FBLA Help Desk Sample Questions with
correct Answers
The ITIL Service Support model focuses on: - Correct Answers -ensuring users have
access to the tools they need to make the business work
A policy is a: - Correct Answers -principle or protocol to guide decision making
Which is true about a presentation's objective? - Correct Answers -Presentations are
preferred over memos to meet your objective
Skills that are unique to the profession that the service desk supports, such as
accounting or banking skills are called - Correct Answers -industry knowledge
What are measurable objectives for analysts that support the service desk's mission
called? - Correct Answers -service desk analyst performance objectives
A help desk that must cover its expenses and perhaps make a profit by charging a fee
for support services is known as: - Correct Answers -profit center
The most common help desk service being outsourced today is: - Correct Answers -
hardware support and repair
________ involves measuring a person's physical characteristics, such as a palm print
or the retina of an eye. - Correct Answers -Biometrics
The condition of good physical and mental health, especially when maintained by
proper diet and exercise, is called - Correct Answers -wellness
An area outfitted with equipment and furnishings for a worker is known as: - Correct
Answers -workspace
A goal of support service providers that seeks to increase user self-sufficiency and
reduce a user's dependence on support service is - Correct Answers -self-reliance
A ________ is a communications center that provides a single point of contact (SPOC)
between a company and its customers, employees, and business partners. - Correct
Answers -service desk
, Ensuring customer satisfaction is the goal of the - Correct Answers -customer support
center
Which one of the following is a benefit of self-service technical support? - Correct
Answers -provide users with a 24x7 option for some level of technical support
Help desk support is generally not provided by the use of: - Correct Answers -social
media
Which one of the following situations is the best example of a violation of ethical
behavior in a support center? - Correct Answers -making a personal long-distance
phone call on a company phone during a break
Which one of the following statements is true about version 3 of the ITIL exam's
definition of the difference between good practice and best practices? - Correct
Answers -Best practices are proven activities that have been successful, but have not
yet become industry standard.
A customer Service Representative is usually required to have all of the following
except: - Correct Answers -financial management skills
Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which
one of these is one of his recommendations for being effective? - Correct Answers -be
proactive
Successful teams most often: - Correct Answers -have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: - Correct
Answers -immediately transferring a call if it is clear that someone else needs to take it
Which one of the following is not a good way to exceed customer expectation? - Correct
Answers -Always promise that something can be done, even if you are unsure.
Which one of the following is not a good way to stay informed about industry trends? -
Correct Answers -tweeting about current issues at your organization and how they could
be used in the industry
_______ is the skill of successfully handling more than one task at a time. - Correct
Answers -Multi-tasking
Time management does not mean - Correct Answers -eliminating social time
Many successful multi-tasking leaders count on - Correct Answers -to-do lists
correct Answers
The ITIL Service Support model focuses on: - Correct Answers -ensuring users have
access to the tools they need to make the business work
A policy is a: - Correct Answers -principle or protocol to guide decision making
Which is true about a presentation's objective? - Correct Answers -Presentations are
preferred over memos to meet your objective
Skills that are unique to the profession that the service desk supports, such as
accounting or banking skills are called - Correct Answers -industry knowledge
What are measurable objectives for analysts that support the service desk's mission
called? - Correct Answers -service desk analyst performance objectives
A help desk that must cover its expenses and perhaps make a profit by charging a fee
for support services is known as: - Correct Answers -profit center
The most common help desk service being outsourced today is: - Correct Answers -
hardware support and repair
________ involves measuring a person's physical characteristics, such as a palm print
or the retina of an eye. - Correct Answers -Biometrics
The condition of good physical and mental health, especially when maintained by
proper diet and exercise, is called - Correct Answers -wellness
An area outfitted with equipment and furnishings for a worker is known as: - Correct
Answers -workspace
A goal of support service providers that seeks to increase user self-sufficiency and
reduce a user's dependence on support service is - Correct Answers -self-reliance
A ________ is a communications center that provides a single point of contact (SPOC)
between a company and its customers, employees, and business partners. - Correct
Answers -service desk
, Ensuring customer satisfaction is the goal of the - Correct Answers -customer support
center
Which one of the following is a benefit of self-service technical support? - Correct
Answers -provide users with a 24x7 option for some level of technical support
Help desk support is generally not provided by the use of: - Correct Answers -social
media
Which one of the following situations is the best example of a violation of ethical
behavior in a support center? - Correct Answers -making a personal long-distance
phone call on a company phone during a break
Which one of the following statements is true about version 3 of the ITIL exam's
definition of the difference between good practice and best practices? - Correct
Answers -Best practices are proven activities that have been successful, but have not
yet become industry standard.
A customer Service Representative is usually required to have all of the following
except: - Correct Answers -financial management skills
Many CSR firms adopt Stephen R. Covey's "7 Habits of Highly Effective People." Which
one of these is one of his recommendations for being effective? - Correct Answers -be
proactive
Successful teams most often: - Correct Answers -have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: - Correct
Answers -immediately transferring a call if it is clear that someone else needs to take it
Which one of the following is not a good way to exceed customer expectation? - Correct
Answers -Always promise that something can be done, even if you are unsure.
Which one of the following is not a good way to stay informed about industry trends? -
Correct Answers -tweeting about current issues at your organization and how they could
be used in the industry
_______ is the skill of successfully handling more than one task at a time. - Correct
Answers -Multi-tasking
Time management does not mean - Correct Answers -eliminating social time
Many successful multi-tasking leaders count on - Correct Answers -to-do lists
