Fundamentals Of Desktop Support Chapter 1-5

Front 1

The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system.
True or False

Back 1

False

Front 2

Small companies often meet their need for computer support by combining user support with another position.
True or False

Back 2

True

Front 3

Support staff in a help desk may perform a product marketing and sales function.
True or False

Back 3

True

Front 4

A task that a worker can either perform or not perform is called essential knowledge.
True or False

Back 4

False

Front 5

Most user support staff members receive on-the-job training and continuing education.
True or False

Back 5

True

Front 6

Which of these was not a primary characteristic of computer use in the 1950s and 1960s?
a. Located at a central site
b. Served as an Internet host computer
c. Programmed and operated by computer professionals
d. Used to automate transaction processing and prepare management reports

Back 6

b. Served as an Internet host computer

Front 7

A hardware device that was a first step toward decentralized computing was the ____.

Back 7

terminal

Front 8

Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?
a. Increase in the number of knowledge workers
b. Availability of inexpensive microcomputers
c. Availability of inexpensive productivity software
d. Increase in the cost of large-scale computer systems

Back 8

increase in the cost of large scale computer systems

Front 9

Which software packages includes features to present graphical information?

Back 9

desktop publishing program
word processing program
spreadsheet program

Front 10

A computer user who purchases a software package that will not operate on his or her hardware configuration is a victim of which common computer problem?

Back 10

waste of resources

Front 11

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

Back 11

user mistake

Front 12

Use of a computer to gain unauthorized access to information about a customer, patient, or student is called ____.

Back 12

an invasion of privacy

Front 13

Carpal tunnel syndrome is an example of which common computer problem?

Back 13

ergonomics

Front 14

The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.

Back 14

increase significantly

Front 15

A single point of contact for users in need of computer support is called ____.

Back 15

a help desk

Front 16

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

Back 16

outsourcing takes advantage of expertise the company doesn't have.

Front 17

The purpose of support standards is to accomplish all but?

Back 17

expand supported products

Front 18

In order to make effective use of a new or upgraded computer system, a user may require ____.

Back 18

training

Front 19

The user support staff is most likely to experience conflict with the IT department over ____.

Back 19

application software development

Front 20

KSA stands for ____.

Back 20

knowledge, skills, and ability

Front 21

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

Back 21

listen and read effectively
understand a users problem
communicate solutions to a user

Front 22

Dissatisfied clients are more likely than satisfied clients to ____.

Back 22

contact the help desk repeadetly for asistance

Front 23

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

Back 23

critical

Front 24

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

Back 24

slightly below

Front 25

One measure of whether a support agent understands a problem is that he or she can express the user’s problem in ____.

Back 25

the support agents own words

Front 26

“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 ____.

Back 26

empathy

Front 27

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

Back 27

incident greeting

Front 28

A script to handle a support incident has ____.

Back 28

several sequences of questions with multiple decision points or paths

Front 29

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

Back 29

restate the script in your own words

Front 30

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

Back 30

use inflection to add interest
use a warm tone
speak in a normal pitch

Front 31

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

Back 31

personality and work style preferences

Front 32

Incidents that involve complaints ____.

Back 32

are a valuable source of feedback

Front 33

A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.

Back 33

point the user to information about file organization

Front 34

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

Back 34

fold arms

Front 35

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

Back 35

the ability to solve users problems
the ability to communicate effectively

Front 36

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

Back 36

an emphasis on collaboration and communication among users.

Front 37

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

Back 37

a thread

Front 38

widespread use of the internet by business and home users first occurred in the:

Back 38

1990s

Front 39

A distributed computing system usually includes:

Back 39

a central computer server
decentralized pcs
a netowrk to link systems together

Front 40

which of these software packages is likely to be the most expensive?

Back 40

computer aided design package

Front 41

application software used to prepare printed matrials that include graphic images, such as newsletters, flyers, brochures and posters, is called:

Back 41

desktop publishing

Front 42

a software packed used to prepare budgets, reports, forecasts and fiancial statements is a:

Back 42

spreadsheet program

Front 43

a software program that enables users to find and display information stored as html pageson the internet is a(n) :

Back 43

web browser

Front 44

application software that enables users to create, maintain, and update web pages is called >>>>>>>>>>>>>>> software.

Back 44

web site development

Front 45

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

Back 45

user mistake

Front 46

sever hand or wrist pain due to an inflammation of the tendons in a users hand and wrist is called:

Back 46

carpal tunnal syndrome

Front 47

which responsibilites would you least expect to find in a position description for a user support specialist?

Back 47

operates a large scale computer or writes computer progams in cobol

Front 48

effective communication skills are important primarily to support agents who communicate:

Back 48

via phone
face to face
via email

Front 49

analyis and evaluatio of a user's message are likely to occur during which type of listening?

Back 49

critical

Front 50

inexperienced support agents tend to speak _____________ when they experience stress in a conversaton with a user.

Back 50

too fast

Front 51

a web site that contains large numbers of mispelled words and grammatical erros fails which general criteria?

Back 51

mechanics

Front 52

true or false? the primary goal of tehnical writing is to entertain readers and hold their interest.

Back 52

false

Front 53

A(n) _____ is a short document primarily intended to summarize material covered in a training session and promote recall.

Back 53

reference sheet, handout

Front 54

true or false? All users prefer online documentation to printed documentation because accessing necessary information is easer.

Back 54

false

Front 55

documentation that is organized as a step by step intro to the features of a computer program is called a:

Back 55

tutorial manual

Front 56

true or false? effectvely written user documents should result in a lower volue of user support calls and emails.

Back 56

true

Front 57

which of the following forms of documentation often contain hyperlinks to related topics?

Back 57

online help systems

Front 58

t/f Good technical documents should provide a reader with everything they would ever want to know about a topic.

Back 58

false

Front 59

A(n) _____________- is an attempt to relate something a reader may be familiar with to something they need to know about.

Back 59

analogy

Front 60

t.f An outside review of a technical document serves the ssame purpose as a beta test of a software package.

Back 60

true

Front 61

t/f changes in case font, indentation, and centering are format elements used to help the reader of a document understand its structure.

Back 61

true

Front 62

the info on a web site should be expected to have all of the following characteristics except:

Back 62

complete

Front 63

t/f a technical writer should use the same word to refer to an object or a concept throughout a document rather than a variety of different words that are synonyms.

Back 63

true

Front 64

a reading level that is appropriate for most technical documentation is:

Back 64

style sheet

Front 65

whether to use the form "plug n play" or plug and play in a document would likey be specified in a(n):

Back 65

drive error, disk error

Front 66

is a method used to generate a list of potential ideas or topics to include in a document

Back 66

brainstorming

Front 67

a document organization style in which all information on a topic is pulled together in one place is called?

Back 67

reference format

Front 68

t/f because the default font in most word processors is a sans sarif typface, technical writers should use the default in the body text to improve a documents readability.

Back 68

false

Front 69

which of these is not an example of a diffficult support problem:
a problem a support worker has not seen.
A problem involving an angry caller
a problem for which the solution is not obvious
All of these

Back 69

all of these

Front 70

t/f troubleshooting computer problems is a fixed sequence of steps a support agent follows from the initial problem description to the resolved problem.

Back 70

false

Front 71

t/f problem solving, critical thinking, and decision making are different names for the same skill.

Back 71

false

Front 72

The strategy in which the listener is as engaged as the speaker in a communication is called:

Back 72

active listening

Front 73

A mental model to help a computer troublshooter understand and explain a problem situation is based on:

Back 73

critical thinking

Front 74

a troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called:

Back 74

decision making

Front 75

t/f to restate a problem description using the user's exact works is called paraphrasing.

Back 75

false

Front 76

__________ is a problem-solving tool that involves a difficult or complex problem being referred to a higher-level support person for resolution.

Back 76

escalation

Front 77

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

Back 77

metacognition

Front 78

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

Back 78

probe

Front 79

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

Back 79

knowledge base

Front 80

t/f A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is know to be operational is called module replacement.

Back 80

true

Front 81

Rebooting a system in an attempt to fix a problem is an example fo which of these problem-solving strategies.

Back 81

look for a simple obviious fix

Front 82

A successful troubleshooter recognizes a dead end (or block in progress) as:

Back 82

an opportunity to look at other alternatives

Front 83

A troubleshooter who observes that a suspected faulty modem does not work in computer A, but operates correctly in computer B, is confronted with a(n) :

Back 83

contradiction

Front 84

a communication skill that confirms a troubleshooter's perception that a problem is fixed is:

Back 84

verification

Front 85

t/f Root cause analysis is a troubleshooting strategy designed to eliminate the symptoms of a problem.

Back 85

false

Front 86

A network technology that uses authentication and encryption to connect remote users to a company server over the Internet is a(n) :

Back 86

virtual private network vpn

Front 87

Simplifying a problem situation by removing components from a configuration is a strategy to eliminate or reduce the number of __________ in a problem.

Back 87

variables

Front 88

Facebook, Linkedln, blogs and Twitter are examples of:

Back 88

social media

Front 89

t/f most hardware are the result of componenet failures due to incorrect voltages in a computer system.

Back 89

false

Front 90

During _____________, a computer system is operated nonstop for a 48 to 72 hour period to give marginal components a chance to fail.

Back 90

a burn in test

Front 91

Most hardware problems occur:
a. at the time a component is purchased and installed
b. when the component becomes obsolete
c. after the warranty period has expired
d. hardware problems are almost nonexistent today

Back 91

a. at the time a component is purchased and installed

Front 92

t/f plug and play compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware.

Back 92

false

Front 93

Which of the following hardware device is most likely to fail during the operation of a computer system?
a. cpu
b. memory
c. hard drive
d. peripheral adapter card

Back 93

hard drive

Front 94

A mismatch between the type of printer connected to a system and the installed software printer driver is an example of a :

Back 94

configuration problem

Front 95

A(n) ________________ is a situation in which two software packages use system resources in different and incompatible ways.

Back 95

conflict

Front 96

t/f By the time a software package has gone through extensive testing and quality assurance all the bugs have genearlly been eliminated.

Back 96

false

Front 97

A substantially rewritten software package that contains major new features is called a(n):

Back 97

new version

Front 98

A procedure or method to accomplish the same result as a feature that does not work due to a bug or other malfunction is called a(n):

Back 98

workaround

Front 99

t/f A computer system that operates at some level,but not as efficiently as it should, is called vaporware.

Back 99

false

Front 100

t/f One difference between end users and computer professionals is that the latter do not make mistakes while using a computer.

Back 100

false

Front 101

Performance problems in a computer system are usually due to:

Back 101

both hardware and software problems

Front 102

t/f Freeware and shareware may cause compatibility problems when installed because they may not be tested as extensively as commercial software.

Back 102

true

Front 103

_______ is a tendency among users to want to get a new hardware or software product operational without reading the installation documentation.

Back 103

quick start behavior

Front 104

list 3 strategies for dealing with users who forget important information.

Back 104

written reminder note
save password in operating system
reference sheet, script, checklist

Front 105

t/f Freeware and open source are two ways of referring to the same kinds of software.

Back 105

false

Front 106

A revision to a software package that contains a collection of patches to fix documented problems with a program is called:

Back 106

a service pack

Front 107

computer components that cannot operate together in the same system are said to be:

Back 107

incompatible

Front 108

______________ is a feature of an operating system or application program that periodically checks a vendor's Web site for modifications that can be downloaded and installed in a user's system.

Back 108

automatic update

Front 109

A(n) __________________ is a database of hardware and software configuration information collected into one large file in a Windows system.

Back 109

registry