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Unformatted text preview: <div role="alert" class="ic-flash-static ic-flash-error"> <div class="ic-flash__icon" aria-hidden="true"> <i class="icon-warning"></i> </div> <h1>You need to have JavaScript enabled in order to access this site.</h1> </div> Skip To Content Dashboard • • • • • • Account Dashboard Courses Calendar 0 Inbox Help • 0 Library • 0 Student Resources • Close Object 1 • • • • My Dashboard BCAP270-8730 Quizzes Quiz No.4 SPRING 2017 • • • • • • • • • • • • • • • • • • • • Home Announcements Assignments Discussions Grades People Pages Files Syllabus Outcomes Quizzes Modules Conferences Collaborations Student Support Chat McGraw Hill Campus NetTutor Tutoring Services Transfer Services Loading... Quiz No.4 Started: Apr 5 at 9:10am Quiz Instructions Note: this is a timed quiz. You may check the remaining time you have at any point while taking the quiz by pressing the keyboard combination SHIFT, ALT, and T... Again: SHIFT, ALT, and T... 2017-04-05T09:10:38-04:00 2017-04-05T09:10:39-04:00 2017-04-05T11:00:00-04:00 2017-0405T11:00:00-04:00 120 6560 Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 1 1 pts Edit this Question Delete this Question 0 true_false_question 1845197 The dollar amounts in support budgets vary one from help one The dollar amounts in supportlittle budgetsfrom vary little desk operation to are based on industry standards. another; these amounts are based on True industry standards. help desk operation to another; these amounts False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 2 1 pts Edit this Question Delete this Question 0 true_false_question 1845198 The employee selection process for a help deskdesk position The employee selection process for a help position can be described as an attempt to find applicants can be described as with the knowledge, skills, and thatto arefind the closest match with the requirements of a position. anabilities attempt applicants with the True knowledge, skills, and abilities that are the closest match False with the requirements of a position. Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 3 1 pts Edit this Question Delete this Question 0 true_false_question 1845199 Orientations for new help desk agents a support Orientations for new help deskoften agentscover often cover a support organizations as how to handle a client whopolicies wants a refund for a product. and procedures, such as True how to handle a client who wants a refund for a product. False organization’s policies and procedures, such Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 4 1 pts Edit this Question Delete this Question 0 true_false_question 1845200 User support managers monitor several aspects their User support managers monitor several of aspects of their support support operation, calls that were abandoned by the user. including the percentage of calls True that were abandoned by the user. operation, including the percentage of False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 5 1 pts Edit this Question Delete this Question 0 true_false_question 1845201 Automated call distributor True Automated call distributor (ACD) systems often (ACD) systems oftencollect collect data data to measure help desk and agent performance. to measure help desk and agent performance. False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 6 1 pts Edit this Question Delete this Question 0 true_false_question 1845202 Entry-level help desk staff are usually not Entry-level help desk staff areconcerned usually not with concerned with performance measures and the justification performance measures help desk services; performance justification are primarily management responsibilities. andand the justification of help desk True services; performance and justification are primarily management False responsibilities. of Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 7 1 pts Edit this Question Delete this Question 0 true_false_question 1845203 One benefit of help desk agent. True One benefit of help desk certification is an automatic increase certification is an automatic increase to step 2 in starting pay for an entry-level agent. to step 2 in starting pay for an entry-level False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 8 1 pts Edit this Question Delete this Question 0 true_false_question 1845204 Employment in the category of Computer Support Specialists Employment in the category of Computer Support Specialists is expected to increase at about an is expected to rate compared with other occupational categories in an the United States during the next decade. increase at about average rate compared True with other occupational categories in the False United States during the next decade. average Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 9 1 pts Edit this Question Delete this Question 0 true_false_question 1845205 During the 1980s, many organizations that purchased During the 1980s, many organizations that purchased computer products computer products vendor products as a sign of aviewed healthy, competitive business climate. incompatibilities True among vendor products as a sign of a healthy, competitive business climate. viewed incompatibilities among Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 10 1 pts Edit this Question Delete this Question 0 true_false_question 1845206 In order to avoid bias, product decisions In order to avoid bias, productevaluation evaluation decisions are usually are usually made by independently of other employees. the user support staff working True independently of other employees. made by the user support staff working False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 11 1 pts Edit this Question Delete this Question 0 true_false_question 1845207 An ezine is a Web site that is True False An ezine is a Web site that is easier to use competing easier to than use than competing Web Web sites. sites. Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 12 1 pts Edit this Question Delete this Question 0 true_false_question 1845208 While software vendors generally provide evaluation While software vendors generally provide evaluation or or demonstration copies of their products, demonstration copies vendors never provide evaluation products because of the expense of computer hardware. of their products, hardware vendors True never provide evaluation products because of the False expense of computer hardware. hardware Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 13 1 pts Edit this Question Delete this Question 0 true_false_question 1845209 Industry standard computer organizations. True Industry standard computer products are those selected by a by a products are those selected panel of industry experts for use in organizations. panel of industry experts for use in False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 14 1 pts Edit this Question Delete this Question 0 true_false_question 1845210 Industry standard software designed to meet the needs a of Industry standard software designed to meet the of needs broad spectrum of of industries is called vertical users market across software.a wide variety of industries True is called vertical market software. a broad spectrum of users across a wide variety False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 15 1 pts Edit this Question Delete this Question 0 true_false_question 1845211 The weighted point evaluation method can used can to be compare The weighted point evaluationbe method used to compare two products, two products, but is confusing to use when more than two products areand being considered. too complicated confusing to use when True more than two products are being considered. False but is too complicated and Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 16 1 pts Edit this Question Delete this Question 0 true_false_question 1845212 Public organizations are often required to Public organizations are oftenselect requiredcomputer to select computer products from vendors cost-effective bid or competitive an RFP. whoresponse submit tothe most cost-effective bid or True competitive response to an RFP. products from vendors who submit the most False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 17 1 pts Edit this Question Delete this Question 0 true_false_question 1845213 The goal of computer product selection. True The goal of computer product standards is defineisatoclear, productto standards define a clear, one-product-fits-allneeds approach to product selection. one-product-fits-all-needs approach to False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 18 1 pts Edit this Question Delete this Question 0 true_false_question 1845214 When a new product becomes an When a new product becomesorganization an organization standard, support services for standard, support usually continue during a transition period to allow services for the users time to convert. product it replaces True usually continue during a transition period to allow users False time to convert. the product it replaces Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 19 1 pts Edit this Question Delete this Question 0 true_false_question 1845215 An organization’s acceptable information on the Internet. True An organizations acceptable use guidelines theresult of use guidelinesare are the result of federal legislation to regulate the flow of information on the Internet. federal legislation to regulate the flow of False Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 20 1 pts Edit this Question Delete this Question 0 true_false_question 1845216 When an organization adopts new support support support for existing When an organization adopts standards, new support standards, for existing products in order to reduce the cost to support old and new products. should both be terminated in order to reduce True the cost to support both old and new products. False products should be terminated Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 21 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845217 Which of these aspects of help desk would notnot normally Which of these aspects of helpoperation desk operation would normally be covered statement? in a user support Operational efficiency of mission statement? be covered in a user support mission users Help desk fees for services Customer satisfaction Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 22 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845218 A measure of the number of support incidents thatthat can A measure of the number of support incidents canbebe processed processed in a given staffing the help desk group, istime ____.period, often used in staffing the the contact rate help desk group, is ____. in a given time period, often used in the abandonment rate the response rate an Erlang unit Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 23 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845219 Which of these knowledge, skills, and and abilities Which of these knowledge, skills, abilities would would aahelp help desk manager applicant for a help desk position? probably not seek in an applicant for a Technical help desk position? desk manager probably not seek in an skills Communications skills Programming skills Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 24 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845220 A paper-and-pencil or verbal exercise that measures job A paper-and-pencil or verbal exercise thata measures a job applicants technical problem-solving ability is a(n)understanding ____. and problem-solving scenario test ability is a(n) ____. personality test IQ test knowledge and skills applicant’s technical understanding and test Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 25 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845221 Which of the following kinds of designed Which of the following kinds questions of questionsis is designed to determine to determine whether specific educational and workaexperience required help desk job for a position? applicant has Directed question specific educational and work experience required for a Behavioral position? whether a help desk job applicant has question Non-directed question Scenario question Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 26 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845222 Which of the following kinds of anapplicant for a help desk position Which of the following kinds questions of questionsgives gives an applicant for a help to solve that is representative desk of situations that help desk agents actually encounter? position a specific problem to Directed question solve that is representative of situations that help Behavioral desk agents actually question encounter? a specific problem Non-directed question Scenario question Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 27 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845223 Which of these is an New staff Which of these is an important topic in a staff importanthelp topicdesk in a help desk staff training program? training program? orientation Performance appraisal criteria Ongoing training Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 28 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845224 Which of these is not a common method used to method conduct a user not a common used to conduct satisfaction survey? Which of these is Face-to-face interview a user satisfaction survey? Follow-up telephone call Mailed questionnaire Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 29 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845225 Which of the following Free level services Which of the following levels of levelssupport of supportservices services likely costs likely costs the most to provide to users? the most to provide to users? Standard fee-for-service level Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 30 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845226 One of the first vendor-specific certification One of the first vendor-specific certification programs was programs was offered Microsoft by ____. offered by ____. Novell Cisco Sun Microsystems Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 31 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845227 Which of these can be examined for industry certification? be examined for industry certification? Which of these can Help desk and support agents User support groups Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 32 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845228 The Computer Technology vendor-neutral exam The Computer Technology Industry Association (CompTIA) Industry Association (CompTIA) A+ A+ exam is an example of a ____. exam is an example of a ____. vendor-specific exam help desk agent exam vendor-sponsored exam Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 33 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845229 Which of the following is not a Which of the following is not primary a primarybenefit benefit ofof computer computer industry Ability to document minimum-level job skills and certification? expertise industry certification? Ability to document a worker’s efforts to keep up to date in the computer field Ability to identify a worker whose performance has fallen below industry standards Ability to justify a request for higher pay Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 34 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845230 CBT and WBT for crash CBT and WBT for those preparing for certification exams those preparing for certification exams are ____ courses. are ____ courses. boot camp online tutorial adaptive Move To... This element is a more accessible alternative to drag & drop reordering. Press Enter or Space to move this question. Flag this Question Question 35 1 pts Edit this Question Delete this Question 0 multiple_choice_question 1845231 Which of these testing methods is often used inin industry Which of these testing methods is often used industry Computer adaptive test certification exams? certification exams? Paper-and-pencil test Traditional, fixed-length test Move To... This element is a more accessible alternative to drag &...
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