FBLA Help Desk Sample UPDATED Exam
Questions and CORRECT Answers
The ITIL Service Support model focuses on: - CORRECT ANSWER - ensuring users have
access to the tools they need to make the business work
A policy is a: - CORRECT ANSWER - principle or protocol to guide decision making
Which is true about a presentation's objective? - CORRECT ANSWER - 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 ANSWER - industry knowledge
What are measurable objectives for analysts that support the service desk's mission called? -
CORRECT ANSWER - service desk analyst performance objectives
A goal of support service providers that seeks to increase user self-sufficiency and reduce a user's
dependence on support service is - CORRECT ANSWER - 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 ANSWER -
service desk
Ensuring customer satisfaction is the goal of the - CORRECT ANSWER - customer
support center
Which one of the following is a benefit of self-service technical support? - CORRECT
ANSWER - provide users with a 24x7 option for some level of technical support
, Help desk support is generally not provided by the use of: - CORRECT ANSWER - social
media
Which one of the following situations is the best example of a violation of ethical behavior in a
support center? - CORRECT ANSWER - 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 ANSWER - 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 ANSWER - 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 ANSWER - be
proactive
Successful teams most often: - CORRECT ANSWER - have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: - CORRECT
ANSWER - 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
ANSWER - 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 ANSWER - tweeting about current issues at your organization and how they
could be used in the industry
Questions and CORRECT Answers
The ITIL Service Support model focuses on: - CORRECT ANSWER - ensuring users have
access to the tools they need to make the business work
A policy is a: - CORRECT ANSWER - principle or protocol to guide decision making
Which is true about a presentation's objective? - CORRECT ANSWER - 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 ANSWER - industry knowledge
What are measurable objectives for analysts that support the service desk's mission called? -
CORRECT ANSWER - service desk analyst performance objectives
A goal of support service providers that seeks to increase user self-sufficiency and reduce a user's
dependence on support service is - CORRECT ANSWER - 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 ANSWER -
service desk
Ensuring customer satisfaction is the goal of the - CORRECT ANSWER - customer
support center
Which one of the following is a benefit of self-service technical support? - CORRECT
ANSWER - provide users with a 24x7 option for some level of technical support
, Help desk support is generally not provided by the use of: - CORRECT ANSWER - social
media
Which one of the following situations is the best example of a violation of ethical behavior in a
support center? - CORRECT ANSWER - 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 ANSWER - 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 ANSWER - 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 ANSWER - be
proactive
Successful teams most often: - CORRECT ANSWER - have a clear, singular purpose
All of the following are characteristics of a positive service attitude except: - CORRECT
ANSWER - 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
ANSWER - 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 ANSWER - tweeting about current issues at your organization and how they
could be used in the industry
