TECHNICAL CUSTOMER SERVICE EXAM 1 REVIEW
QUESTIONS AND ANSWERS
Classifying end users as internal versus external is a classification by ____. - CORRECT ANSWER✅✅✅
Application software that is intended for use in a specialized business environment is called ____. -
CORRECT ANSWER✅✅✅industry-specific applications
Classifying end users as internal versus external is a classification by ____. - CORRECT
ANSWER✅✅✅relationship
Use of a computer for unauthorized access to information about a customer, patient, or student is called
____. - CORRECT ANSWER✅✅✅invasion of privacy
KSA stands for ____. - CORRECT ANSWER✅✅✅knowledge, skills, and abilities
The user support staff is most likely to experience conflict with the IT department over ____. - CORRECT
ANSWER✅✅✅application software development
Computer technology generally doubles in capacity every two ____. - CORRECT ANSWER✅✅✅years
Application software used to prepare printed materials that include graphic images, such as newsletters,
flyers, brochures, and posters, is called ____. - CORRECT ANSWER✅✅✅desktop publishing
A single point of contact for users in need of technology support is called ____. - CORRECT
ANSWER✅✅✅a help desk
Another name for needs analysis is ____. - CORRECT ANSWER✅✅✅needs assessment
An organization that provides a wide range of support services to users is called a(n) ____. - CORRECT
ANSWER✅✅✅user support center
, Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called
____. - CORRECT ANSWER✅✅✅carpal tunnel syndrome
Peripheral devices are part of a computer system's ____. - CORRECT ANSWER✅✅✅hardware
The process of unpacking, setting up, and configuring new technology for a user is ____. - CORRECT
ANSWER✅✅✅system installation assistance
The development of mass-market application software and personal computer operating became
available in the ____. - CORRECT ANSWER✅✅✅1980s
A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a
victim of which common problem? - CORRECT ANSWER✅✅✅User mistake
Application software that enables users to create, maintain, and update webpages is called ____
software. - CORRECT ANSWER✅✅✅website development
Due to increased use of the Internet, which of these are likely to increase in the future as a percentage
of the total cost of a computer system? - CORRECT ANSWER✅✅✅Information costs
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____. -
CORRECT ANSWER✅✅✅spreadsheet program
A company that contracts with another organization that specializes in user support is using ____. -
CORRECT ANSWER✅✅✅outsourcing
Application software used to prepare printed materials that include graphic images, such as newsletters,
flyers, brochures, and posters, is called ____ - CORRECT ANSWER✅✅✅desktop publishing
Making an illegal copy of a software program is called ____. - CORRECT ANSWER✅✅✅piracy
QUESTIONS AND ANSWERS
Classifying end users as internal versus external is a classification by ____. - CORRECT ANSWER✅✅✅
Application software that is intended for use in a specialized business environment is called ____. -
CORRECT ANSWER✅✅✅industry-specific applications
Classifying end users as internal versus external is a classification by ____. - CORRECT
ANSWER✅✅✅relationship
Use of a computer for unauthorized access to information about a customer, patient, or student is called
____. - CORRECT ANSWER✅✅✅invasion of privacy
KSA stands for ____. - CORRECT ANSWER✅✅✅knowledge, skills, and abilities
The user support staff is most likely to experience conflict with the IT department over ____. - CORRECT
ANSWER✅✅✅application software development
Computer technology generally doubles in capacity every two ____. - CORRECT ANSWER✅✅✅years
Application software used to prepare printed materials that include graphic images, such as newsletters,
flyers, brochures, and posters, is called ____. - CORRECT ANSWER✅✅✅desktop publishing
A single point of contact for users in need of technology support is called ____. - CORRECT
ANSWER✅✅✅a help desk
Another name for needs analysis is ____. - CORRECT ANSWER✅✅✅needs assessment
An organization that provides a wide range of support services to users is called a(n) ____. - CORRECT
ANSWER✅✅✅user support center
, Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called
____. - CORRECT ANSWER✅✅✅carpal tunnel syndrome
Peripheral devices are part of a computer system's ____. - CORRECT ANSWER✅✅✅hardware
The process of unpacking, setting up, and configuring new technology for a user is ____. - CORRECT
ANSWER✅✅✅system installation assistance
The development of mass-market application software and personal computer operating became
available in the ____. - CORRECT ANSWER✅✅✅1980s
A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a
victim of which common problem? - CORRECT ANSWER✅✅✅User mistake
Application software that enables users to create, maintain, and update webpages is called ____
software. - CORRECT ANSWER✅✅✅website development
Due to increased use of the Internet, which of these are likely to increase in the future as a percentage
of the total cost of a computer system? - CORRECT ANSWER✅✅✅Information costs
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____. -
CORRECT ANSWER✅✅✅spreadsheet program
A company that contracts with another organization that specializes in user support is using ____. -
CORRECT ANSWER✅✅✅outsourcing
Application software used to prepare printed materials that include graphic images, such as newsletters,
flyers, brochures, and posters, is called ____ - CORRECT ANSWER✅✅✅desktop publishing
Making an illegal copy of a software program is called ____. - CORRECT ANSWER✅✅✅piracy
