Help Desk Final – Flashcards
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F
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True or False Since all customers should be comfortable using technology, analysts should not worry about asking questions that are too technical; they should avoid asking questions that are too simple.
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F
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True or False To minimize scope deviation, many companies have a project change control process in place for reviewing and approving scope changes.
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F
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True or False It doesn't matter whether you skip meals or eat too much; what is important is that you eat healthy foods when you do eat.
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F
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True or False Today, the service desk is primarily considered a stepping stone to other professions
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T
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True or False Research shows that the immune system breaks down when we do not handle stress well
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T
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True or False Many companies establish standards that determine what technologies customer use, which influence what technologies the service desk supports along with what resources the service desk can use to simulate incidents
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F
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True or False When helping a customer over the phone, you should always let the customer ask the first question, so he knows you are willing to listen
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T
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True or False The volume of an analyst's voice should always be loud enough that customers can hear, but it should not be so loud that it disturbs the surrounding people
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F
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True or False A feasibility report explores the viability, risks, and benefits of a proposed project such as implementing a new system or offering a new service. It also explores possible alternatives.
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F
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True or False If you are upset after a call, it is best to answer another call as quickly as possible to clear your head. If you take a break, it is more likely the negative thoughts will remain through further calls
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F
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True or False A simulation system is a technology that enables you to take over a customer's screen, mouse, or other connected device in order to perform tasks such as troubleshooting incidents, transferring files, and providing training.
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T
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True or False One advantage of service desks developing standard resolution formats is that it allows analysts with varying skill levels to obtain information at the level of detail that they need.
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F
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True or False According to the Tuckman Teamwork Model, during the acting stage, team members feel a sense of pride and satisfaction, and the team has become a close-knit community.
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T
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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 sytems, and Web-based systems, needed to capture data.
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F
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True or False A good practice is a proven way of completing a task to produce a near optimum result and is proven over time through experience and research to work for a large number and variety of people and organizations.
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T
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True or False Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.
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T
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True or False If a manager is going to evaluate an analyst's handling of a call, the analyst should be provided with a checklist of what constitutes a successful call, prior to being evaluated.
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F
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True or False Examples of status data are incident status, person or group assigned, date and time assigned, and details describing how an incident was resolved.
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T
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True or False Most successful teams are made up of players who have unique skills and exhibit varying approaches to teamwork.
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F
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True or False When interacting with know-it-alls, suggest alternatives and make sure they know their opinions are not correct
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C
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Justifying improvement initiatives typically involves stating the expected benefits in the form of goals or objectives and expressing those goals as what? a. baselines c. metrics b. tangibles d. benchmarks
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C
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What is the most expensive component of a service desk? a. processes c. people b. information d. technology
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C
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During the performing stage of a team, who will encourage the team to stay focused on its goals, and, when needed, revisit its goals in an effort to continuously improve? a. a communicator c. a collaborator b. a contributor d. a challenger
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D
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Which is an example of passive listening? a. Asking the speaker questions. b. Responding to the speaker. c. Waiting for the speaker to finish before you answer. d. Simply taking in information and showing little regard for the speaker.
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B
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Which is true about a VRU? a. It can provide the analyst with a history of the caller's previous incident. b. It allows the collection of a unique identifier and then verifies something about the customer. c. It enables screen pops. d. Both A and B.
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D
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Which term refers to the perceived worth, usefulness, or importance of a product or service to the customer? a. expectations c. customer service factor b. cost d. value
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D
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Which is an activity in the problem management process but not in the incident management process? a. investigation and diagnosis c. resolution b. identification d. root cause analysis
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A
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What does "letting a customer vent" mean? a. Let the customer state any points he has written down. b. Listen to him passively. c. Make sure you understand the situation even if it means constantly interrupting the customer. d. Both A and B.
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A
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Which is important in today's world? a. Develop project management skills. b. Try to avoid change. c. Make sure your work is perfect, even if it takes longer to do it. d. All of the above.
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A
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When is it appropriate to interrupt a customer? a. When he is being abusive. b. When he is describing what caused his incident. c. It is never appropriate to interrupt a customer. d. When he is upset.
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D
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What does the acronym ACD stand for? a. Answering Call Identification c. Available Call Diagnostic b. Attendant Call Distributor d. Automatic Call Distributor
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B
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For large projects, you should create a _____, which is a task-oriented breakdown of the work to be done. a. task list c. milestone chart b. work breakdown structure d. project plan
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D
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During incident resolution, when is customer notification appropriate? a. If the target resolution time will not be met. b. If the incident has a high priority and justifies frequent status updates. c. If the customer was dissatisfied with earlier solutions. d. All of the above
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D
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What is a person called who contributes to a group's success by cooperating freely and communicating openly with the others in the group? a. facilitator c. analyst b. supervisor d. team player
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C
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____ is/are consistently cited as the most important skill(s) for a support person. a. The ability to empathize c. Listening b. Problem solving ability d. Communication skills
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C
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Which concept does "Listening is not waiting for your turn to talk" explain? a. distractions c. jumping ahead b. imaging d. emotional filters
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D
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Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. personal stressors c. institutional stressors b. company stressors d. situational stressors
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D
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Comparing the service desk's performance metrics and practices to those of another service desk in an effort to identify improvement opportunities is called ____. a. baselining c. trend analysis b. cost-benefit analysis d. benchmarking
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A
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If one resolution can be used to solve many incidents or service requests, it is referred to as a ____. a. one-to-many relationship c. complex relationship b. multiple relationship d. reusable relationship
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A
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____ is the application of information along with people's experiences, ideas, and judgments. a. Knowledge c. Problem solving b. Common sense d. Wisdom
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A
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According to HDI, which has the highest cost per contact? a. walkup c. e-mail b. chat d. phone call
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A
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When dealing with angry or abusive customers, which is the best course of action? a. Be aware of your company's policies regarding these types of issues. b. Transfer the customer to an analyst who doesn't get upset easily. c. Handle the customer as you see fit, even if it means threatening legal action. d. Hang up the phone immediately and make notes accordingly in the incident record.
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B
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Which is true when developing working relationships with teammates? a. To have a successful team, teammates should be best friends. b. Listen actively to your teammates, as you would to your customers. c. Refrain from inquiring about your teammates' feelings. d. All of the above.
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C
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In the incident management process, ____, such as "When will my equipment arrive?", are typically handled by the service desk. a. known questions c. inquiries b. incidents d. questions
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B
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What is paraphrasing? a. Removing all acronyms from your speech. b. Restating information using slightly different words. c. Using appropriate technical jargon in your speech. d. Slowly repeating what the customer has just said.
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A
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Best practice frameworks such as ____ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations. a. ITIL c. HDI b. ERP d. ISO 20K
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A
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During incident resolution, when is management notification appropriate? a. When the required resources are not available to determine or implement a solution. b. If the status of the incident changes. c. When the incident is reported. d. All of the above.
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D
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According to the Tuckman Teamwork Model, which stage has the team members starting to take ownership for the team's performance and beginning to have confidence in the team's abilities? a. forming c. acting b. storming d. norming
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A
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What is the number one reason that customers choose to do business with another company? a. They felt an attitude of indifference. b. They moved away. c. They formed new relationships. d. They were dissatisfied with the product
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D
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Which is true about using calming techniques to handle difficult situations? a. Role-play a difficult situation with another analyst. b. Difficult situations arise outside of work too; practice calming techniques whenever the opportunity arises. c. Review a difficult call at a later time to see how you could have handled it better. d. All of the above.
