CTS-155 MID-TERM EXAM WITH ALL CORRECT & 100%
VERIFIED ANSWERS|ALREADY GRADED A+
A software program that enables users to find and display information stored as HTML pages on the
Internet is a(n) ____. ✔Correct answer-Web Browser
Another name for needs analysis is ____. ✔Correct answer-Needs assessment
A distributed computing system usually includes ____. ✔Correct answer-All of these.
Application software that enables users to create, maintain, and update webpages is called ____
software. ✔Correct answer-Website development
In order to make effective use of a new or upgraded technology, a user may require ____.
✔Correct answer-Training
Application software that is intended for use in a specialized business environment is called ____.
✔Correct answer-An industry specific application
An internal user is one who is a ____. ✔Correct answer-Worker in an organization
A computer user who purchases a software package that will not operate on their hardware
configuration is a victim of which common problem? ✔Correct answer-Waste of resources
Peripheral devices are part of a computer system's ____. ✔Correct answer-Hardware
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 hardware device that was a first step toward decentralized computing was the ____. ✔Correct
answer-Terminal
Classifying end users as internal versus external is a classification by ____. ✔Correct answer-
Relationship
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 company that contracts with another organization that specializes in user support is using ____.
✔Correct answer-Outsourcing
Making an illegal copy of a software program is called ____. ✔Correct answer-Piracy
A single point of contact for users in need of technology support is called ____. ✔Correct answer-A
help desk
Employees who provide informal peer support to other users in an organization ____. ✔Correct
answer-Often have little or no training in user support
, Businesses and organizations first began to use data communications and network technology to
connect computer systems in the ____. ✔Correct answer-1980's
Carpal tunnel syndrome is an example of which common problem? ✔Correct answer-Ergonomics
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
An organization that provides a wide range of support services to users is called a(n) ____.
✔Correct answer-User support center
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
✔Correct answer-Spreadsheet program
KSA stands for ____. ✔Correct answer-Knowledge, Skills and Abilities
Computer software that helps a user enter, edit, format, store, and print text information is a ____.
✔Correct answer-Word processor
Computer technology generally doubles in capacity every two ____. ✔Correct answer-years
Dissatisfied clients are more likely than satisfied clients to ____. ✔Correct answer-Contact the help
desk repeatedly for assistance
Excellent customer service in a support organization is based primarily on which of these factors?
✔Correct answer-The ability to solve user problems and to communicate effectively with users
Incidents that involve complaints ____. ✔Correct answer-Are a valuable source of feedback and
suggestions about products.
One measure of whether a support agent understands a problem is that they can express the user's
problem in ____. ✔Correct answer-The support agent's own words
The most effective strategy for using a script is to ____. ✔Correct answer-Restate the script in your
own words
A support agent should aim to use language that is ____ the language the user uses. ✔Correct
answer-Slightly below
Which type of nonverbal behavior is suggested for effective voice quality? ✔Correct answer-All of
these:
Use inflection to add interest
Speak at a normal pitch
Use a warm, upbeat tone of voice
"I can give you a workaround for this problem, then later we can diagnose the cause of the problem
so you don't encounter it again." is an example of ____. ✔Correct answer-Empathy
VERIFIED ANSWERS|ALREADY GRADED A+
A software program that enables users to find and display information stored as HTML pages on the
Internet is a(n) ____. ✔Correct answer-Web Browser
Another name for needs analysis is ____. ✔Correct answer-Needs assessment
A distributed computing system usually includes ____. ✔Correct answer-All of these.
Application software that enables users to create, maintain, and update webpages is called ____
software. ✔Correct answer-Website development
In order to make effective use of a new or upgraded technology, a user may require ____.
✔Correct answer-Training
Application software that is intended for use in a specialized business environment is called ____.
✔Correct answer-An industry specific application
An internal user is one who is a ____. ✔Correct answer-Worker in an organization
A computer user who purchases a software package that will not operate on their hardware
configuration is a victim of which common problem? ✔Correct answer-Waste of resources
Peripheral devices are part of a computer system's ____. ✔Correct answer-Hardware
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 hardware device that was a first step toward decentralized computing was the ____. ✔Correct
answer-Terminal
Classifying end users as internal versus external is a classification by ____. ✔Correct answer-
Relationship
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 company that contracts with another organization that specializes in user support is using ____.
✔Correct answer-Outsourcing
Making an illegal copy of a software program is called ____. ✔Correct answer-Piracy
A single point of contact for users in need of technology support is called ____. ✔Correct answer-A
help desk
Employees who provide informal peer support to other users in an organization ____. ✔Correct
answer-Often have little or no training in user support
, Businesses and organizations first began to use data communications and network technology to
connect computer systems in the ____. ✔Correct answer-1980's
Carpal tunnel syndrome is an example of which common problem? ✔Correct answer-Ergonomics
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
An organization that provides a wide range of support services to users is called a(n) ____.
✔Correct answer-User support center
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
✔Correct answer-Spreadsheet program
KSA stands for ____. ✔Correct answer-Knowledge, Skills and Abilities
Computer software that helps a user enter, edit, format, store, and print text information is a ____.
✔Correct answer-Word processor
Computer technology generally doubles in capacity every two ____. ✔Correct answer-years
Dissatisfied clients are more likely than satisfied clients to ____. ✔Correct answer-Contact the help
desk repeatedly for assistance
Excellent customer service in a support organization is based primarily on which of these factors?
✔Correct answer-The ability to solve user problems and to communicate effectively with users
Incidents that involve complaints ____. ✔Correct answer-Are a valuable source of feedback and
suggestions about products.
One measure of whether a support agent understands a problem is that they can express the user's
problem in ____. ✔Correct answer-The support agent's own words
The most effective strategy for using a script is to ____. ✔Correct answer-Restate the script in your
own words
A support agent should aim to use language that is ____ the language the user uses. ✔Correct
answer-Slightly below
Which type of nonverbal behavior is suggested for effective voice quality? ✔Correct answer-All of
these:
Use inflection to add interest
Speak at a normal pitch
Use a warm, upbeat tone of voice
"I can give you a workaround for this problem, then later we can diagnose the cause of the problem
so you don't encounter it again." is an example of ____. ✔Correct answer-Empathy
