Question 1

Completion
-A(n) _______ is an automatic call distribution (ACD) feature that routes calls based on input provided by the caller through a touch-tone telephone.

Accepted Answer

The answer of Completion
-A(n) _______ is an automatic call distribution...

Question 2

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) True 
 B)False

Question 3

Today's organizations typically use rule-based systems to maintain knowledge, as they are easy to build and maintain.

Accepted Answer

A) True 
 B)False

Question 4

If services such as ANI, DNIS, and IID are implemented properly, customers are unaware of their use.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) 3 
B) 4 
C) 5 
D) It depends on the types of calls.

Question 6

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 ____.

Accepted Answer

A) automatic call distribution 
B) skills-based routing 
C) queuing 
D) needs-based routing

Question 7

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

A) True 
 B)False

Question 8

On a service desk with hours from 9am to 5pm, a voice response unit (VRU) could be used to give customers access to a reduced set of services during non-business hours.

Accepted Answer

A) True 
 B)False

Question 9

When selecting a tool, expect ____ percent of your requirements to be satisfied "out of the box."

Accepted Answer

A) 30 
B) 50 
C) 80 
D) 100

Question 10

The use of technology enables a service desk to handle more incidents and service requests, resolve them more efficiently, and offer more ways for customers to request services.

Accepted Answer

A) True 
 B)False

Question 11

____ web sites enable customers to have "live" contact with analysts or other customers.

Accepted Answer

A) Real-time 
B) Passive 
C) Active 
D) Interactive

Question 12

Faxed incidents and service requests are typically logged the same way as telephone calls.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

To track and collect alerts generated by a network monitoring system and pass them to a central server, where they can be automatically picked up, evaluated, and, when appropriate, logged as an incident, a ____ system would be best.

Accepted Answer

A) remote monitoring 
B) remote control 
C) self healing 
D) knowledge management

Question 15

Completion
-A(n) _______ is a web "supersite" that provides a variety of services, such as site searches to locate pertinent articles and white papers, a product buyers' guide, and discussion or message boards.

Accepted Answer

The answer of Completion
-A(n) _______ is a web "supersite" that...

Question 16

With the increasing popularity of e-mail and the web to deliver support services, the Help Desk Institute predicts that eventually, the telephone will no longer play a role in customer service.

Accepted Answer

A) True 
 B)False

Question 17

One of the reasons that the Web is having a large impact on the support industry is that it gives the service desk an alternative and less expensive way to support customers.

Accepted Answer

A) True 
 B)False

Question 18

Completion
-The "I" in CTI stands for _______.

Accepted Answer

The answer of Completion
-The "I" in CTI stands for _______....

Question 19

Which is a technique that service desks can use to ensure that e-mail communications are handled efficiently and effectively?

Accepted Answer

A) Provide analysts with e-mail etiquette training and guidance. 
B) Ensure that all customers are using the same e-mail package. 
C) Integrate e-mail packages and telephone systems. 
D) Use e-mail routing systems.

Question 20

____ is a searching technique that can get results when the exact spelling of a word is not known, or it can help users obtain information that is loosely related to a topic.

Accepted Answer

A) Case-based reasoning 
B) Query by example 
C) Fuzzy logic 
D) Keyword searching

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

Completion -A(n) _______ is an automatic call distribution (ACD) feature that routes calls based on input provided by the caller through a touch-tone telephone.

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.

Today's organizations typically use rule-based systems to maintain knowledge, as they are easy to build and maintain.

If services such as ANI, DNIS, and IID are implemented properly, customers are unaware of their use.

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

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 ____.

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.

On a service desk with hours from 9am to 5pm, a voice response unit (VRU) could be used to give customers access to a reduced set of services during non-business hours.

When selecting a tool, expect ____ percent of your requirements to be satisfied "out of the box."

The use of technology enables a service desk to handle more incidents and service requests, resolve them more efficiently, and offer more ways for customers to request services.

____ web sites enable customers to have "live" contact with analysts or other customers.

Faxed incidents and service requests are typically logged the same way as telephone calls.

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

To track and collect alerts generated by a network monitoring system and pass them to a central server, where they can be automatically picked up, evaluated, and, when appropriate, logged as an incident, a ____ system would be best.

Completion -A(n) _______ is a web "supersite" that provides a variety of services, such as site searches to locate pertinent articles and white papers, a product buyers' guide, and discussion or message boards.

With the increasing popularity of e-mail and the web to deliver support services, the Help Desk Institute predicts that eventually, the telephone will no longer play a role in customer service.

One of the reasons that the Web is having a large impact on the support industry is that it gives the service desk an alternative and less expensive way to support customers.

Completion -The "I" in CTI stands for _______.

Which is a technique that service desks can use to ensure that e-mail communications are handled efficiently and effectively?

____ is a searching technique that can get results when the exact spelling of a word is not known, or it can help users obtain information that is loosely related to a topic.