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A Guide to Customer User Support Quiz 6

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

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