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Principles of customer service Exam
Customer Service Exam 2 Question
with Answers
- A burn-in test is the operation of a new PC continuously for 48 to 72 hours to identify obvious problems or temperature- sensitive components - Correct Ans: ✅ true
- A user who presses the wrong sequence of keys in a software program is a victim of ____. - Correct Ans: ✅ a user mistake
- A mismatch between the type of printer connected to a PC and the software printer driver installed is an example of a ____. - Correct Ans: ✅ configuration problem
- Installation of shareware software may conflict with existing software and cause a PC to fail to operate - Correct Ans: ✅ true
- Open source software is developed collaboratively by a loose- knit team of programmers who agree to improve a software product and make the program freely available to any user. - Correct Ans: ✅ true
- A 48- to 72-hour period during which a PC or component is operated nonstop prior to installation at a user site is ____. - Correct Ans: ✅ a burn-in test
- Most hardware component problems are the result of failures
due to incorrect electrical supply to a PC. - Correct Ans: ✅ false
- Network problems are often traceable to ____. - Correct Ans:
✅ some combination of all of these
- If a user reinstalls a software package from the original distribution media, they must also install any patches that had been previously installed to fix bugs. - Correct Ans: ✅ true
- Which of these version numbers is likely the most recent version of a software package?
- 3.5A - Correct Ans: ✅ 3.
- software
- both A and B
- neither A nor B - Correct Ans: ✅ both A and B
- If a PC, over a period of time, takes longer and longer to perform a task such as a File Save operation, it likely has a ____. - Correct Ans: ✅ performance problem
- A new release of a software package generally contains
more new features than a new version. - Correct Ans: ✅ False
- Donationware is software which is free to use, but for which the author requests a donation to support continued development - Correct Ans: ✅ True
- Major coding mistakes made by programmers when they
write software are called ____. - Correct Ans: ✅ bugs
- Most technology performance problems indicate that a
hardware component is about ready to fail. - Correct Ans: ✅ False
- Vendor documentation on software products is generally sufficient for a user or support specialist to determine the problem when a program malfunctions. - Correct Ans: ✅ False
- Freeware is software that can be downloaded without any cost, but users must pay a licensing fee prior to the use of the program. - Correct Ans: ✅ False
- A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____. - Correct Ans: ✅ User misunderstanding
- Support staff can reduce the likelihood of hardware
configuration problems today by purchasing ____. - Correct Ans: ✅ Plug-and-Play-compatible hardware
- A software package feature that periodically checks the
vendor's website for software updates is called ____. - Correct Ans: ✅ automatic update
- All shareware software is written to conform to industry- wide program development standards and is compatible with other software on the platforms for which it was developed. - Correct Ans: ✅ False
- Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems? - Correct Ans: ✅ Hardware malfunctions
- Installation software utilities are capable of examining the hardware configuration to determine whether the software and hardware are compatible and adjust software settings to match hardware. - Correct Ans: ✅ True
- Users who forget passwords and PINs are a common
source of support problems. - Correct Ans: ✅ True
- Rental or subscription software is accessed from a cloud
server rather that downloaded to a PC or tablet. - Correct Ans: ✅ True
- Plug and Play hardware automatically adjusts software settings to take maximum advantage of the hardware's capabilities - Correct Ans: ✅ True
- Donationware is software which is free to use, but for which the author requests a donation to support continued development - Correct Ans: ✅ True
- Freeware is software that can be downloaded without any cost, but users must pay a licensing fee prior to the use of the program. - Correct Ans: ✅ False
- Most hardware devices that malfunction today are ____. -
Correct Ans: ✅ replaced
- A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____. - Correct Ans: ✅ update
- Major coding mistakes made by programmers when they
write software are called ____. - Correct Ans: ✅ bugs
- Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____. - Correct Ans: ✅ open source
- As software has improved in recent years, problems due to security breaches are now fewer than in previous decades - Correct Ans: ✅ False
- A mismatch between the type of printer connected to a PC and the software printer driver installed is an example of a ____. - Correct Ans: ✅ configuration problem
- A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.
- Most components today use which of these strategies to
maximize hardware compatibility? - Correct Ans: ✅ Plug and Play standards
- In some cases, hardware components that work when installed individually in a PC do not operate correctly when installed together in the same system. - Correct Ans: ✅ true
- A user who purchases an image scanner that is incompatible with the PC to which he or she wants to connect it is a victim of a ____. - Correct Ans: ✅ wrong product purchase
- Plug and Play hardware automatically adjusts software settings to take maximum advantage of the hardware's capabilities. - Correct Ans: ✅ false
- A PC that operates, but does not work as efficiently as it
should, has a ____. - Correct Ans: ✅ performance problem
- Most hardware problems are due to components that
burn out during the operation of a PC. - Correct Ans: ✅ False
- Which letter sequence is the order of the steps below in the incident management process? a) authenticate the user b) archive the incident c) log the incident d) prioritize the problem - Correct Ans: ✅
- A help desk incident that is a simple question may get identified early and not go through every step in the incident management process. - Correct Ans: ✅ True
- The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is ____. - Correct Ans: ✅
- The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible. - Correct Ans: ✅ True
- Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk. - Correct Ans: ✅ True
- Help desk operations retain an archive of previously resolved incidents in a knowledge base to document the steps to resolve each incident as an information resource to help desk agents. - Correct Ans: ✅ True
- Help desk software that includes asset management can help a support staff control an organization's equipment inventory. - Correct Ans: ✅ true
- Virtualization is a method of allocating the resources of a computer into multiple execution environments, each of which may execute its own operating system and application software. - Correct Ans: ✅ True
- The academic version of LBE Helpdesk featured in the text book is a subset of the features of the full commercial version. - Correct Ans: ✅ False
- LBE Helpdesk, featured in this chapter, is an example of
a(n) ____. - Correct Ans: ✅
- The goal of incident logging in the incident management process is to begin to document the incident and the problem. - Correct Ans: ✅ True
- Help desk software often includes tools to help agents manage their time, such as calendars, reminders, scheduling, collaboration tools and project management tools. - Correct Ans: ✅ True
- Every help desk incident, no matter what kind, goes through the 12 steps of the incident management process described in the book, even if some of the steps don't always apply. - Correct Ans: ✅ false
- An online chat is an asynchronous type of communication
between a user and support agent. - Correct Ans: ✅ False
- The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint or work order. - Correct Ans: ✅ True
- Ergonomic problem that apply to technology users do not
necessarily apply to help desk support agents. - Correct Ans: ✅ False
- Job stress in a help desk position often indicates that an
agent has worked in the support industry too long. - Correct Ans: ✅ false
- LBE Helpdesk, featured in this chapter, is an example of
a(n) ____. - Correct Ans: ✅ a commercial help desk package
- The goal of incident logging in the incident management process is to begin to document the incident and the problem - Correct Ans: ✅ True
- The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible - Correct Ans: ✅ True
- In some incident management workflows, the assignment of an incident simply moves it from one queue into another queue. - Correct Ans: ✅ True
- An incident's priority code is based on the number of
incidents in a queue ahead of it. - Correct Ans: ✅ False
- Call management is another term for incident
management. - Correct Ans: ✅ False
- Help desk software packages often prepare statistical reports to provide support management with the information they need to operate the help desk. - Correct Ans: ✅ True
- The design of a help desk work area should reduce distractions, noise, and interruptions to the extent possible. - Correct Ans: ✅ True
- The principle concept in the multi-level support help desk
model is ____. - Correct Ans: ✅ lower level help desk staff can refer difficult problems to higher levels
- Knowledge bases in help desk software are sometimes
called smart databases. - Correct Ans: ✅ True
- The purpose of prescreening an incident is to ____. -
Correct Ans: ✅ determine the type of incident and how the help desk staff will handle it
- An incident management step, in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions, is incident ____. - Correct Ans: ✅ escalation
- Help desk software often includes tools to help support
managers measure user satisfaction. - Correct Ans: ✅ True
- Help desk software packages often include a report generator to prepare custom reports, but they do not include anything as powerful as a programming language. - Correct Ans: ✅ False
- The ____ help desk position is normally staffed by an
entry-level employee. - Correct Ans: ✅ Incident Screener
- The goal of the multi-level support model is to handle
most support incidents at ____. - Correct Ans: ✅ the lowest support level
- Which category of help desk incident is: "My PC runs slowly when I access the Internet with a modem in the evenings"? - Correct Ans: ✅ a problem
- A help desk structured into levels or tiers of support uses
a ____ support model. - Correct Ans: ✅ multi-level support model
- Which letter sequence is the order of the steps below in the incident management process? a) authenticate the user b) archive the incident c) log the incident d) prioritize the problem - Correct Ans: ✅ a, c, d, b
- The ____ help desk position is normally staffed by an
entry-level employee. - Correct Ans: ✅ Incident Screener
- In a help desk queue, the incident that will be handled
next is the most recent incident to enter the queue. - Correct Ans: ✅ False
- During the ____ step in the incident management process an incident is categorized as a request for information, a question, a problem, a complaint, or a work order. - Correct Ans: ✅ Incident screening
- An online chat is an asynchronous type of communication
between a user and support agent - Correct Ans: ✅ False
- One of the categories the Information Technology Infrastructure Library (ITIL) addresses is best practices in hardware diagnosis and repairs. - Correct Ans: ✅ False
- Web-based user support offers a cost-effective way to
communicate support information to end users. - Correct Ans: ✅ True
- Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC? - Correct Ans: ✅ virtualization
- A help desk structured into levels or tiers of support uses
a ____ support model. - Correct Ans: ✅ multi-level support model
- A telephone system that can answer calls, greet callers,
provide menus, and route calls is a(n) ____. - Correct Ans: ✅ automated call distributor
- Commercial help desk software packages are available for large help desk operations, but are too expensive for small- scale help desks. - Correct Ans: ✅ False
- Help desk software tools are available for support agents and managers, but few tools are available to help users access a help desk. - Correct Ans: ✅ False