A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.

Which of these responsibilities would you least expect to find in a position description for a user support specialist?

Answers:
a.
Installs hardware and software

b.
Troubleshoots problems

c.
Recommends product standards

d.
Operates a large-scale computer

Question 2
0.5 out of 0.5 points

An organization that provides a wide range of support services to users is called a(n) ____.

Selected Answer:

Answers:
a.
user support center

b.
peer support

c.
help desk

d.
hotline

Question 3
0.5 out of 0.5 points

Computer technology generally doubles in capacity every two ____.

Selected Answer:

Answers:
a.
decades

b.
weeks

c.
centuries

d.
years

Question 4
0.5 out of 0.5 points

A single point of contact for users in need of technology support is called ____.

Selected Answer:

Answers:
a.
one-sourcing

b.
the information center

c.
a help desk

d.
peer support

Question 5
0.5 out of 0.5 points

The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.

Selected Answer:

Answers:
a.
decline a little

b.
increase significantly

c.
decline significantly

d.
increase a little

Question 6
0.5 out of 0.5 points

A feature of a website where discussions are posted by members of a user community is called a ____.

Selected Answer:

Answers:
a.
twitter

b.
user forum

c.
blog

d.
chat room

Question 7
0.5 out of 0.5 points

Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer users?

Selected Answer:

Answers:
a.
Workers in offices who create and use information

b.
Workers in manufacturing plants who assemble parts

c.
Workers in agriculture who produce crops

d.
Workers in the service sector who serve customers

Question 8
0.5 out of 0.5 points

Application software that is intended for use in a specialized business environment is called ____.

Selected Answer:

Answers:
a.
industry-specific applications

b.
customized applications

c.
enterprise applications

d.
MIS applications

Question 9
0 out of 0.5 points

The position description for the Level 1 Help Desk Agent in this chapter illustrates that ____.

Selected Answer:

Answers:
a.
network support and user support are usually separate positions

b.
a degree in programming is required for most support positions

c.
it is impossible for one employee to do all the tasks on a position description

d.
network support and user support may be combined in a single position

Question 10
0.5 out of 0.5 points

Incidents that involve complaints ____.

Selected Answer:

Answers:
a.
are a valuable source of feedback and suggestions about products

b.
are likely from angry and frustrated users

c.
should be terminated as soon as possible

d.
should be escalated immediately to experienced support staff who know how to handle them

Question 11
0.5 out of 0.5 points

Which of these categories of computer software can add thousands of dollars to the cost of a computer system?

Selected Answer:

Answers:
a.
Mass-market software

b.
Operating system

c.
Applications software

d.
Specialized software

Question 12
0.5 out of 0.5 points

Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.

Selected Answer:

Answers:
a.
word processing

b.
graphical user interface

c.
desktop publishing

d.
personal information manager

Question 13
0.5 out of 0.5 points

The Myers-Briggs Type Indicator (MBTI) measures ____.

Selected Answer:

Answers:
a.
customer service ethic

b.
user self-reliance

c.
nonverbal behavior

d.
personality and work style preferences

Question 14
0 out of 0.5 points

Widespread use of the Internet by business and home users first occurred in the ____.

Selected Answer:

Answers:
a.
1970s

b.
1990s

c.
1980s

d.
1960s

Question 15
0.5 out of 0.5 points

A user's first impression of a support agent comes from the ____.

Selected Answer:

Answers:
a.
solution to the problem

b.
incident script used

c.
tone and style

d.
incident greeting

Question 16
0.5 out of 0.5 points

A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.

Selected Answer:

Answers:
a.
desktop publishing program

b.
web browser

c.
spreadsheet program

d.
database management program

Question 17
0.5 out of 0.5 points

Analysis and evaluation of a user’s message is likely to occur during which type of listening?

Selected Answer:

Answers:
a.
relational

b.
comprehensive

c.
discriminative

d.
critical

Question 18
0.5 out of 0.5 points

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?

Selected Answer:

Answers:
a.
Hardware maintenance costs

b.
Software upgrade costs

c.
Supply costs

d.
Information costs

Question 19
0.5 out of 0.5 points

Carpal tunnel syndrome is an example of which common problem?

Selected Answer:

Answers:
a.
Ergonomics

b.
Viruses

c.
Data loss

d.
Mistakes

Question 20
0.5 out of 0.5 points

A distributed computing system usually includes ____.

Selected Answer:

Answers:
a.
a central computer server

b.
decentralized PCs

c.
a network to link systems together

d.
all of these

Question 21
0.5 out of 0.5 points

Which of these responsibilities would you least expect to find in a position description for a user support specialist?

Selected Answer:

Answers:
a.
Trains users

b.
Writes documentation

c.
Writes computer programs in COBOL

d.
Analyzes user requirements

Question 22
0.5 out of 0.5 points

Computer software that helps a user enter, edit, format, store, and print text information is a ____.

Selected Answer:

Answers:
a.
presentation graphics package

b.
word processor

c.
spreadsheet

d.
computer game

Question 23
0.5 out of 0.5 points

Which of these is not one of the four goals of incident management?

Selected Answer:

Answers:
a.
Make the user more self-reliant

b.
Provide the user with the information he or she needs

c.
Manage stress levels for both user and support agent

d.
Complete the incident in the least amount of time possible

Question 24
0.5 out of 0.5 points

A company that contracts with another organization that specializes in user support is using ____.

Selected Answer:

Answers:
a.
peer support

b.
freelancing

c.
a hotline

d.
outsourcing

Question 25
0.5 out of 0.5 points

A computer user who purchases a software package that will not operate on their hardware configuration is a victim of which common problem?

Selected Answer:

Answers:
a.
Waste of resources

b.
Theft of resources

c.
Computer crime

d.
User mistake