CPT-267; Mid-term

End-user computing refers to the use of computers for both business and personal use.

T/F

True

The first computers used widely in businesses were available during the 1940s.

T/F

False

Which of these was not a primary characteristic of computer use in the 1950s and 1960s?

Served as an Internet host computer

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

1980s

Widespread use of the Internet by business and home users first occurred in the ____.

1990s

Which of these is not one of the trends that led to growth in decentralized computing during the 1980s and 1990s?

Increase in the cost of large-scale computer systems

Computer technology generally doubles in capacity every two ____.

years

Classifying end users as internal versus external is a classification by ____.

relationship

Peripheral devices are part of a computer system's ____.

hardware

Which of these categories of computer software can add thousands of dollars to the cost of a computer system?

Specialized software

Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system?

Information costs

Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.

desktop publishing

A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.

spreadsheet program

A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.

web browser

Application software that is intended for use in a specialized business environment is called ____.

industry-specific applications

A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common problem?

User mistake

Making an illegal copy of a software program is called ____.

piracy

Which of these is generally considered security threats?

Any of these:

Virus

Spam Email

Keystroke Logger

Carpal tunnel syndrome is an example of which common problem?

Ergonomics

The Bureau of Labor Statistics forecasts that the number of computer and network support specialist positions in the US will grow at about ____% over the next 10 years.

20

Employees who provide informal peer support to other users in an organization ____.

often have little or no training in user support

An organization that provides a wide range of support services to users is called a(n) ____.

user support center

Which of these is an advantage to outsourcing as a way to provide user support?

Outsourcing takes advantage of expertise a company does not have.

The purpose of support standards is to accomplish all but which of the following?

Expand supported products

The process of unpacking, setting up, and configuring new technology for a user is ____.

system installation assistance

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

any of these

via telephone

face-to-face

via email

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.

Effective communication skills are based primarily on a support agent's ability to ____.

any of these

listen and read effectively

understand a user's problem

communicate solutions to a user

“I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don’t encounter it again.” is an example of ____.

empathy

A script to handle a support incident has ____.

several sequences of questions with multiple decision points or paths

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

fold arms

Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.

too fast

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

you will research the question and get back to the user

A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ____.

point the user to useful information about file organization

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

an emphasis on collaboration and communication among users

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

a thread

Incidents that involve complaints ____.

are a valuable source of feedback and suggestions about products

The Myers-Briggs Type Indicator (MBTI) measures ____.

personality and work style preferences

A website that contains large numbers of misspelled words and grammatical errors fails which of these general criteria ____.

mechanics

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

user forum

In a telephone communication, which of the following is the least likely telephone activity a support agents needs to develop?

a way to hang up on abusive users

Which of these is not a recommended incident management strategy for support agents?

Don't admit that you're wrong or don't know

Which of these is not one of the four goals of incident management?

Complete the incident in the least amount of time possible

Which type of nonverbal behavior is suggested for effective voice quality?

all of these

use the inflection to add interest

speak at a normal pitch

use a warm, upbeat tone of voice

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

restate the script in your own words

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

incident greeting

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

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

critical

Dissatisfied clients are more likely than satisfied clients to ____.

contact the help desk repeatedly for assistance

Incidents that involve complaints ____.

are a valuable source of feedback and suggestions about products

Which of these types of documents is primarily intended to catch the eye of the reader and promote an event?

Brochure or flyer

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

User guide or manual

Which of these forms of documentation often contains hyperlinks to related topics?

Online help

Documentation that describes the steps to perform a task or a checklist of steps is ____.

procedural documentation

Which of these is not a characteristic of technical writing?

Concludes with the most important point at the end of a section

“Technical writing should be concise and it should be informative.” is an example of a ____.

compound sentence

Technical Writing Starts with the most important point at the beginning

T/F

True

Match the general sections of the hierarchical organization with the appropriate topic (all or nothing scoring):

1. Summary

2. Body

3. Introduction

1. Summary-

   Who are the intended readers of the document

2. Body-

   Common problems users encounter

3. Introduction-

   Links or references to additional information

Detailed steps on how to perform a task are generally described in which part of a document?

Body

A reading level that is appropriate for most technical documentation is ____.

10th grade

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

During the development of a first draft, a technical writer is probably least concerned with ____.

correct spelling

A second edit pass that many writers perform is a technical accuracy check

T/F

False

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

Check definitions of terms

Whether to use the form 'Plug-n-Play' or 'Plug-and-Play' in a document would likely be specified in a ____.

style sheet

The concept that similar items should be handled consistently throughout a document is called ____.

internal consistency

Use of too many design elements, such as color, clip art, shading, borders, and fonts can distract a reader from the information in a document.

T/F

True

_________________ text is aligned at both the left and right margins and is difficult to read

Justified

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

left-aligned

Under normal circumstances, the body of a document should be formatted in a ____ typeface.

serif

The sentence “Larry will present a tutorial on Excel macros on Tuesday next week” is in ____ voice.

active

“Development of software is not a frequent user support function” is an example of ____.

nominalization

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

initialism

A(n) ____________________ phrase is one or more words at the beginning or end of a sentence that add little to the meaning of the sentence.

Dangling Modifier

__________________ is a criterion in a document evaluation checklist that asks whether words are spelled correctly and are grammatically correct.

Mechanics

__________________ is a criterion in a document evaluation checklist that asks whether the information is easy to locate with identifiable transitions between topics.

Organization

__________________ is a criterion in a document evaluation checklist that asks whether the information is relevant, complete and accurate.

Content

Troubleshooting technology problems can best be described as a(n) ____.

iterative, repetitious procedure

Which of these sequences is the order of the steps below in the iterative problem-solving process?

a) formulate and test hypothesis    b) collect information    c) analyze results    d) consider alternative explanations

b, d, a, c

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

problem solving

The cognitive skills a troubleshooter uses to understand and explain an event or a situation are called ____.

critical thinking

A troubleshooter's ability to design and test hypotheses in order to solve a technology problem is based on ____.

critical thinking

A way in which a current problem is similar to other problems are called ____.

analogies

The ability to step back from a troubleshooting situation and analyze one's own thinking process is called ____.

metacognition

The concept that a listener is an involved participant in the communication process is called ____.

active listening

A follow-up question a troubleshooter asks to get additional information about a problem situation is called a(n) ____.

probe

___ is not one of the five critical questions suggested in the chapter.

How much experience do you have using this system?

Which of these is not normally part of an explanation to a user?

Description of the various alternatives the support agent considered to find a solution.

“I want to confirm that, with the changes we made to your software, you can now enlarge the font in your document.” is an example of ____.

verification

An organized collection of information, articles, procedures, tips, and problem solutions is called a ____.

knowledge base

An automated service that consolidates and distributes information from newsgroups, blogs, forums and news websites is called ____.

Really Simple Syndication (RSS)

Rebooting a system in an attempt to fix a problem is an example of the ____ problem-solving strategy.

Look for an obvious solution.

A troubleshooter who tries to print a page on a printer a user says no longer prints is using the ____ problem solving strategy.

Attempt to replicate the problem.

Remote access to a user’s PC can be implemented with a ____.

Virtual Private Network

Hardware technicians frequently use ____________ replacement as a tool to diagnose and repair

Module

The ____________ replacement strategy also works on software. 

Module

In _____________ testing, a troubleshooter formulates and hypothesis or hunch

Hypothesis

Another problem solving strategy is to "pare back" a system to a __________ (stable) configuration

Base

_________ is one of the constant features of the IT industry

Change

Hardware components that cannot operate together in the same PC are called ____.

incompatible