Chapter 6 Customer Service

question

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
answer

question

A help desk incident that is a simple question may get identified early and not go through every step in the incident management process.
answer

True
question

The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is ____.
answer

question

The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
answer

True
question

Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk.
answer

True
question

Help desk operations retain an archive of previously resolved incidents in a knowledge base to document the steps to resolve each incident as an information resource to help desk agents.
answer

True
question

Help desk software that includes asset management can help a support staff control an organization’s equipment inventory.
answer

true
question

Help desk software is intended primarily for internal help desk use and do not usually include email or Internet access capabilities.
answer

False
question

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.
answer

question

Job stress in a help desk position often indicates that an agent has worked in the support industry too long.
answer

false
question

The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
answer

question

____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
answer

Personnel management
question

In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
answer

True
question

The Intranet is the new name for Web 2.0 technology
answer

False
question

Virtualization is a method of allocating the resources of a computer into multiple execution environments, each of which may execute its own operating system and application software.
answer

True
question

The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version.
answer

False
question

LBE Helpdesk, featured in this chapter, is an example of a(n) ____.
answer

question

The goal of incident logging in the incident management process is to begin to document the incident and the problem.
answer

True
question

Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
answer

True
question

Every help desk incident, no matter what kind, goes through the 12 steps of the incident management process described in the book, even if some of the steps don’t always apply.
answer

false
question

An online chat is an asynchronous type of communication between a user and support agent.
answer

False
question

The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint or work order.
answer

True
question

Ergonomic problem that apply to technology users do not necessarily apply to help desk support agents.
answer

False
question

Job stress in a help desk position often indicates that an agent has worked in the support industry too long.
answer

false
question

LBE Helpdesk, featured in this chapter, is an example of a(n) ____.
answer

a commercial help desk package
question

The goal of incident logging in the incident management process is to begin to document the incident and the problem
answer

True
question

The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible
answer

True
question

Prescreening is an incident management step where incidents that a help desk cannot handle are rejected.
answer

False
question

In a help desk that uses a multi-level support model, the goal is to handle as many calls at the lowest possible support level.
answer

True
question

Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
answer

True
question

A service level agreement is a contract between a help desk agent and their manager that specifies the percent of incidents the agent will handle correctly during each work shift.
answer

False
question

Web-based user support offers a cost-effective way to communicate support information to end users
answer

True
question

Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
answer

True
question

In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
answer

True
question

An incident’s priority code is based on the number of incidents in a queue ahead of it.
answer

False
question

Call management is another term for incident management.
answer

False
question

Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk.
answer

True
question

The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
answer

True
question

The principle concept in the multi-level support help desk model is ____.
answer

lower level help desk staff can refer difficult problems to higher levels
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Knowledge bases in help desk software are sometimes called smart databases.
answer

True
question

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
question

An 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 ____.
answer

escalation
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Help desk software often includes tools to help support managers measure user satisfaction.
answer

True
question

Help desk software packages often include a report generator to prepare custom reports, but they do not include anything as powerful as a programming language.
answer

False
question

The ____ help desk position is normally staffed by an entry-level employee.
answer

Incident Screener
question

The goal of the multi-level support model is to handle most support incidents at ____.
answer

the lowest support level
question

Which category of help desk incident is: “My PC runs slowly when I access the Internet with a modem in the evenings”?
answer

a problem
question

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 ____.
answer

tracking
question

A support portal is a single point of web access for support services
answer

True
question

In a help desk queue, the incident that will be handled next is the most recent incident to enter the queue.
answer

False
question

In a help desk that uses a multi-level support model, the goal is to handle as many calls at the lowest possible support level.
answer

True
question

The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint or work order.
answer

True
question

A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
answer

True
question

A help desk structured into levels or tiers of support uses a ____ support model.
answer

multi-level support model
question

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
answer

a, c, d, b
question

The ____ help desk position is normally staffed by an entry-level employee.
answer

Incident Screener
question

In a help desk queue, the incident that will be handled next is the most recent incident to enter the queue.
answer

False
question

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.
answer

Incident screening
question

An online chat is an asynchronous type of communication between a user and support agent
answer

False
question

One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs.
answer

False
question

Web-based user support offers a cost-effective way to communicate support information to end users.
answer

True
question

Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
answer

virtualization
question

A help desk structured into levels or tiers of support uses a ____ support model.
answer

multi-level support model
question

A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.
answer

automated call distributor
question

Commercial help desk software packages are available for large help desk operations, but are too expensive for small-scale help desks.
answer

False
question

Help desk software tools are available for support agents and managers, but few tools are available to help users access a help desk.
answer

False
question

A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
answer

True
question

One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs.
answer

False
question

Help desk software that includes asset management can help a support staff control an organization’s equipment inventory.
answer

True
question

In help desk jargon, ACD stands for ____.
answer

Automated Call Distributor
question

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 ____.
answer

tracking
question

Every help desk incident, no matter what kind, goes through the 12 steps of the incident management process described in the book, even if some of the steps don’t always apply.
answer

False
question

The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible.
answer

True
question

The purpose of incident tracking is to document the complete history of activities that occurred while handling an incident.
answer

True
question

The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.
answer

resolution
question

LBE Helpdesk software includes a knowledge base that can be searched for problem resolutions.
answer

True
question

The Information Technology Infrastructure Library (ITIL) is a collection of best practices in the user support industry based on experiences of successful help desk operations.
answer

True
question

Cloud computing is a new way to access software that uses satellite technology to download applications to end users.
answer

False
question

Some help desk operations use a script to guide an agent through the steps in the incident management process.
answer

True
question

The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is ____.
answer

archive the incident
question

Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by ____.
answer

a help desk manager
question

Voice over Internet Protocol (VoIP) is a technology that may permit more support workers to telecommute.
answer

True
question

The goal of incident logging in the incident management process is to begin to document the incident and the problem
answer

True
question

The percentage of incidents that cannot be resolved during the incident management process is essentially zero.
answer

False
question

An automated incident tracking procedure is primarily useful in a large help desk operation, but of limited use in a small help desk operation.
answer

False
question

Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
answer

True
question

In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
answer

True
question

A server farm is a collection of interconnected computers with large, networked storage devices that hosts cloud computing over the Internet.
answer

True
question

The purpose of incident tracking is to document the complete history of activities that occurred while handling an incident.
answer

True
question

A support portal is a single point of web access for support services.
answer

True
question

LBE Helpdesk software includes a knowledge base that can be searched for problem resolutions.
answer

True
question

The usual sequence of incident escalation during help desk incident management is ____.
answer

from incident screener to product specialist
question

One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs
answer

False
question

In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue.
answer

True
question

Job stress results from physical and emotional responses to a mismatch between an agent’s personal characteristics and their job requirements
answer

True
question

The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model.
answer

Needs Assessment Analyst
question

In a help desk that uses a multi-level support model, the highest level of support is the most knowledgeable and experienced, so it usually handles most of the incidents.
answer

False
question

Some help desk operations use a script to guide an agent through the steps in the incident management process.
answer

True
question

The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version.
answer

False
question

Even when an incident is escalated to a higher level tier in the multi-level support model, the help desk agent who initiated the incident retains ownership of it.
answer

False
question

Ergonomic problem that apply to technology users do not necessarily apply to help desk support agents.
answer

False
question

Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools.
answer

True
question

A service level agreement is a contract between a help desk agent and their manager that specifies the percent of incidents the agent will handle correctly during each work shift.
answer

False
question

The Intranet is the new name for Web 2.0 technology.
answer

False
question

The Information Technology Infrastructure Library (ITIL) is a document of operational rules help desk organizations must follow to retain their industry certification.
answer

False
question

Web-based user support offers a cost-effective way to communicate support information to end users.
answer

True
question

LBE Helpdesk software contains many of the most common help desk software features, but managing technology assets is an add-on module.
answer

False
question

Voice over Internet Protocol (VoIP) is a technology that may permit more support workers to telecommute.
answer

True
question

The ____ technology trend may change the way users access software and data.
answer

cloud computing
question

A user support center provides a wide variety of user services, but a help desk is limited to answering user questions.
answer

False
question

Which of these help desk positions is often staffed by an employee with programming or product development experience
answer

Technical Support
question

An incident’s priority code is based on the number of incidents in a queue ahead of it
answer

False
question

A dashboard is a visual display to alert each help desk agent that incidents assigned to them are waiting to be handled
answer

False
question

The Information Technology Infrastructure Library (ITIL) describes procedures to manage incidents, problems, changes, releases and configurations
answer

True
question

One way to organize user support services that provides a single point of contact for an organization’s workers or customers uses a(n) ____.
answer

help desk
question

Authentication is an incident management step to determine whether it is appropriate for a help desk to handle a user’s incident
answer

True

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