T 40 helpstar software includes a knowledge base
__T__ 40. HelpSTAR software includes a knowledge base called Best Solutions that can be searched for problem resolutions. F____ 41. HelpSTAR software contains many of the common help desk software features, but managing technology assets is an add-on module. _F___ 42. A dashboard is a visual display to alert each help desk agent that incidents assigned to them are waiting to be handled. _T___ 43. An automated call distributor (ACD) is a combination of computer and telephone technology that can answer and greet callers, provide menus and route calls to specific agents or queues. __T__ 44. An interactive voice response (IVR) system permits a caller to interact with a database of stored information by pressing keys on a telephone pad or speaking words into the phone. __T__ 45. Web-based user support offers a cost-effective way to communicate support information to end users. _F___ 46. An online chat system is an asynchronous type of communication between a user and support agent. F____ 47. The Intranet is the new name for Web 2.0 technology. F____ 48. Cloud computing is a new way to access software that uses satellite technology to download applications to end users. __T__ 49. Virtualization is a method of partitioning the resources of a computer into multiple execution environments, each of which may execute its own operating system and application software. F____ 50. Client relationship management is the new name for help desk software. Multiple Choice Identify the choice that best completes the statement or answers the question. ____ 51. A help desk structured into levels or tiers of support uses a ____ support model. a. multi-level support model c. computer telephony b. customer feedback model d. stratified model ____ 52. The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model. a. Product Specialist c. Needs Analyst b. Incident Screener d. Technical Support ____ 53. The ____ help desk position is normally staffed by an entry-level employee. a. Technical Support c. Incident Screener b. Support Manager d. Product Specialist
This preview has intentionally blurred sections. Sign up to view the full version.
____ 54. Which of these help desk positions is often staffed by an employee with programming or product development experience? a. Technical Support c. Incident Screener b. Support Manager d. Product Specialist ____ 55. The goal of the multi-level support model is to handle most support incidents at ____. a. the lowest support level b. the highest support level c. any level that can handle support incidents d. It doesn’t make any difference as long as each incident gets handled eventually ____ 56. The usual sequence of incident escalation during help desk incident management is ____. a. from technical support to product specialist b. from incident screener to technical support c. from support management to incident screener d. from incident screener to support manager ____ 57. The principal concept in the multi-level support help desk model is ____. a.