A Guide to Customers User Support Quiz 7

question

Which of these support management concerns directly affects the support staff’s job?
answer

The support mission statement, support performance measures, staffing the support group.
question

Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
answer

Help desk fees for services
question

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 ____
answer

an Erlang unit
question

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?
answer

Use an Erlang calculation to estimate staffing needs
question

Which of these proficiencies (KSA) would a user support manager usually not specify in a position description for a suer support position?
answer

Marketing ability
question

A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member?
answer

Technical knkowledge and skills
question

Which of thse knkowledge, skills and abilities would a help desk manager probably not seek in an applicant for a help desk position?
answer

Programming skills
question

A paper-and pencil or verbal exercise that measures a job applicant’s technical understanding and problem-solving ability is a (n)___
answer

knowledge and skills test
question

Which of the following kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situtations that help desk agents actually encounter?
answer

Scenario question
question

Which of these is an important topic in a help desk staff training program?
answer

new staff orientation, performance appraisal criteria, ongoing training
question

Objective measures of the user support or help desk operation are called_____
answer

Performance statistics
question

The primary purpose of help desk performance statistics is to ____
answer

justify the value and expense of support services
question

Which of these is not a common method used to conduct a user satisfaction survey?
answer

Face-to Face
question

Which of these ways of organizing a support center has both an expense budget and an income budget?
answer

Profit center
question

Which of the following levels of support services likely costs the most to provide to users?
answer

Premium level services
question

Which of these levels of user support is likely to be the most responsive to a user’s needs?
answer

Premium support
question

A vendor-specific certification is ____
answer

none of these
question

Which of these can be examined for industry certification?
answer

any of these, help desk and support agents, user support groups, IT professionals
question

The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ___
answer

wendor-neutral exam
question

Which of the following is not a primary benefit of computer industry certification?
answer

Ability to identify a worker whose performance has fallen below industry standards
question

CBT and WBT for those preparing for certification exams are___ courses
answer

online tutorial
question

Which of thse testing methods is often used in industry certification exams?
answer

Computer adaptive test
question

A computer adaptive test may be able to determine a test taker’s proficiency level by asking as few as ___ questions.
answer

15
question

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?
answer

Computer Support Specialist
question

\”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?
answer

A professional code of ethical behavior

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