysis and evaluation of a user’s message are likely to occur during which type of listening?
- Answers:
- a. Discriminative
- b. Comprehensive
- Correctc. Critical
- d. Relational
- Question 172
- 0 out of 1 points
- Incorrect
- Which category of help desk incident is “My computer runs slowly when I access the Internet with a modem in the evenings”?
- Answers:
- a. A work order
- Correctb. A problem
- c. A complaint
- d. A question
- Question 173
- 0 out of 1 points
- Incorrect
- The principal concept in the multilevel support help desk model is ____.
- Answers:
- Correcta. lower level help desk staff can refer difficult problems to higher levels
- b. lower level help desk staff can handle difficult problems when experienced staff are not available
- c. lower level staff can, with training and experience, become higher level staff
- d. none of the above
- Question 174
- 0 out of 1 points
- Incorrect
- Remote access to a user’s PC can be implemented with a ____.
- Answers:
- Correcta. virtual private network
- b. Really Simple Syndication
- c. module replacement
- d. ListServ
- Question 175
- 0 out of 1 points
- Incorrect
- Which of these knowledge, skills, and abilities would a help desk manager probably not seek in an applicant for a help desk position?
- Answers:
- a. Troubleshooting skills
- b. Technical skills
- Correctc. Programming skills
- d. Communications skills
- Question 176
- 0 out of 1 points
- Incorrect
- Widespread use of the Internet by business and home users first occurred in the ____.
- Answers:
- a. 1960s
- b. 1970s
- c. 1980s
- Correctd. 1990s
- Question 177
- 0 out of 1 points
- Incorrect
- A series of letters that represent a phrase is called ____.
- Answers:
- a. jargon
- Correctb. an acronym
- c. a referent
- d. nominalization
- Question 178
- 0 out of 1 points
- Incorrect
- What is the sequence of these steps in the technical writing process?
- A) Proofread the document.
- B) Generate a list of ideas.
- C) Arrange for an outside reviewer.
- D) Write a first draft.
- Answers:
- a. B, A, D, C
- Correctb. B, D, C, A
- c. D, B, A, C
- d. A, B, C, D
- Question 179
- 0 out of 1 points
- Incorrect
- Which of these software packages includes features to present graphical information?
- Answers:
- a. Desktop publishing program
- b. Word processing program
- c. Spreadsheet program
- Correctd. All of these
- Question 180
- 0 out of 1 points
- Incorrect
- When choosing alignment for a paragraph of text, the easiest to read is ____ text.
- Answers:
- Correcta. left-aligned
- b. centered
- c. block-justified
- d. any of these
- Question 181
- 0 out of 1 points
- Incorrect
- Network problems are often traceable to ____.
- Answers:
- a. hardware
- b. operating systems
- c. application software
- Correctd. some combination of all of these
- Question 182
- 0 out of 1 points
- Incorrect
- Which of these devices is not a peripheral?
- Answers:
- a. Modem
- b. Scanner
- c. Printer
- Correctd. Internal memory
- Question 183
- 0 out of 1 points
- Incorrect
- Industry agreements that cover how computer components should communicate with the system into which they are installed are called ____.
- Answers:
- Correcta. Plug and Play standards
- b. hardware conventions
- c. product standards
- d. jumper settings
- Question 184
- 0 out of 1 points
- Incorrect
- ____ is not one of the five critical questions suggested in the chapter.
- Answers:
- Correcta. How much experience do you have using this system?
- b. Have you made any recent changes to your system?
- c. What were you doing when the problem first occurred?
- d. Has the system or feature ever worked?
- Question 185
- 0 out of 1 points
- Incorrect
- Which of these is not normally part of an explanation to a user?
- Answers:
- a. A description of why the problem occurred
- b. A description of the steps required to solve the problem
- Correctc. A description of the various alternatives the support agent considered to find a solution
- d. All of these are part of an explanation to a user.
- Question 186
- 0 out of 1 points
- Incorrect
- Most hardware components today use which of these strategies to maximize compatibility with computer systems?
- Answers:
- a. Software control codes
- Correctb. Plug and Play standards
- c. Jumper settings
- d. Dip switch settings
- Question 187
- 0 out of 1 points
- Incorrect
- Viewing a system as a group of subsystems begins the search for a problem at ____.
- Answers:
- a. the beginning of a sequence of subsystems
- b. the end of a sequence of subsystems
- c. the middle of a sequence of subsystems
- Correctd. any of these starting points
- Question 188
- 0 out of 1 points
- Incorrect
- In a troubleshooting situation, a modem failed to work when a new Internet browser program was installed. Which of these critical questions would likely lead a troubleshooter to the source of the modem failure?
- Answers:
- a. Have you ever had this problem before?
- b. Has the modem ever worked?
- c. Is the problem repeatable?
- Correctd. Have you made any recent changes to your system?
- Question 189
- 0 out of 1 points
- Incorrect
- Which of these responsibilities would you least expect to find in a position description for a user support specialist?
- Answers:
- Correcta. Writes computer programs in COBOL
- b. Analyzes user requirements
- c. Trains users
- d. Writes documentation
- Question 190
- 0 out of 1 points
- Incorrect
- “I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don’t encounter it again.” is an example of ____.
- Answers:
- a. probing
- Correctb. empathy
- c. sincere greeting
- d. nonverbal communication
- Question 191
- 0 out of 1 points
- Incorrect
- Performance problems in a computer system are usually due to ____ problems.
- Answers:
- a. hardware
- b. software
- Correctc. both A and B
- d. neither A nor B
- Question 192
- 0 out of 1 points
- Incorrect
- Which of these forms of knowledge bases is the least interactive?
- Answers:
- a. Web sites
- b. Search engines
- c. Online help
- Correctd. Vendor manuals
- Question 193
- 0 out of 1 points
- Incorrect
- A computer virus can be spread through ____.
- Answers:
- a. downloaded software
- b. the Internet
- c. email attachments
- Correctd. any of these
- Question 194
- 0 out of 1 points
- Incorrect
- Experienced computer users who need information on advanced topics are likely to need a ____.
- Answers:
- Correcta. reference manual
- b. handout
- c. newsletter
- d. tutorial manual
- Question 195
- 0 out of 1 points
- Incorrect
- The usual sequence of incident escalation during help desk incident management is ____.
- Answers:
- a. from support management to incident screener
- b. from technical support to product specialist
- c. from incident screener to technical support
- Correctd. from incident screener to product specialist
- Question 196
- 0 out of 1 points
- Incorrect
- The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.
- Answers:
- Correcta. increase significantly
- b. decline a little
- c. increase a little
- d. decline significantly
- Question 197
- 0 out of 1 points
- Incorrect
- A situation where two software packages use system resources in incompatible ways is called a(n) ____.
- Answers:
- a. inconsistency
- b. IRQ problem
- Correctc. conflict
- d. performance problem
- Question 198
- 0 out of 1 points
- Incorrect
- Documentation that describes the steps to perform a task or a checklist of steps is ____.
- Answers:
- a. an email message
- Correctb. procedural documentation
- c. a Web page
- d. a troubleshooting guide
- Question 199
- 0 out of 1 points
- Incorrect
- When a troubleshooter tries to print a page on a printer that a user says no longer prints, the troubleshooter is using which problem-solving strategy?
- Answers:
- a. Look for an obvious solution.
- b. Examine the configuration.
- Correctc. Attempt to replicate the problem.
- d. Use a module replacement strategy.
- Question 200
- 0 out of 1 points
- Incorrect
- The sentence I want to confirm that, with the changes we made to your software, you can now enlarge the font in your document. is an example of ____.
- Answers:
- a. replication
- b. explanation
- Correctc. verification
- d. paraphrasing
- Question 201
- 0 out of 1 points
- Incorrect
- The content criterion of good technical documentation is primarily concerned with which of these questions?
- Answers:
- a. Is the layout consistent?
- b. Is the information easy to locate?
- Correctc. Is the information accurate?
- d. Is the writing style effective?
- Question 202
- 0 out of 1 points
- Incorrect
- A paper-and-pencil or verbal exercise that measures a job applicant’s technical understanding and problem-solving ability is a(n) ____.
- Answers:
- Correcta. knowledge and skills test
- b. personality test
- c. scenario test
- d. IQ test
- Question 203
- 0 out of 1 points
- Incorrect
- ____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
- Answers:
- a. Configuration management
- Correctb. Personnel management
- c. Problem management
- d. Incident management
- Question 204
- 0 out of 1 points
- Incorrect
- Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?
- Answers:
- a. Hardware malfunctions
- b. Compatibility problems
- c. Installation problems
- Correctd. Component design problems
- Question 205
- 0 out of 1 points
- Incorrect
- Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?
- Answers:
- Correcta. Increase in the cost of large-scale computer systems
- b. Availability of inexpensive microcomputers
- c. Availability of inexpensive productivity software
- d. Increase in the number of knowledge workers
- Question 206
- 0 out of 1 points
- Incorrect
- During the ____ step in the incident management process, an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.
- Answers:
- a. assigning a priority
- b. incident logging
- c. incident assignment
- Correctd. incident screening
- Question 207
- 0 out of 1 points
- Incorrect
- A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
- Answers:
- Correcta. spreadsheet program
- b. Web browser
- c. desktop publishing program
- d. database management program
- Question 208
- 0 out of 1 points
- Incorrect
- When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.
- Answers:
- a. the question isn’t as important as other questions
- b. to call back later when a different agent is available
- c. the support agent doesn’t know and nobody else does either
- Correctd. the support agent will research the question and get back to the user
- Question 209
- 0 out of 1 points
- Incorrect
- A user who purchases an image scanner that is incompatible with the computer system to which he or she wants to connect it is a victim of ____.
- Answers:
- a. poor training
- b. a user mistake
- Correctc. a wrong product purchase
- d. a user misunderstanding
- Question 210
- 0 out of 1 points
- Incorrect
- Most software problems that impact end users occur ____.
- Answers:
- a. during the design and programming of the software
- Correctb. during the installation and configuration of the software
- c. after the software has been in use for some time
- d. none of the above
- Question 211
- 0 out of 1 points
- Incorrect
- The user support staff is most likely to experience conflict with the IT department over ____.
- Answers:
- a. PC installation assistance
- Correctb. application software development
- c. troubleshooting problems for end users
- d. writing documentation for end users
- Question 212
- 0 out of 1 points
- Incorrect
- A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common computer problem?
- Answers:
- a. Theft of resources
- b. Computer crime
- c. Waste of resources
- Correctd. User mistake
- Question 213
- 0 out of 1 points
- Incorrect
- Effective communication skills are based primarily on a support agent’s ability to ____.
- Answers:
- a. listen and read effectively
- b. understand a user’s problem
- c. communicate solutions to a user
- Correctd. any of these
- Question 214
- 0 out of 1 points
- Incorrect
- Employees who provide informal peer support to other users in an organization ____.
- Answers:
- a. are often highly-trained computer professionals
- b. often have little interest in computers
- c. are often well-trained to provide support
- Correctd. often have little or no training in user support
- Question 215
- 0 out of 1 points
- Incorrect
- Objective measures of the user support or help desk operation are called ____.
- Answers:
- a. Erlang measures
- b. adaptive tests
- c. abandonment rate
- Correctd. performance statistics
- Question 216
- 0 out of 1 points
- Incorrect
- A feature of a Web site where discussions are posted by members of a user community is called a ____.
- Answers:
- a. chat room
- b. blog
- Correctc. user forum
- d. Twitter
- Question 217
- 0 out of 1 points
- Incorrect
- Most hardware devices that malfunction today are ____.
- Answers:
- a. recycled
- b. repaired
- Correctc. replaced
- d. rebuilt
- Question 218
- 0 out of 1 points
- Incorrect
- Which of these answers is least descriptive of the information on a Web page?
- Answers:
- a. Well organized
- b. Includes pointers to other information
- c. Short
- Correctd. Comprehensive
- Question 219
- 0 out of 1 points
- Incorrect
- Severe hand or wrist pain due to an inflammation of the tendons in a user’s hand and wrist is called ____.
- Answers:
- Correcta. carpal tunnel syndrome
- b. peripheral pain
- c. ergonomic pain
- d. distributed computing
- Question 220
- 0 out of 1 points
- Incorrect
- A help desk structured into levels or tiers of support uses a ____.
- Answers:
- a. customer feedback model
- Correctb. multilevel support model
- c. computer telephony support model
- d. stratified model
- Question 221
- 0 out of 1 points
- Incorrect
- Which of the following does not normally occur during the first step in the incident management process?
- Answers:
- a. Provide the name of the support specialist.
- b. Ask the name of the caller.
- Correctc. Verify that the caller is authorized to call.
- d. All of these can occur.
- Question 222
- 0 out of 1 points
- Incorrect
- In a HelpSTAR dashboard, Throughput measures ____.
- Answers:
- Correcta. the volume of incidents in various categories
- b. how effectively agents resolved incidents
- c. how effectively agents responded to incidents
- d. categories with the largest number of unresolved incidents
- Question 223
- 0 out of 1 points
- Incorrect
- Tools a troubleshooter uses to get a description of a computer problem, learn a user’s perspectives on the problem, and explain the solution to the user are called ____.
- Answers:
- a. information resources
- b. personal characteristics
- Correctc. communication skills
- d. problem-solving skills
- Question 224
- 0 out of 1 points
- Incorrect
- A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.
- Answers:
- a. software
- b. networks
- Correctc. user documentation
- d. hardware
- Question 225
- 0 out of 1 points
- Incorrect
- Which of these hardware devices is more likely to fail during the operation of a computer system?
- Answers:
- Correcta. CD or DVD drive
- b. Peripheral adapter card
- c. CPU
- d. Memory
- Question 226
- 0 out of 1 points
- Incorrect
- Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.
- Answers:
- a. 1960s
- b. 1970s
- Correctc. 1980s
- d. 1990s
- Question 227
- 0 out of 1 points
- Incorrect
- A document with misspelled words violates which of these four general writing criteria?
- Answers:
- a. Content
- b. Organization
- Correctc. Mechanics
- d. Format
- Question 228
- 0 out of 1 points
- Incorrect
- Put the numbered versions of a software package in sequence from the most significant change to the least significant: 1 –" build #, 2 –"" release #, 3 –"" version #," 4 – update #.
- Answers:
- a. 3 – 2 – 1 – 4
- Correctb. 3 – 2 – 4 – 1
- c. 3 – 4 – 1 – 2
- d. 3 – 1 – 2 – 4
- Question 229
- 0 out of 1 points
- Incorrect
- Another name for diagnostic software tools is ____.
- Answers:
- a. registry editors
- Correctb. utility software
- c. network monitor software
- d. remote control software
- Question 230
- 0 out of 1 points
- Incorrect
- The ____ help desk position is normally staffed by an entry-level employee.
- Answers:
- a. technical support
- b. support manager
- Correctc. incident screener
- d. product specialist
- Question 231
- 0 out of 1 points
- Incorrect
- Application software that is intended for use in a specialized business environment is called ____.
- Answers:
- a. a customized application
- b. an enterprise application
- Correctc. an industry-specific application
- d. an MIS application
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