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Customer Support Exam
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Avg score: 62% • Most missed: “The primary purpose of help desk performance statistics is to ______.”
Customer Support Exam
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25 Questions

1. Performance objectives for a training session should be ____.

2. Ways in which the current problem is similar to other problems is called _____.

3. The _____ position is unlikely to exist in a help desk that is organized in a multilevel support model.

4. A series of letters that represent a phrase is called ______.

5. The most effective strategy for using a script is to _____.

6. _____ is not a primary strategy for a support organization that aims for customer service excellence.

7. Severe hand or wrist pain due to an inflammation of the tendons in a user's han and wrist is called _____.

8. A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk, is _____.

9. A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of _____.

10. What responsibility would you least expect to find in a position description for a user support specialist?

11. The ____ help desk position is normally staffed by an entry-level employee.

12. In a cost-benifit analysis, a software package that permits and organizations to offer its customers expanded services would ne considered an opportunity to _____.

13. 'I can give you a workaround for this problem, then later we can diagnose the cause of teh problem so you don't encounter it again,' is an example of ______.

14. Which personal characteristics make a successful troubleshooter?

15. How well trainees perform on a performance test is feedback primarily to _____.

16. Compared with education, the primary goal of training is to _____.

17. A mental model to help a computer troubleshooter understand and explain a problem situation is based on ____

18. The purpose of a UPS backup battery is to permit a computer system to _____.

19. Time management tools in a help desk software package probably have the greatest impact on the productivity of ___.

20. A user's forearms should extend ____ to a keyboard.

21. A procedure or feature that accomplishes the same result as another feature that does not work correctly due to a software bug is called a _____.

22. Tools to manage service level agreements in help desk software probably are of greatest use to _____.

23. A device that regulates the electrical power on a circuit into which a computer will be connected is a(n) ____.

24. When investigating alternatives in a user needs assessment project, a decision to reconfigure existing software is an example of a(n) ____.

25. In creative thinking, a hypothesis is usually based on a ______.

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