Terms
A waiting list of calls or incidents.
Queue
You are working in a retail position as a cashier. The customers start hooting and hollering, saying "The Customer is always right" How do you handle the situation?
Try to calm the customer, if that fails, call your supervisor.
In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level
True
Which value chain activity identifies and provides service components?
Obtain/build
One gigabyte is equal to how many megabytes.
1000
Code assigned to incidents indicating how serious the problem is.
Priority Codes
April 29th
Every help desk incident, no matter what kind, goes through all 12 steps of the incident management workflow describe in the chapter, even if some of the steps do not apply
False
Which one of the following is not an activity of the service value chain?
Value
What startup, acquired by Facebook for $1 billion in 2012, became the fourth most downloaded app in the 2010s and is known for the posting of pictures?
Physical/emotional response that occurs when a support agent's characteristics do not match their job requirements
Job Stress
Oldest student in the IT room
Miles Pitulle
The percentage of incidents that cannot be resolved during the incident management workflow is frequently zero.
False
a field that studies how to design a workspace that promotes worker health, safety, and productivity.
In 2021, an Apple II computer manual signed by what mock turtleneck enthusiast sold for almost $800,000 at auction.
Steve Jobs
When an agent updates an incident record with new information.
Tracking
Ms. Ellis birthdate
July 18th
Knowledge bases that have special search tools and other help desk software features are called smart databases.
True
A prepared sequence of questions and/or statements that assists with handling complex problems or difficult users.
Script
Pierre Omidyar founded which popular online auction company in 1995 out of San Jose, California.
eBay
A group of interconnected computers with large, networked storage devices that host cloud computing over the internet.
Server Farm
One Disney movie has the song "Determinate" as the title. What is the Disney movie in question?
Lemonade Mouth
An automated incident tracking application is primarily useful in a large help desk operation but is an unnecessary expense in a small help desk operation.
False
The name given to a collaborative or iterative approach to project management and software development
Agile
While building magnetrons at MIT in the 1940s, Percy Spencer noticed a melting chocolate bar in his pocket. Deeper investigation and exploration led to the invention of what household device? Spencer received no royalties for this invention, first marketed as the Radarange.
Microwave