Customer Support Test1

Question 1

Question

Answer 1

Answer

Question 2

A task a worker can either perform or not perform is called_.

Answer 2

KSA (Knoledge, Skills, Abilities

Question 3

Computer hardware sold today

Answer 3

CPU, Memory, Storage space, Keyboard, Mouse, modem, printer. Integrated and converging technologies, becoming more centerialized due to cloud computing.

Question 4

Computer peripheral

Answer 4

Hardware add-ons that plug into the computer’s system unit, either internally or externally.

Question 5

Cost of a computer system over a period of years

Answer 5

Total cost of ownership (TCO)

Question 6

Distributed computing links_..

Answer 6

workers and client in a small business or throughout an entire enterprise

Question 7

Ergonomics

Answer 7

a field that studies how to design a workspace that promotes worker health, safety and productivity

Question 8

Help Desk provides_..

Answer 8

a single point of contact for users in need of technology support services

Question 9

MOST user support staff members receive on-the-job training and continuing education?

Answer 9

Yes

Question 10

Reasons new or upgraded hardware or software do not operate correctly

Answer 10

incompatibality with each other, viruses,

Question 11

Support Agent

Answer 11

a worker that provides technology support resources and services, may also include additional job responsibilities

Question 12

User Mistake

Answer 12

Users who are careless or not properly trained easily make mistakes

Question 13

Waste of resources

Answer 13

money, time, or other valuable resources are spent in ways that do not contribute directly to increased productivity. Users that do not have the expertise and make purchacing decisions or take excessive time trying to troubleshoot issues. Also waseted time doing thing not job related.

Question 14

Communication

Answer 14

Requires both listening and responding essential to providing high-quality customer service

Question 15

Dissatisfied clients

Answer 15

Clients that have complaints or issues with the service provided

Question 16

Empathy

Answer 16

Understanding or identifing with another person’s situation

Question 17

Myers-Briggs

Answer 17

A personality analysis tool commonly used in business and industry

Question 18

Common organization for a technical document

Answer 18

short, declarative sentences, brief phrases, and lists. Introduction, body, summary.

Question 19

Dangling phrase

Answer 19

and expression or word at the beginning or end of a sentence that adds little to the meaning and only maes the sentence longer

Question 20

Idiom

Answer 20

words or prases that have may not be understood universally due to culture.

Question 21

Metacognition

Answer 21

Thinking about your thinking process

Question 22

Module replacement

Answer 22

replacing hardware or software to see if the problem is due to hardware or software malfunctions