TECHNICAL WRITING
Technical writing should be concise and it should be informative." is an example of a _____
What is a compound sentence
What position is unlikely to exist in a help desk that is organized in a multilevel support model?
analyst incident screener
product specialist technical support
What is a analyst
Most software problems that impact end users occur...
What is during the installation and configuration of the software
TRUE OR FALSE?
Effective end-user documents should result in a lower volume of user support calls and emails.
What is true
Computer technology generally doubles in capacity every two _____.
What is years
True or False?
Technical writing concludes with the most important point at the end of a section.
what is false
What type of common computer problem is carpal tunnel syndrome?
What is ergonomics
Which software package is likely to be the most expensive?
What is specialized software
The following sentence is written in ______ voice:
Larry will present a tutorial on Excel macros on Tuesday next week.
Chapter 3
What is active
TRUE OR FALSE?
A new release of a software package generally contains more new features than a new version.
What is false
What grade level is appropriate for most technical documentation?
What is 10th grade.
What is the most effective strategy for a user support agent to use a script?
hint: page 64
Restate the script using his or her own words.
A distributed computing system usually incudes...
hint: 3 in all
chapter 1
a central server
decentralized PCs
a network
TRUE OR FALSE?
Of the three essential communication skills, listening precedes understanding and responding.
What is true.
Due to increased Internet usage, which item is likely to increase in the future as a percentage of the total cost of a computer system?
chapter 1
What is information costs
When a sequence of facts or steps is described in a technical document, a writer should try to avoid ______.
What is a narrative passage
Using a computer to gain unauthorized access to information about a student is called _____.
Chapter 1
What is an invasion of privacy
Remote access to a user's PC can be implemented with a ___________.
What is a virtual private network
What is an advantage of outsourcing user support?
in relation to expertise.. chapter 1
What is The company can take advantage of expertise lacking in the company.
A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing a(n) _____.
chapter 5
What is a patch
When choosing alignment for a paragraph of text, the easiest to read is _____ text.
What is left-aligned
True or False?
Technical support costs are generally included in the purchase price of a computer product and are therefore free to users.
What is false.
TRUE OR FALSE?
Teams of support agents are generally less effective at working together on a complex problem because each member has a different approach, and the members frequently cannot agree on how to tackle the problem.
What is false.
TRUE OR FALSE?
Completing the incident in the least amount of time as possible, is not a goal of incident management?
What is true
A time management tool in a help desk software package probably has the greatest impact on the productivity of _____.
chapter 5
What is a a help desk agent