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FBLA Help Desk Test
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FBLA Help Desk Test
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25 Questions

1. A process that involves several paths or approaches to problem solving is:
2. What is it called when a person performs corrective action that repairs, replaces, or modifies the source of a help desk incident/problem?
3. In the ___, the support industry, in an effort to elevate the role of the help desk, began to offer certification programs geared specifically to help desk professionals.
4. A leading help desk supplier in the market is:
5. What terms refer to an incident that is causing significant business impact?
6. What is it called when a user interacts with a database of information by pressing keys on a telephone or speaking simple words into the telephone?
7. A(n)____is a department or a person within a company that supplies information, products, or services to another department or person within the same company.
8. Which type of experience is least likely to help you prepare for a help desk career?
9. An area outfitted with equipment and furnishings for a worker is known as:
10. Which one of the following is not an electronic threat to security of computer systems?
11. A technology that transmits voice communications over the Internet rather than telephone lines is:
12. A(n) ___call center takes orders, responds to billing inquiries, and provides customer support.
13. A sequence of tasks that must be completed on time to meet a project's deadline is:
14. Tracking the incident to ensure that the customer is kept informed about the status of the incident is called:
15. A filtering process that helps agents identify problems and quickly respond to requests for information, often without initiating a formal incident is:
16. ___is a summary document that describes the project, its objectives, and the way these objectives will be achieved.
17. What is the field that studies how to design a workplace that promotes worker health, safety, and productivity?
18. A help desk that has its analysts located at home or in another location is called a(n):
19. This refers to hardware or software that appears in ads or press releases but not yet available for sale.
20. A help desk that must cover its expenses and perhaps make a profit by charging a fee for support services is known as:
21. A(n) ___call center primarily does telemarketing.
22. ___is a term describing changing trends in the use of WWW technology that aim to enhance creativity, information sharing, collaboration, and functionality of the Web.
23. If your help desk provides good Web-based support, which is not true?
24. When you introduce the customer and the service provider to whom you are transferring the call but you don't stay on the line, it is called:
25. A set of tools and databases used to store, manage, and present information sources is:

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