FBLA Help Desk UPDATED Exam
Questions and CORRECT Answers
24 X 7 support - CORRECT ANSWER - Service desk services that are provided 24 hours
a day, 7 days a week.
abandon rate percent - CORRECT ANSWER - The percentage of abandoned calls
compared to the total number of calls received.
abandoned call - CORRECT ANSWER - A call where the caller hangs up before an
analyst answers.
access management - CORRECT ANSWER - The process responsible for granting
authorized users the right to use a service in accordance with the company's security policies,
while preventing access to non-authorized users.
accessibility - CORRECT ANSWER - How easily the service desk can be reached by
service desk staff, other employees of the company, and customers.
ACD supervisor console - CORRECT ANSWER - A system that works with ACD systems
and enables supervisors to monitor call volumes and the performance of individual service desk
analysts or groups of analysts.
acoustic shock - CORRECT ANSWER - The term used to describe the symptoms such as
discomfort and pain that a person may experience after hearing a loud, unexpected sound via a
telephone or headset
active listening - CORRECT ANSWER - When the listener participates in a conversation
and gives the speaker a sense of confidence that he or she is being heard.
announcement system - CORRECT ANSWER - Technology that greets callers when all
service desk analysts are busy and can provide valuable information as customers wait on hold.
,application of training investments - CORRECT ANSWER - A comparison of an analyst's
resolution percent before and after attending training.
asset - CORRECT ANSWER - Anything that contributes to the delivery of an IT service
such as financial capital, people, hardware, software, network and communication components,
and information.
asset management - CORRECT ANSWER - The process responsible for tracking and
reporting on the value and ownership of assets throughout their life cycle.
automated attendant - CORRECT ANSWER - An ACD feature that routes calls based on
input provided by the caller through a touch-tone telephone.
automatic call distributor (ACD) - CORRECT ANSWER - Technology that answers a call
and routes, or distributes, it to the next available analyst. If all analysts are busy, the ACD places
the call in a queue and plays a recorded message.
automatic number identification (ANI) - CORRECT ANSWER - A service provided by a
long distance service provider that delivers the telephone number of the person calling.
available state - CORRECT ANSWER - An ACD state that occurs when an analyst is
ready to take calls.
availability - CORRECT ANSWER - The length of time an analyst was signed on to the
ACD compared to the length of time the analyst was scheduled to be signed on.
average call duration - CORRECT ANSWER - The average length of time required to
handle a call
,average speed of answer (ASA) - CORRECT ANSWER - The average time it takes an
analyst to pick up an incoming call
average wait time - CORRECT ANSWER - The average number of minutes a caller waits
for an analyst after being placed in the queue by an ACD; also known as average queue time.
avatar - CORRECT ANSWER - A computer user's representation of himself or herself.
best-in-class - CORRECT ANSWER - A company that is the finest in its relative industry
peer group.
best practice - CORRECT ANSWER - A proven way of completing a task to produce a
near optimum result.
blended call center - CORRECT ANSWER - A call center that receives incoming calls and
makes outgoing calls.
benchmarking - CORRECT ANSWER - The process of comparing the service desk's
services, standardized metrics, and practices to those of a rival or world class company in an
effort to identify ways it can improve
business skills - CORRECT ANSWER - The skills people need to work successfully in the
business world,
brainstorming - CORRECT ANSWER - A technique performed by a group of people and
designed to generate a large number of ideas for solving a problem.
business process management (BPM) - CORRECT ANSWER - A systematic approach to
improving an organization's business processes.
, business relationship management - CORRECT ANSWER - The process responsible for
maintaining a good relationship between a service provider and its customers.
baseline - CORRECT ANSWER - A metric used to show a starting point.
beginning of day (BOD) - CORRECT ANSWER - A list of tasks an analyst performs at the
start of each workday.
biometrics - CORRECT ANSWER - Measurements of a person's physical characteristics
such as a finger or palm print, facial features, or features of a person's eye such as the retina or
iris.
call center - CORRECT ANSWER - place where telephone calls are made or received in
high volume for one or more customers.
channels - CORRECT ANSWER - Routes of communication to and from the help desk,
such as the telephone, voice mail, e-mail, and the Web.
customer satisfaction - CORRECT ANSWER - The difference between how a customer
perceives he or she was treated and how the customer expects to be treated.
customer service - CORRECT ANSWER - Services that ensure customers receive
maximum value for the products or services they purchase.
customer support - CORRECT ANSWER - Services that help a customer understand and
benefit from a product's capabilities by answering questions, solving problems, and providing
training.
centralized service desk - CORRECT ANSWER - A single service desk that supports all of
the technologies used by its customers.
Questions and CORRECT Answers
24 X 7 support - CORRECT ANSWER - Service desk services that are provided 24 hours
a day, 7 days a week.
abandon rate percent - CORRECT ANSWER - The percentage of abandoned calls
compared to the total number of calls received.
abandoned call - CORRECT ANSWER - A call where the caller hangs up before an
analyst answers.
access management - CORRECT ANSWER - The process responsible for granting
authorized users the right to use a service in accordance with the company's security policies,
while preventing access to non-authorized users.
accessibility - CORRECT ANSWER - How easily the service desk can be reached by
service desk staff, other employees of the company, and customers.
ACD supervisor console - CORRECT ANSWER - A system that works with ACD systems
and enables supervisors to monitor call volumes and the performance of individual service desk
analysts or groups of analysts.
acoustic shock - CORRECT ANSWER - The term used to describe the symptoms such as
discomfort and pain that a person may experience after hearing a loud, unexpected sound via a
telephone or headset
active listening - CORRECT ANSWER - When the listener participates in a conversation
and gives the speaker a sense of confidence that he or she is being heard.
announcement system - CORRECT ANSWER - Technology that greets callers when all
service desk analysts are busy and can provide valuable information as customers wait on hold.
,application of training investments - CORRECT ANSWER - A comparison of an analyst's
resolution percent before and after attending training.
asset - CORRECT ANSWER - Anything that contributes to the delivery of an IT service
such as financial capital, people, hardware, software, network and communication components,
and information.
asset management - CORRECT ANSWER - The process responsible for tracking and
reporting on the value and ownership of assets throughout their life cycle.
automated attendant - CORRECT ANSWER - An ACD feature that routes calls based on
input provided by the caller through a touch-tone telephone.
automatic call distributor (ACD) - CORRECT ANSWER - Technology that answers a call
and routes, or distributes, it to the next available analyst. If all analysts are busy, the ACD places
the call in a queue and plays a recorded message.
automatic number identification (ANI) - CORRECT ANSWER - A service provided by a
long distance service provider that delivers the telephone number of the person calling.
available state - CORRECT ANSWER - An ACD state that occurs when an analyst is
ready to take calls.
availability - CORRECT ANSWER - The length of time an analyst was signed on to the
ACD compared to the length of time the analyst was scheduled to be signed on.
average call duration - CORRECT ANSWER - The average length of time required to
handle a call
,average speed of answer (ASA) - CORRECT ANSWER - The average time it takes an
analyst to pick up an incoming call
average wait time - CORRECT ANSWER - The average number of minutes a caller waits
for an analyst after being placed in the queue by an ACD; also known as average queue time.
avatar - CORRECT ANSWER - A computer user's representation of himself or herself.
best-in-class - CORRECT ANSWER - A company that is the finest in its relative industry
peer group.
best practice - CORRECT ANSWER - A proven way of completing a task to produce a
near optimum result.
blended call center - CORRECT ANSWER - A call center that receives incoming calls and
makes outgoing calls.
benchmarking - CORRECT ANSWER - The process of comparing the service desk's
services, standardized metrics, and practices to those of a rival or world class company in an
effort to identify ways it can improve
business skills - CORRECT ANSWER - The skills people need to work successfully in the
business world,
brainstorming - CORRECT ANSWER - A technique performed by a group of people and
designed to generate a large number of ideas for solving a problem.
business process management (BPM) - CORRECT ANSWER - A systematic approach to
improving an organization's business processes.
, business relationship management - CORRECT ANSWER - The process responsible for
maintaining a good relationship between a service provider and its customers.
baseline - CORRECT ANSWER - A metric used to show a starting point.
beginning of day (BOD) - CORRECT ANSWER - A list of tasks an analyst performs at the
start of each workday.
biometrics - CORRECT ANSWER - Measurements of a person's physical characteristics
such as a finger or palm print, facial features, or features of a person's eye such as the retina or
iris.
call center - CORRECT ANSWER - place where telephone calls are made or received in
high volume for one or more customers.
channels - CORRECT ANSWER - Routes of communication to and from the help desk,
such as the telephone, voice mail, e-mail, and the Web.
customer satisfaction - CORRECT ANSWER - The difference between how a customer
perceives he or she was treated and how the customer expects to be treated.
customer service - CORRECT ANSWER - Services that ensure customers receive
maximum value for the products or services they purchase.
customer support - CORRECT ANSWER - Services that help a customer understand and
benefit from a product's capabilities by answering questions, solving problems, and providing
training.
centralized service desk - CORRECT ANSWER - A single service desk that supports all of
the technologies used by its customers.
