Question 1

Which is true of planned large service desks?

Accepted Answer

A) They are typically arranged in separate groups around the building, with each group focusing on a specific type of customer. 
B) The cubicle walls between analysts are typically high to reduce noise and allow the analysts to concentrate. 
C) They typically have notification systems, such as electronic reader boards, white boards, and network monitors in prominent locations. 
D) The service desk manager usually resides in the service desk and takes calls, especially during an emergency. 
A) They are typically arranged in separate groups around the building, with each group focusing on a specific type of customer. 
B) The cubicle walls between analysts are typically high to reduce noise and allow the analysts to concentrate. 
C) They typically have notification systems, such as electronic reader boards, white boards, and network monitors in prominent locations. 
D) The service desk manager usually resides in the service desk and takes calls, especially during an emergency.

Question 2

Customer service is only a stressful profession if the customers are difficult and have unreasonable demands.

Accepted Answer

A) True 
 B)False

Question 3

Once an analyst's workspace has been adjusted properly, other analysts may use the workspace without any adjustments to its components.

Accepted Answer

A) True 
 B)False

Question 4

Which is true about an analyst's chair?

Accepted Answer

A) Analysts should sit with a little curve in their backs so they are comfortable. 
B) Analysts should sit with a little space between their backs and their chairs. 
C) Analysts should sit with their backs erect, slightly forward, and firm against the backrest. 
D) Analysts may use a lumbar pillow or a rolled-up towel to further support their backs. 
A) Analysts should sit with a little curve in their backs so they are comfortable. 
B) Analysts should sit with a little space between their backs and their chairs. 
C) Analysts should sit with their backs erect, slightly forward, and firm against the backrest. 
D) Analysts may use a lumbar pillow or a rolled-up towel to further support their backs.

Question 5

Which is recommended when logging calls?

Accepted Answer

A) Log important calls immediately but wait until a quiet time to log less important calls. 
B) Log calls at the end of the day when it is quiet, and you have more information about the call. 
C) When logging calls, it is appropriate to place the customer on hold to assist another analyst with a low priority task. 
D) Log calls as they come in so that other analysts and customers can get ticket status online and not waste time. 
A) Log important calls immediately but wait until a quiet time to log less important calls. 
B) Log calls at the end of the day when it is quiet, and you have more information about the call. 
C) When logging calls, it is appropriate to place the customer on hold to assist another analyst with a low priority task. 
D) Log calls as they come in so that other analysts and customers can get ticket status online and not waste time.

Question 6

Completion
-A cube with a desk, filing cabinets, computer, and a chair is considered an analyst's _______.

Accepted Answer

The answer of Completion
-A cube with a desk, filing cabinets,...

Question 7

____ is most likely to cause a repetitive stress injury.

Accepted Answer

A) Too much typing 
B) Too many major incidents 
C) Long hours on the service desk 
D) Having to repeatedly escalate calls to level 2 analysts 
A) Too much typing 
B) Too many major incidents 
C) Long hours on the service desk 
D) Having to repeatedly escalate calls to level 2 analysts

Question 8

Which is an important factor to consider when selecting lighting for a service desk?

Accepted Answer

A) The longer days of summer and more hours of sunlight can trigger Seasonal Affective Disorder, especially in service desk analysts who spend long hours indoors. 
B) People with more advanced cases of Seasonal Affective Disorder can benefit from exposure to bright, artificial light. 
C) Since fluorescent light bulbs emit light in a balanced spectrum, they are better for service desk lighting than regular light bulbs. 
D) Unfortunately, service desks don't have much control over their lighting; they are subject to whatever kind of lighting is in the rest of the building. 
A) The longer days of summer and more hours of sunlight can trigger Seasonal Affective Disorder, especially in service desk analysts who spend long hours indoors. 
B) People with more advanced cases of Seasonal Affective Disorder can benefit from exposure to bright, artificial light. 
C) Since fluorescent light bulbs emit light in a balanced spectrum, they are better for service desk lighting than regular light bulbs. 
D) Unfortunately, service desks don't have much control over their lighting; they are subject to whatever kind of lighting is in the rest of the building.

Question 9

Analysts should try on several headset models before making a final selection because each type of model changes how much the wearer can hear.

Accepted Answer

A) True 
 B)False

Question 10

Which is recommended for an analyst faced with a large task?

Accepted Answer

A) Break large tasks into smaller, more manageable ones and try to complete the task a little bit at a time. 
B) Try to get the task reassigned to another analyst who has more time or more of the required expertise. 
C) Complete the task all at once, so distractions are minimal, and the analyst doesn't lose his train of thought. 
D) Ask your manager to assign someone else to help with the task, so both analysts can learn from each other. 
A) Break large tasks into smaller, more manageable ones and try to complete the task a little bit at a time. 
B) Try to get the task reassigned to another analyst who has more time or more of the required expertise. 
C) Complete the task all at once, so distractions are minimal, and the analyst doesn't lose his train of thought. 
D) Ask your manager to assign someone else to help with the task, so both analysts can learn from each other.

Question 11

With security of data, information and systems being a top priority, companies are becoming reluctant to give tours of service desks to customers, visitors from other companies, and remote employees who are in the office for a meeting or training.

Accepted Answer

A) True 
 B)False

Question 12

Which influences the service desk's location?

Accepted Answer

A) the need for security 
B) technical sophistication 
C) the nature of problem solving analysts do 
D) the cost of operating the service desk 
A) the need for security 
B) technical sophistication 
C) the nature of problem solving analysts do 
D) the cost of operating the service desk

Question 13

Which is true about headsets?

Accepted Answer

A) Service desk best practices state that headsets that cover both ears enable analysts to be most effective. 
B) Since headsets are light, it is okay to use one that encourages you to tilt or hang your head. 
C) Wireless headsets are not as effective on service desks as once thought, as calls are often dropped. 
D) Headsets relieve stress and tension by freeing analysts' hands for typing. 
A) Service desk best practices state that headsets that cover both ears enable analysts to be most effective. 
B) Since headsets are light, it is okay to use one that encourages you to tilt or hang your head. 
C) Wireless headsets are not as effective on service desks as once thought, as calls are often dropped. 
D) Headsets relieve stress and tension by freeing analysts' hands for typing.

Question 14

Which is true when choosing a location for a service desk?

Accepted Answer

A) Typically, service desks are not located near level two and level three support groups, as the service desk analysts will not learn to solve incidents on their own and will distract the level two and level three groups. 
B) It is accepted best practice to locate a service desk near level three support groups, but it is not a best practice to locate a service desk near a level two group. Service desks need to learn to be independent. 
C) In an internal service desk setting, it is not wise to locate the service desk near the customers as the customers will not follow proper procedures for contacting the service desk, and they will hinder the service desk's ability to resolve issues. 
D) Service desks may be located near a training department to recognize the need for ongoing education or in an area where operations can continue in the event of an emergency. 
A) Typically, service desks are not located near level two and level three support groups, as the service desk analysts will not learn to solve incidents on their own and will distract the level two and level three groups. 
B) It is accepted best practice to locate a service desk near level three support groups, but it is not a best practice to locate a service desk near a level two group. Service desks need to learn to be independent. 
C) In an internal service desk setting, it is not wise to locate the service desk near the customers as the customers will not follow proper procedures for contacting the service desk, and they will hinder the service desk's ability to resolve issues. 
D) Service desks may be located near a training department to recognize the need for ongoing education or in an area where operations can continue in the event of an emergency.

Question 15

There is no scientific proof that employee wellness programs help organizations reduce absenteeism, retain employees, and contain rising health-care costs.

Accepted Answer

A) True 
 B)False

Question 16

True service desk experts take the time and energy to continually update and improve their knowledge and skills.

Accepted Answer

A) True 
 B)False

Question 17

Which influences the service desk's physical layout?

Accepted Answer

A) the need for security 
B) the company's commitment to the well-being of its staff 
C) the nature of problem solving analysts do 
D) the cost of operating the service desk 
A) the need for security 
B) the company's commitment to the well-being of its staff 
C) the nature of problem solving analysts do 
D) the cost of operating the service desk

Question 18

Which type of service desk is most likely to be located near the sales group?

Accepted Answer

A) a centralized service desk 
B) an external sales desk 
C) an internal sales desk 
D) a virtual sales desk 
A) a centralized service desk 
B) an external sales desk 
C) an internal sales desk 
D) a virtual sales desk

Question 19

Service desks that operate 24 hours a day don't need any more security than those open during regular business hours.

Accepted Answer

A) True 
 B)False

Question 20

Which is the best position for a monitor?

Accepted Answer

A) Directly in front of the analyst and slightly above eye level. 
B) At least 12 inches away from the analyst's eyes. 
C) At least 20 inches away from the analyst's eyes but slightly above eye level. 
D) At least 20 inches away from the analyst and directly in front of the analyst. 
A) Directly in front of the analyst and slightly above eye level. 
B) At least 12 inches away from the analyst's eyes. 
C) At least 20 inches away from the analyst's eyes but slightly above eye level. 
D) At least 20 inches away from the analyst and directly in front of the analyst.

Which is true of planned large service desks?

Customer service is only a stressful profession if the customers are difficult and have unreasonable demands.

Once an analyst's workspace has been adjusted properly, other analysts may use the workspace without any adjustments to its components.

Which is true about an analyst's chair?

Which is recommended when logging calls?

Completion -A cube with a desk, filing cabinets, computer, and a chair is considered an analyst's _______.

____ is most likely to cause a repetitive stress injury.

Which is an important factor to consider when selecting lighting for a service desk?

Analysts should try on several headset models before making a final selection because each type of model changes how much the wearer can hear.

Which is recommended for an analyst faced with a large task?

With security of data, information and systems being a top priority, companies are becoming reluctant to give tours of service desks to customers, visitors from other companies, and remote employees who are in the office for a meeting or training.

Which influences the service desk's location?

Which is true about headsets?

Which is true when choosing a location for a service desk?

There is no scientific proof that employee wellness programs help organizations reduce absenteeism, retain employees, and contain rising health-care costs.

True service desk experts take the time and energy to continually update and improve their knowledge and skills.

Which influences the service desk's physical layout?

Which type of service desk is most likely to be located near the sales group?

Service desks that operate 24 hours a day don't need any more security than those open during regular business hours.

Which is the best position for a monitor?

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

Customer Support As a Profession

Filters

Exam 7: The Service Desk Setting

Which is true of planned large service desks?

Customer service is only a stressful profession if the customers are difficult and have unreasonable demands.

Once an analyst's workspace has been adjusted properly, other analysts may use the workspace without any adjustments to its components.

Which is true about an analyst's chair?

Which is recommended when logging calls?

Completion -A cube with a desk, filing cabinets, computer, and a chair is considered an analyst's _______.

____ is most likely to cause a repetitive stress injury.

Which is an important factor to consider when selecting lighting for a service desk?

Analysts should try on several headset models before making a final selection because each type of model changes how much the wearer can hear.

Which is recommended for an analyst faced with a large task?

With security of data, information and systems being a top priority, companies are becoming reluctant to give tours of service desks to customers, visitors from other companies, and remote employees who are in the office for a meeting or training.

Which influences the service desk's location?

Which is true about headsets?

Which is true when choosing a location for a service desk?

There is no scientific proof that employee wellness programs help organizations reduce absenteeism, retain employees, and contain rising health-care costs.

True service desk experts take the time and energy to continually update and improve their knowledge and skills.

Which influences the service desk's physical layout?

Which type of service desk is most likely to be located near the sales group?

Service desks that operate 24 hours a day don't need any more security than those open during regular business hours.

Which is the best position for a monitor?

Introduction to Service Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

Customer Support As a Profession

Filters