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_________ is popular with desktop publishing, typesetting industry, and the MacIntosh OS.
Postscript
If the self-test page does not print or prints incorrectly, for a laser printer, replace the:
Toner catridge
Which of the following printers is best for printing in transparencies?
Thermal wax printer
Which of the following is true of Centronics cables used in parallel printing?
It will have DB-25 at one end and a 36 pin connecter at the other end
"Smileys":
Help readers interpret an e-mail writer's attitude and tone.
You have a problem using SMTP. You think that the problem is with port 25. How do you check to see if the problem is the port?
Telnet
You want to create an address book. You want to update it, and all employees need to have immediate access without downloading. Which of the following should you create?
directory server
What defines the format used by e-mail software to send nontext data over the Internet?
MIME
EICA and MCA devices do not have a jumper setting. How are they configured?
EISA configuration utility or IBM reference diskette(MCA)
To encrypt e-mail, use:
PGP
This sends calls to another agent queue when one queue is long or calls have been in a queue longer than a pre-defines time period.
Overflow routing
What type of lighting is used to spotlight desk tasks such as writing and reading and also can be used to reduce high contrast of light and dark areas in a workplace?
Task lights
A ______ is a replacement for one or few modules of software package to fix known bugs.
Patch
Specific, objective, quantifiable data about the user support or help desk operation is called:
A. Performance statistic
This is the basic Internet program hat lets you verify that a particular Internet address exists and can accept request.
D. Resource reservation protocol
___ is a term describing changing trends in the use of WWW technology to aim to enhance creativity, information sharing, collaboration, and functionality of the web
Web 2.0
A(n)___ is a computer user's representation of him or her.
Avatar
_____ is based on a scheme that enables an individual to gain credits for each certification exam taken.
ITIL Certification
_______ is the most widely recognized and required certification for entry-level help desk service technicians.
CompTIA Certification
A widely recognized entry-level vendor certification is:
Apple Certified Support Professional
If your help desk provides good Web-based support, which is not true?
Help desk analysts must get better at solving simple problems quickly.
In the _______, the support industry, in an effort to elevate the role of the help desk, began to offer
certification programs geared specifically to help desk professionals.
Early 1990s
Which type of experience is least likely to help you prepare for a help desk career?
Experience Stocking Selves
______ is a summary document that describes the project, its objectives, and the way these objectives will be achieved.
Project Plan
_____ is a task-oriented division of the work to be done in a given project.
Work Breakdown Structure
. A(n) ________ call center is not a typical type of call center.
Multipurpose
A(n) _____ call center take orders, responds to billing inquiries, and provides customer support.
Inbound
A(n) ______________ call center primarily does telemarketing.
Outbound
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.
Internal Service Desk
Tracking the incident to ensure that the incident to ensure that the customer is kept informed about the status of the incident is called:
Taking Ownership
__________ uses training systems that people can access from any personal computer that has an Internet connection and a browser
Internet-based training (IBT)
______ distribute(s) digital media files over the Internet to personal computers and portable media players.
Podcasting
____ are used to deliver presentations, lectures, and workshops over the internet.
Webinar
A help desk that has its analysts located at home or in another location is called a(n):
Virtual help desk
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
Follow-the-sun
The process of determining a customer's need and routing him or her to the appropriate support group is known as:
Triage
When the budget items required to run the help desk are considered an expenses and perhaps make a profit by charging a fee for support services is known as:
Cost center
A leading help desk supplier in the market is
World Data Systems
A help desk that must cover its expenses and perhaps make a profit by charging a fee for support services is known as:
Profit Center
The most common help desk being outsourced today is:
Hardware support and repair
____ involves measuring a person's physical characteristics, such as palm print or the retina of an eye.
Biometrics
The condition of good physical and mental heath, especialaly when maintained by proper diet and exercise, is called:
Wellness
An area outfitted with equipment and furnishings for a worker is known as:
Workspace
____ are physical symptoms caused by excessive and repeated use of the hands, wrists, arms, and thumbs
Repetitive stress injuries (RSIs)
____ is a common repetitive stress injury that affects the hands and wrists, particularly from repetitive typing.
Carpal tunnel syndrome (CTS)
To raise an incident from one level to another is known as:
Escalate
This 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.
Overflow routing
To recognize learning as the labor of the Information Age refers to:
Taking the time and energy to continually update and improve knowledge and skills
What type of lighting is used to spotlight desk tasks such as writing and reading and also can be used to reduce high contrast of light and dark areas in a workspace?
Task
What is the end result of a needs analysis project?
Deliverable
A ____ is a replacement for one or a few modules of software package to fix known bugs.
Patch
What is a telephone technology that answers and routes calls?
Automatic call distributor
Which one of the following asks customers to provide feedback on recently obtained support services?
Customer satisfaction survey
Which one of the following is NOT a strategy for handling a difficult customer?
Immediately transfer to a supervisor
Specific, objective, quantifiable data about the user support or help desk operations is called:
Performance statistics
A customer calls your help desk and begins to explain in detail what happened when he tried to use his Internet browser and how he attempted to fix the problem. At what point should you interrupt him?
Never
While staffing a help desk, you get a frantic call from an upset user who says his computer has no display on the monitor. What would be an appropriate question to ask?
Is the monitor turned on?
You are staffing a help desk. You receive a call from a client who indicates she lost a spreadsheet file that she is certain she saved to her hard drive. Which of the following statements would you use to
direct the client to open My Document in the most efficient manner possible?
Most programs automatically save to a folder called My Documents. There is usually an icon on your desktop for My Documents. Double click and open it and let's talk about what you see in that folder.
A staff member in another department calls and said his computer "doesn't work." What would be a good first question to ask?
When you say "doesn't work," what do you mean? What happens when you press the power
button?
You are troubleshooting a problem for a client at her desk, and your client is explaining the problem to you. Your cell phone rings, and you see it is your supervisor. What would be an acceptable action for
you to take?
Wait until your client finishes her description and run through any simple things you could try to
solve the problem. Then explain that you need to call your boss on yourcell phone.
One of your co-workers receives a new printer that you must set up and install. What should you do to complete the work request?
Set up the printer, install any necessary print drives, and then print a test page.
A staff member calls and indicates that her mouse is not working. The pointer on the screen will not move. What can you suggest to the staff member by phone to do to solve the problem? What would
be the last thing you would try to solve the problem?
replace the mouse with another mouse.
A customer calls and indicates his mouse is not functioning properly. When he moves the moves, sometimes the mouse will jump across the screen and sometimes it won't move at all. lt seems to click as the customer moves it. You learn it is not an optical mouse. You assume that the mouse ball is dirty and needs to be cleaned. How would you suggest the client clean the mouse ball?
Spray window cleaner on it and wipe it with a paper towel
You are giving a seminar to senior citizens on how to care for their computers. Which of the following would you say they should not use to clean their LCD display?
commercial glass cleaner
Someone calls and asks the best way to dispose of a CRT?
check for a recycling program in your community that accepts CRTs and take it there
A customer calls and asks a guaranteed way to protect your PC during a lightning storm. What would you suggest?
Unplug the computer and all its components
A client calls and asks "what are the best conditions in which to store their computer components"? What would you say?
cool and dry
While staffing a help desk, a customer brings in his computer and explains that he installed an additional drive into the computer. Prior to installing the drive, the computer worked; now it won't even power up-no lights, nothing. When he takes out the drive, everything works. What is the most likely problem?
insufficient wattage provided by the power supply
A client calls and indicates her computer starts for a few seconds, then it shuts down, and then it repeats that process. What could be the problem?
The fan isn't working and the CPU is over heated
A customer is interested in buying a computer and asks what "RAM" is. Howwould you explain the purpose of RAM?
It is a place where currently running programs are stored for faster access
A customer calls and indicates the clock on his computer keeps losing time. What would you do to solve the problem?
Replace the CMOS battery
You are staffing a help desk. A new employee is assisting acustomer and is upgrading the customer's RAM. Once he does that and restarts the computer, it won't boot at all. The fans and drives spring, but the computer screen stays black. The PC beeps over and over. What's the most likely problem?
The RAM was installed properly buy it may be seated incorrectly
A customer has a digital camera that uses SD cards. She wants to be able to view the contents of the card on her computer. What would you suggest she install on her computer?
A card reader
A customer installs a new sound card on his computer, and now there is no sound coming out of the speakers. The computer boots OK. What would you suggest she do to her Windows XP computer to
get it working again?
Roll back the drivers and reinstall the old sound card
lf you encounter a laptop that doesn't seem to recharge and you know it has a new battery, what could be the problem?
AC adapter
A customer asks for the maximum range of current Bluetooth devices. How would you respond?
10 meters
A customer wants to create a wireless network with the maximum throughput speed? How will you respond when the customer asks for the maximum speed?
54 mbps
An employee calls the help desk and reports that he deleted a critical file from his USB flash drive and that he cannot find it in the recycle bin. What can you do to help him?
Nothing you can't recover it once deleted from the flash drive
What would you do to move a client's essential files and folders to his new computer?
File and settings transfer wizard
A client has a new computer in which accounts have been created for each member of her family. Which type of account should be created for the person who can access anything in Windows?
Administrator
A client calls your help desk and indicated that his new computer worked fine for 30 days and then nothing happened on day 31. She indicates something about activation, but she is not clear in what
she says. What do you think is the problem?
She siding complete the windows activation process
A customer calls and indicates he wants to set up a network for his four home computers to share his cable modem connection. What kind of network would you suggest?
Peer to peer network
A customer calls and indicates that she can receive e-mail from her lSP, but she cannot send an e-mail. What might be her problem?
SMTP problem
A customer calls your help desk and asks what she can do to protect her computer from malicious users. She will be connecting to a cable modem. What would you suggest that she have?
A firewall
A customer calls and gives you several different options of passwords that he would like to use on his bank accounts. What one would you say is the most secure?
RoBert!8*
The average amount of people a dissatisfied customer tells about his or her bad experience
a dissatisfied customer tells between 9 to 15 people about their poor experience. And, nearly 13 percent of those dissatisfied customers tell more than 20 people
The ITIL Service Support model focuses on:
ensuring users have access to the tools they need to make the business work
A policy is a:
principle or protocol to guide decision making
Which is true about a presentation's objective?
Presentations are preferred over memos to meet your objective
Skills that are unique to the profession that the service desk supports, such as accounting or banking skills are called
industry knowledge
What are measurable objectives for analysts that support the service desk's mission called?
service desk analyst performance objectives
A goal of support service providers that seeks to increase user self-sufficiency and reduce a user's dependence on support service is
self-reliance
A ________ is a communications center that provides a single point of contact (SPOC) between a company and its customers, employees, and business partners.
service desk
Ensuring customer satisfaction is the goal of the
customer support center
Which one of the following is a benefit of self-service technical support?
provide users with a 24x7 option for some level of technical support
Help desk support is generally not provided by the use of:
social media
Which one of the following situations is the best example of a violation of ethical behavior in a support center?
making a personal long-distance phone call on a company phone during a break
Which one of the following statements is true about version 3 of the ITIL exam's definition of the difference between good practice and best practices?
Best practices are proven activities that have been successful, but have not yet become industry standard.
A customer Service Representative is usually required to have all of the following except:
financial management skills
Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which one of these is one of his recommendations for being effective?
be proactive
