A Guide to Customer User Support Quiz 6 – Flashcards
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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____
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a help desk
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The ___ position is unlikely to exist in a help desk that is organized in a multilevel support model.
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needs analyst
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The ___help desk position is normally staffed by an entry-level employee.
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incident screener
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Which of these help desk positions is often staffed by an employee with programming or product development experience?
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technical support
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The goal of the multilevel support model is to handle most support incidents at ___
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the lowest support level
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The usual sequence of incident escalation during help desk incident management is ____
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from incident screener to product specialist
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Which of the following does not normally occur during the first step in the incident management process
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Verify that the caller is authorzied to call
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Which letter sequence is the order of the stops below in the incident management process?
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Authenticate the User, Log the incident,Prioritize the problem, Archive the incident
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The purpose of prescreening an incident is to ___
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determine the type of incident and how the help desk staff will handle it
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Which category of help desk incident is "My computer runs slowly when I access the Internet with a modem int he evenings?"
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A problem
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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.
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incident screening
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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.
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escalation
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The incident management step in which a closed incident is strored for later use in a knowledge base of solved problems is called___
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archive the incident
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___is not a category of management issues covered by the ITIL(Information Technology Infrastructure Library)
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Personnel management
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____is not a common source of job stress among user support workers.
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All of these are common sources, inadequate training, abusive users, inadequate resources
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Time management tools in a help desk osftware package probably have the greatest impact on the productivity of ___
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a help desk agent
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A help desk software package that includes asset management can help a support staff control___
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an organization's equipment inventory
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Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use to ___
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a help desk manager
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HelpSTAR is an example of a(n)____
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commercial help desk package
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In a HelpSTAR dashboard, throughput measures___
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the volume of incidents in various categories
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A telephone system that can answer calls, greet callers, provide menus, and route calls is a (n) ____
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automated call distributor
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In help desk jargon, ACD stand for___
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automated call distributor
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Which of the following forms of communication between a user and an agent is asynchronous?
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email
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The ___ technology trend may change the way computer users access software and data.
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cloud computing
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Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
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Virtualization
