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Customer Support Exam
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Customer Support Exam
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25 Questions

1. An electronic magazine organized like a print publication, but distributed via a Web site, that may contain product reviews and comparisons is call ____.

2. Software designed specifically for a highly specialized industry is called _____.

3. An organized collection of information, articles, procedures, tips and problem solutions is called a _____.

4. In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?

5. The first PCs were used in businesses and homes in the _____ (decade).

6. Viewing a system as a group of subsystems begins the search for the problem at _____.

7. Fine lines that extend from the top and bottom of a font's letters are called ____.

8. Which type of cleaner is generally not recommended for use on laptop display screens?

9. The sentence 'I know I saw the information I need in this document, but now I can't find it,' violates which general writing criteria?

10. Which kind of questions gives an applicant for a help desk position a specific problem to solve that is representative of situations that help desk agents actually encounter?

11. Which type of nonverbal behavior is suggested for effective voice quality?

12. The footprint of a desktop computer case is ______.

13. Effective communication skills are important primarily to support agents who communicate ____.

14. In a user needs assessment project, an analyst develops a model of the proposed new system and makes a buld vs buy recommendation during which phase?

15. The purpose of benchmarks and weighted point evaluation methods is to make the product selection as ____ as possible.

16. CBT and WBT for those preparing for certification exams are _____ courses.

17. Which form of documentation often contains hyperlinks to related topics?

18. 'Act with integrity and honesty in dealing with the public, end users, coworkers, management and competitors', would likely be covered in a ___ ___ of ___ _____.

19. Which software package is likely to be most expensive?

20. Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called _____.

21. What is a role that user support trainers are not likely to perform in the future?

22. In the weighted point evaluation method, the product that is usually selected is the one with ____.

23. The height of a keyboard from the floor should normally be _____.

24. Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.

25. ___ feasibility considers when a computer system must be operational as well as other project schedulaing requirements.

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