pc help desk study

TCO stands for ____.

total cost of ownership

People who want to use technology at home, on the job, or in school often make their purchase based on advertising.

true

This platform allows users to communicate with family, friends, and business colleagues by posting personal information, photos, video clips, and links to other websites.

social media

IS and IT means the same thing.

true

A microcomputer is a complete computer also called a _.

personal computer

A user who doesn't take adequate breaks and loses work time due to ___, which is severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist.

carpal tunnel syndrome

What is another way to classify end users?

internal or external users

Warranties of 90 days to a year are common.

true

This enables users to plan and schedule individual tasks and collaborate on team projects.

planning and scheduling

Even after the initial purchase of a system and peripherals, additional costs may arise.

true

As computer costs decreased, technology capabilities doubled every ____ to _ months due to advances in ___ technology.

18 to 24; microcomputer

When computer technology was first used in businesses, most workers did not have computers on their desks.

true

Different operating systems often represents an added cost.

true

GUIs and point-and-click devices made programs much easier to use than command-oriented software.

true

What is the purpose of electronic mail and messaging?

allows people to instantly communicate, share information, and stay connected across any distance.

Almost all software applications are designed to increase users' productivity.

true

Users experience an array of problems. Name three.

waste of resources

user mistakes

computer crime

theft of resources

invasion of privacy

abusive users

_ is a good example of technical support service that can add substantially to the cost of technology use.

training

An person whose primary job is to collect, prepare, process and distribute information is called a _.

knowledge worker

The invention of central processing units and peripheral devices was developed in what year ____.

1940s

GPS stands for ___ ___ ___.

geographical point system

GUI stands for ___.

graphical user interface

Most PCs are not sold with a limited warranty.

false

What is the purpose of a spreadsheet?

to organize, calculate, and analyze data efficiently using tables, formulas, and charts

The rapid growth of the Internet as a global network begin in the 1980s.

false

During a warranty period, hardware problems are repaired or replaced without charge.

true

The typical life of a computer is to .

two to four

What does KSA stand for?

knowledge, skills, and abilities

A user's first impression of a support agent comes from the ____.

incident greeting

Even in a telephone call, clients can often tell whether a support staff member values the call.

true

Of the three essential communication skills, listening comes before understanding and responding.

true

Putting a caller on hold is considered a poor customer service tactic.

false

Eye contact and facial expression are examples of nonverbal behavior.

true

One goal of incident management is to give users information about how they should organize their files, improve their personal work habits, and make more effective use of their technology.

false

Effective communication skills are more important in telephone conversations than in face-to-face, email, or other forms of communications with users.

false

Support agents should avoid apologizing to users who have been kept on hold or who have been given the runaround.

false

Support websites that use Web 2.0 technologies differ from earlier support websites primarily in ____.

an emphasis on collaboration and communication among users

Factors such as personality type probably have little impact on the working relationship between a support agent and her or his colleagues.

false

Excellent customer service in a support organization is based primarily on which of these factors?

the ability to communicate effectively with users and solve user problems

One method support agents use to communicate effectively with a user on the telephone is to visualize the user and communicate with the visual image.

true

Empty phrases, such as, "Now let me see…," are effective ways for a support agent to fill pauses in a conversation.

false

How much information a support agent can divulge to a user is often determined by an organization's policies.

true

The likely result of increased user self-reliance will be to eliminate the need for user support agents as an occupation.

false

A feature of a website where discussions are posted by members of a user community is called a ____.

user forum

Which of these is not a primary strategy for a support organization that aims for customer service excellence?

meet all of a client's demands

A script to handle a support incident has ____.

several sequences of questions with multiple decision points or paths

The most effective strategy for using a script is to ____.

restate the script in your own words

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

any of these

Posts to a user forum with commentary on a single topic, arranged in date order, are called _.

a thread

Which type of nonverbal behavior is the least effective posture for support agents?

fold arms

Scripts designed to guide a support agent through an incident should ideally be memorized to be effective.

false

Communication skills are more often difficult for a new help desk agent to learn than technical skills or business skills.

true

Support agents develop their own incident management strategy from scratch.

false

Designers of customer service websites find that, since website content changes frequently, the design of a website is less important than its contents.

false

A support agent should aim to use language that is ____ the language the user uses.

slightly below

Incidents that involve complaints ____.

are a valuable source of feedback and suggestions about products

A commitment to customer service excellence means the customer is always right.

false

A comprehensive client service orientation among support staff applies to every staff member, and to every mode of user communication.

true

Goal-directed diagnostic questions are designed to move a support incident to a successful resolution.

true

Feedback from users, other support agents, and supervisors is useful information for a support agent who wants to develop a personal incident management strategy.

false

Dissatisfied clients are more likely than satisfied clients to ____.

contact the help desk repeatedly for assistance

Analysis and evaluation of a user's message is likely to occur during which type of listening?

critical

One measure of whether a support agent understands a problem is that they can express the user's problem in ____.

the support agent's own words

When reading a lengthy, prepared response to a user, the best strategy is to tell the user you a reading a passage to them.

true

A support agent should work to deny the sense of self-importance of users who are "power users."

false

A rising inflection at the end of a sentence communicates that a support agent is unsure or lacks confidence.

true

In order to educate users, a support agent should use technical terms and explanations in communications with users.

false

A technical writer should stop editing a document when edit passes result in fewer and fewer significant changes in the document.

false

When choosing alignment for a paragraph of text, the easiest to read is ____ text.

left-aligned

Which of these words is least descriptive of the information on a webpage?

comprehensive

A dangling phrase is an expression in a sentence that adds little to the meaning other than to make the sentence longer.

true

Most technical documents should contain a mixture of compound and run-on sentences.

false

What is the sequence of these steps in the technical writing process? A) proofread the document B) generate a list of ideas C) arrange for an outside reviewer D) write a first draft

B, D, C, A

Specialty typefaces add interest to a document, but can be more difficult to read and should not be overused.

true

The abbreviation CPU for central processing unit is an example of a(n) _.

acronym

Use of acronyms or initialisms where they are not defined or well-known makes documents difficult to understand.

true

A sentence is in active voice when its subject performs the action indicated by the verb.

true

Since email messages are addressed primarily to other workers in a company, support specialists need not be overly concerned about their writing style in an email message.

false

The medium used to transmit a piece of technical writing (print or online) makes little difference in the length or writing style of a document.

false

Although technical writing is similar in some ways to other kinds of writing, the writing style is different from personal letters, research papers, or novels.

true

A sentence is in passive voice when its subject receives the action performed by the verb.

true

The goal of technical writing is to communicate effectively and efficiently information that users need.

true

Brainstorming is a method used to general a list of possible topics that may or may not be included in the final document.

true

Which of these is least likely to be a purpose of proofreading the final draft of a document?

check definitions of terms

Parallel structure is a writing strategy that all paragraph indentations in a document start with a consistent tab size.

false

A hierarchical organization of a document flows from top to bottom because information is organized from general to specific.

true

A cross-reference or link to where a reader can find additional information about a topic is called a(n) ____.

pointer

In general, sans serif typefaces are easier to read than typefaces which contain serifs.

false

A document that is organized as a step-by-step introduction to the features of a software application is called a ____ manual.

tutorial

A technical document with a sequential organization follows a step-by-step approach.

true

All users prefer online documentation to printed documentation because of its easy access to the information needed.

false

The more time a technical writer spends on the first draft of a document, the less need there is for an outside review of it.

false

Documents organized in a tutorial format guide a reader step-by-step through the features of a program or the operation of a PC.

true

The easiest documents to read are those that contain white space in margins and between paragraphs.

true

Which of these types of documents is often used to describe the steps to install a software package?

user guide or manual