Question 1

Decision trees work well for entry level analysts and for service desk customers because they can walk through a methodical approach to solving incidents.

Accepted Answer

Decision trees provide a structured and easy-to-follow methodology for troubleshooting and solving problems, making them suitable for entry-level analysts and service desk customers who may not have in-depth technical knowledge.

Question 2

Search-retrieval techniques are complemented by interactive storage methods, such as hypertext retrieval; hypertext stores information in a graphical form.

Accepted Answer

Hypertext stores information in a linked or networked form, allowing users to navigate from one piece of information to another through hyperlinks, rather than storing information in a graphical form.

Question 3

In order to reduce the "jumping and running" of some service desks and to support remote service desk customers, technologies such as remote monitoring and software distribution systems are used.

Accepted Answer

Remote monitoring and software distribution systems are technologies used to manage and support IT services remotely, reducing the need for physical presence and enabling efficient support for remote service desk customers.

Question 4

A remote control system is a technology that enables an analyst to view and take control of a connected device to troubleshoot incidents, transfer files, provide informal training, or collaborate on documents.

Accepted Answer

A remote control system indeed allows an analyst to remotely access a device for various purposes such as troubleshooting, file transfer, training, or document collaboration, making it a versatile tool for IT support and collaboration.

Question 5

E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

Accepted Answer

E-mail systems do not inherently provide the capabilities of an incident management system. Analysts are typically required to record status updates and relevant information obtained via e-mail in the service desk's incident management system to ensure proper tracking and resolution of incidents.

Question 6

One advantage of social media is that it delivers content and facilitates interactive communication.

Accepted Answer

Social media platforms allow users to share content and engage in two-way communication, making interaction and content dissemination easier and more dynamic.

Question 7

Staffing and scheduling systems work with ACD systems to collect, report, and forecast call volumes.

Accepted Answer

Staffing and scheduling systems are designed to work in conjunction with Automatic Call Distribution (ACD) systems. They collect data on call volumes, durations, and patterns from the ACD system, which is then used to report on current performance and forecast future call volumes. This information is crucial for effective staffing and scheduling to ensure that enough agents are available to handle anticipated call volumes efficiently.

Question 8

After vendor tools have been rated, an evaluation matrix makes it easy to collect and compare vendor scores.

Accepted Answer

An evaluation matrix is designed to systematically compare and rate different options, including vendor tools, making it easier to collect and compare their scores based on predefined criteria.

Question 9

Which is true?
A)Tools and technologies will benefit a service desk even if there are no well-designed processes.
B)The tools and technologies a service desk uses depend on the number and complexity of the processes being supported.
C)One of the benefits of tools and technologies on a service desk is to reduce the number of service desk staff.
D)Tools should be selected prior to defining a service desk's processes and procedures.

Accepted Answer

The effectiveness and selection of tools and technologies for a service desk are significantly influenced by the number and complexity of the processes they support. Properly chosen tools can enhance efficiency, but their selection should be based on the specific needs and processes of the service desk.

Question 10

When implementing tools and technology ____.
A)it is better to implement technology as a one-time cost so that the service desk doesn't exceed its budget and have to ask for a variance
B)organizations should strive to implement the most sophisticated technology that their budgets will allow so customers will be more productive
C)it is more important to get the technology installed properly than to define the roles of the people who will be using it
D)ongoing maintenance activities, such as installing upgrades and additional memory, and training must be performed in a timely fashion

Accepted Answer

Implementing tools and technology requires ongoing maintenance, including upgrades, additional memory, and training, to ensure they continue to meet the needs of the organization and its users effectively. Choices A, B, and C overlook important aspects of successful technology implementation, such as the importance of budget management over time, the need for technology to match organizational needs rather than just sophistication, and the critical role of defining user roles for effective use of the technology.

Question 11

Which is true about service desks and technology?
A)The nature of a company's business and customer expectations influences a service desk's tool selection.
B)Small service desks typically don't benefit from technology, and they don't usually have the time to implement it.
C)It is a best practice for service desks to wait until they are larger and more busy to implement technology.
D)Some service desks will not be able to benefit from technology; instead they need to ensure that their processes are correct.

Accepted Answer

The nature of a company's business and the expectations of its customers significantly influence the selection of tools and technology for a service desk. Different businesses have varying needs and customer service expectations, which dictate the technological solutions that will be most effective for their service desks.

Question 12

According to a 2010 Help Desk Institute survey, 89 percent of companies have implemented ____.
A)systems to assist in finding root causes of incidents
B)remote control systems
C)systems to enable service desks to log and manage incidents
D)automatic call distributors or voice response units

Accepted Answer

According to the 2010 Help Desk Institute survey, a significant majority of companies, 89 percent, have implemented systems to enable service desks to log and manage incidents. This reflects the importance of efficient incident management in organizational IT support structures.

Question 13

When considering VoIP (Voice over Internet Protocol) systems, which is true?
A)Because of the complexity and expense of VoIP systems, most companies are upgrading or replacing their existing telephone systems when they become obsolete rather than using VoIP.
B)Companies using traditional telephone systems need to invest in significant upgrades to their data network in order to support VoIP traffic and guarantee call quality and network reliability.
C)Since VoIP systems transmit voice communications differently than e-mail and instant messaging systems, organizations must decide which method of transferal will be most beneficial to them.
D)Benefits of VoIP include enabling of screen pops, the ability to link local service desks and analysts working at home, increased agent mobility, and reduced telephone company fees.

Accepted Answer

VoIP systems offer benefits such as screen pops, linking service desks, increased mobility, and reduced fees, making them advantageous for companies.

Question 14

Which is true about voice mail?
A)Voice mail technology is typically used by itself and not combined with other technologies.
B)Service desks typically use voice mail during the day and answering services at night.
C)The best companies set and manage voice mail response times and promptly return all customer calls.
D)Most customers prefer to leave a voice mail than to wait for an analyst to be available.

Accepted Answer

Voice mail systems are often integrated into a company's broader communication strategy, where setting and managing response times for voice mails is crucial for maintaining high customer satisfaction. Promptly returning customer calls is a practice of effective and customer-oriented companies.

Question 15

A(n) ____ answers a call and routes it to the next available analyst.
A)automatic call distributor
B)greeting system
C)voice response unit
D)electronic call distributor

Accepted Answer

An automatic call distributor (ACD) is a telephony system that answers incoming calls and routes them to the next available analyst or agent based on predefined criteria.

Question 16

On an automatic call distributor (ACD), a(n) ____ state means the analyst is ready to take calls.
A)ready
B)set
C)available
D)on line

Accepted Answer

The "available" state on an automatic call distributor (ACD) indicates that the analyst is ready to take calls.

Question 17

If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.
A)automatic call distribution
B)skills-based routing
C)queuing
D)needs-based routing

Accepted Answer

Skills-based routing is a feature of many automatic call distributors (ACD) that routes calls to the agent best suited to handle the caller's needs, in this case, language proficiency.

Question 18

A(n) ____ integrates with another technology, such as a database or a network management system, to obtain information or to perform a function, such as verifying that a customer is entitled to service.
A)skills-based routing system
B)automated attendant
C)voice response unit
D)automatic call distributor

Accepted Answer

A voice response unit (VRU) integrates with other technologies like databases or network management systems to obtain information or perform functions, such as verifying customer entitlements to services. It uses voice recognition or keypad inputs from users to interact with the system.

Question 19

The optimum number of choices for the top level of a voice response unit (VRU) menu is ____ options.
A)3
B)4
C)5
D)It depends on the types of calls.

Accepted Answer

The answer of The optimum number of choices for the...

Question 20

When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.
A)a screen pop
B)simultaneous screen transfer
C)knowledge base lookup
D)skills-based routing

Accepted Answer

This is an example of a "screen pop," where the customer's information automatically appears on the analyst's monitor, typically as a result of computer telephony integration (CTI) that links the incoming call with customer records.

Quiz 5: The Technology Component: Service Desk Tools and Technologies

Decision trees work well for entry level analysts and for service desk customers because they can walk through a methodical approach to solving incidents.

Search-retrieval techniques are complemented by interactive storage methods, such as hypertext retrieval; hypertext stores information in a graphical form.

In order to reduce the "jumping and running" of some service desks and to support remote service desk customers, technologies such as remote monitoring and software distribution systems are used.

A remote control system is a technology that enables an analyst to view and take control of a connected device to troubleshoot incidents, transfer files, provide informal training, or collaborate on documents.

E-mail systems, unlike instant messaging systems, do provide capabilities of an incident management system, so analysts aren't typically required to record any status updates obtained via e-mail in the service desk's incident management system.

One advantage of social media is that it delivers content and facilitates interactive communication.

Staffing and scheduling systems work with ACD systems to collect, report, and forecast call volumes.

After vendor tools have been rated, an evaluation matrix makes it easy to collect and compare vendor scores.

Which is true?

When implementing tools and technology ____.

Which is true about service desks and technology?

According to a 2010 Help Desk Institute survey, 89 percent of companies have implemented ____.

When considering VoIP (Voice over Internet Protocol) systems, which is true?

Which is true about voice mail?

A(n) ____ answers a call and routes it to the next available analyst.

On an automatic call distributor (ACD) , a(n) ____ state means the analyst is ready to take calls.

If a service desk uses an automatic call distributor (ACD) to allow a French-speaking customer to have the best chance of talking to an analyst that also speaks French, this is an example of ____.

A(n) ____ integrates with another technology, such as a database or a network management system, to obtain information or to perform a function, such as verifying that a customer is entitled to service.

The optimum number of choices for the top level of a voice response unit (VRU) menu is ____ options.

When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.