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FBLA Help Desk Test
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FBLA Help Desk Test
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25 Questions

1. ___are used to deliver presentations, lectures, and workshops over the Internet.
2. Which one of the following is not an electronic threat to security of computer systems?
3. Tracking the incident to ensure that the customer is kept informed about the status of the incident is called:
4. A filtering process that helps agents identify problems and quickly respond to requests for information, often without initiating a formal incident is:
5. This refers to hardware or software that appears in ads or press releases but not yet available for sale.
6. This device filters out noise from the service desk that the customer may hear (e.g., phone ringing, people talking nearby).
7. A request that is beyond the capabilities of the service desk are:
8. A common ACD feature that sends calls to another agent queue when one queue is long or calls have been in a queue longer than a pre-defined time period is:
9. A sequence of tasks that must be completed on time to meet a project's deadline is:
10. A(n) ___call center primarily does telemarketing.
11. A standard set of text, questions, and behaviors particularly useful when providing technical support is called:
12. What item is not a technique for staying in control as a help desk agent?
13. ___is a task-oriented division of the work to be done in a given project.
14. ___is the most widely recognized and required certification for entry-level help desk service technicians.
15. ___distribute(s) digital media files over the Internet to personal computers and portable media players.
16. Which type of experience is least likely to help you prepare for a help desk career?
17. The diversified demand of a technical support desk lends itself to the following because the demands are too great for a single analyst.
18. Email response management systems:
19. When the budget items required to run the help desk are considered an expense to the company, the help desk is referred to as:
20. A widely recognized entry-level vendor certification is:
21. A learning method on the higher continuum of retention/performance is called:
22. A____help desk approach enables an organization to provide 24-hour coverage with each regional service desk working only during the usual business hours for its location.
23. 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.
24. If your help desk provides good Web-based support, which is not true?
25. ________involves measuring a person's physical characteristics, such as a palm print or the retina of an eye.

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