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Customer Support Exam
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Customer Support Exam
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25 Questions

1. What effect did the large number of OSs and software packages have on employee cross training and productivity?

2. A software tool that automates many of the tasks associated with a training program, such as authoring, testing, and administration, is a _____.

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

4. Where there is a current state of events X and a future desired state of events Y, and the troubleshooter's objective is to move from X to Y, the troubleshooting activity is called _____.

5. Remote access to a user's PC can be implemented with a _____.

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

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

8. Detailed steps for performing a task are generally described in which part of a document?

9. Theft of information, use of computer to commit sabotage or embezzlement and fraudulent use of a computer are examples of _____.

10. '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 ______.

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

12. Which training format is generally the most cost-effective because of the ratio of trainees to trainers is highest?

13. During which training step does a trainer develop details about the specific topics to cover and how to present them?

14. In the weighted point evaluation method, when 2 products evaluators disagree about the score for a product, which of these is the least likely strategy?

15. A communication skill commonly used in active listening is _____.

16. A support agent should aim to use language that is ___ the language level that the user uses.

17. Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____ (decade).

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

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

20. Which type of document is often used to describe the steps to install a software package?

21. Which help desk positions is often staffed by an employee with programming or product development experience?

22. When covered in a training session, hardware or software features that are unusual and rarely used are sometimes called ____.

23. Benchmark tests on competing products can be used to select ____.

24. Posts to a user forum with commentary on a single topic, arranged in date order, ae called ____.

25. A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's needs is called a ____.

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