Question 1

A popular use of ____ is to direct customers, calling a toll-free number, to specialized support groups without requiring the caller to select from a telephone menu.

Accepted Answer

A) ANI 
B) Caller ID 
C) DNIS 
D) IID

Question 2

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.

Accepted Answer

A) skills-based routing system 
B) automated attendant 
C) voice response unit 
D) automatic call distributor

Question 3

When using an automatic call distributor (ACD), analysts should make sure they correctly use wrap-up mode, which prevents the ACD from routing a new inbound call to an analyst's extension.

Accepted Answer

A) True 
 B)False

Question 4

Which technology consists of a bright display that sends out visual and, in some cases, audible messages to service desk staff and to customer sites?

Accepted Answer

A) whiteboards 
B) dashboards 
C) simultaneous screen transfers 
D) instant messaging systems

Question 5

Creating a standard opening or closing to an e-mail is an example of using a template.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

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

Question 7

In the context of the DIKW hierarchy, knowledge is uniquely a human characteristic.

Accepted Answer

A) True 
 B)False

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

A popular use of ____ is to direct customers, calling a toll-free number, to specialized support groups without requiring the caller to select from a telephone menu.

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.

When using an automatic call distributor (ACD), analysts should make sure they correctly use wrap-up mode, which prevents the ACD from routing a new inbound call to an analyst's extension.

Which technology consists of a bright display that sends out visual and, in some cases, audible messages to service desk staff and to customer sites?

Creating a standard opening or closing to an e-mail is an example of using a template.

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

In the context of the DIKW hierarchy, knowledge is uniquely a human characteristic.