A Guide to Customer User Support
Exam Questions & Answers (Grade A+)
One way to organize user support services in a way that provides a
single point of contact for an organization's workers or customers is
to use____ -
correct answer ✅a help desk
The ___ position is unlikely to exist in a help desk that is organized
in a multilevel support model. -
correct answer ✅needs analyst
The ___help desk position is normally staffed by an entry-level
employee. -
correct answer ✅incident screener
Which of these help desk positions is often staffed by an employee
with programming or product development experience? -
correct answer ✅technical support
The goal of the multilevel support model is to handle most support
incidents at ___ -
correct answer ✅the lowest support level
, A Guide to Customer User Support
Exam Questions & Answers (Grade A+)
The usual sequence of incident escalation during help desk incident
management is ____ -
correct answer ✅from incident screener to product specialist
Which of the following does not normally occur during the first step
in the incident management process -
correct answer ✅Verify that the caller is authorzied to call
Which letter sequence is the order of the stops below in the
incident management process? -
correct answer ✅Authenticate the User, Log the incident,Prioritize
the problem, Archive the incident
The purpose of prescreening an incident is to ___ -
correct answer ✅determine the type of incident and how the help
desk staff will handle it
Which category of help desk incident is "My computer runs slowly
when I access the Internet with a modem int he evenings?" -
correct answer ✅A problem
Exam Questions & Answers (Grade A+)
One way to organize user support services in a way that provides a
single point of contact for an organization's workers or customers is
to use____ -
correct answer ✅a help desk
The ___ position is unlikely to exist in a help desk that is organized
in a multilevel support model. -
correct answer ✅needs analyst
The ___help desk position is normally staffed by an entry-level
employee. -
correct answer ✅incident screener
Which of these help desk positions is often staffed by an employee
with programming or product development experience? -
correct answer ✅technical support
The goal of the multilevel support model is to handle most support
incidents at ___ -
correct answer ✅the lowest support level
, A Guide to Customer User Support
Exam Questions & Answers (Grade A+)
The usual sequence of incident escalation during help desk incident
management is ____ -
correct answer ✅from incident screener to product specialist
Which of the following does not normally occur during the first step
in the incident management process -
correct answer ✅Verify that the caller is authorzied to call
Which letter sequence is the order of the stops below in the
incident management process? -
correct answer ✅Authenticate the User, Log the incident,Prioritize
the problem, Archive the incident
The purpose of prescreening an incident is to ___ -
correct answer ✅determine the type of incident and how the help
desk staff will handle it
Which category of help desk incident is "My computer runs slowly
when I access the Internet with a modem int he evenings?" -
correct answer ✅A problem
