Name: 
 

FinalExamIT275


Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

 1. 
____ enables users to solve their problems without contacting the help desk.
a.
Case-based reasoning
c.
Live chats
b.
Knowledge bases
d.
Subject matter experts
 

 2. 
The content and context of a solution determine the ____ of a knowledgebase.
a.
accessibility
c.
relevance
b.
ease of use
d.
simplicity
 

 3. 
The method of building knowledge before it is needed is known as ____ knowledge management.
a.
knowledge-centered
c.
reactive
b.
proactive
d.
support-centered
 

 4. 
The requirements for a knowledgebase are determined in the ____ phase.
a.
decision
c.
design
b.
deliver
d.
development
 

 5. 
A forecast of potential user problems is made in the ____ phase.
a.
decision
c.
design
b.
deliver
d.
development
 

 6. 
The answers to problems are discovered and drafted in the ____ phase.
a.
decision
c.
design
b.
deliver
d.
development
 

 7. 
The task that a user was attempting to perform is known as the ____.
a.
configuration environment
c.
goal
b.
context
d.
symptom
 

 8. 
____ refers to a user's expectation regarding the performance of a product.
a.
Configuration environment
c.
Symptom
b.
Goal
d.
User context
 

 9. 
The first thing captured as part of help desk interaction is the ____.
a.
analysis
c.
resolution
b.
information
d.
situation
 

 10. 
An analyst's diagnostic process is known as ____.
a.
analysis
c.
resolution
b.
information
d.
situation
 

 11. 
Facts pertaining to a product or a technology are known as ____.
a.
language and concepts
c.
supporting solutions
b.
reference material
d.
support-specific actions
 

 12. 
The first step in the knowledge management process is ____.
a.
capture
c.
release and maintain
b.
structure
d.
review
 

 13. 
The process of indexing, categorizing, and classifying information is called ____.
a.
capturing
c.
release and maintain
b.
structuring
d.
reviewing
 

 14. 
The Windows troubleshooting wizards are an example of ____.
a.
decision trees
c.
keyword search engines
b.
expert systems
d.
natural-language processing systems.
 

 15. 
____ system is based on the assumption that people use their past experience to solve problems.
a.
Case-based reasoning
c.
Expert
b.
Decision tree
d.
Natural-language processing
 

 16. 
The process of testing a solution to determine if it resolves the problem is called ____.
a.
capture
c.
validation
b.
resolution
d.
verification
 

 17. 
The easiest search method for non-technical users is ____.
a.
decision tree
c.
keyword search engines
b.
expert systems
d.
natural-language processing
 

 18. 
What does SLA stand for?
a.
Satisfaction Level Agreement
c.
Service License Agreement
b.
Service Level Agreement
d.
Solution Level Agreement
 

 19. 
The time taken by an agent to resolve a user’s problem is called ____.
a.
abandon rate
c.
available speed to answer
b.
auxiliary time
d.
average handling time
 

 20. 
The ideal rate of first call resolution should be ____ percent.
a.
25-30
c.
75-80
b.
50-60
d.
90-100
 

 21. 
The total time spent on non-call handling activities is called ____.
a.
abandon rate
c.
available time
b.
auxiliary time
d.
hold time
 

 22. 
The ____ rate indicates how long users have to wait to speak to an agent.
a.
average abandon
c.
average hold
b.
average call handling
d.
average speed to answer
 

 23. 
A high average speed to answer (ASA) indicates a higher ____.
a.
abandon rate
c.
available time
b.
auxiliary time
d.
hold time
 

 24. 
The ____ reflects the help desk's ability to respond to inbound call volume.
a.
average abandon rate
c.
average speed to answer
b.
average auxiliary time
d.
average hold time
 

 25. 
The time spent by a help analyst on meetings, training sessions and projects is part of ____ time.
a.
abandon rate
c.
available speed to answer
b.
auxiliary
d.
hold
 

 26. 
The goal of individual reviews is to ____.
a.
provide feedback to the analyst
c.
reduce auxiliary rate
b.
reduce abandon rate.
d.
reduce overstaffing
 

 27. 
____ is a significant factor in analyst motivation and job satisfaction.
a.
Difficult customers
c.
Positive feedback
b.
Difficult queries
d.
Promotion
 

 28. 
The annual operating and overhead cost divided by the number of total calls received for the year determines the ____.
a.
average cost
c.
cost per call
b.
average overhead cost
d.
total cost
 

Completion
Complete each sentence or statement.
 

 29. 
In a help desk setting, knowledge stored in a database is known as a ____________________.
 

 

 30. 
A ____________________ knowledgebase reduces the volume of calls made to the help desk.
 

 

 31. 
____________________ capabilities are added to a knowledge base to make it easy to use.
 

 

 32. 
A knowledge base can be made accessible to all users at all times and at any location, using the ____________________.
 

 

 33. 
____________________ knowledge management captures new knowledge when a case is closed.
 

 

 34. 
Redundancy is a prominent feature of ____________________ knowledge management.
 

 

 35. 
____________________ knowledge can be expressed using language and can be easily transmitted among individuals.
 

 

 36. 
____________________ knowledge is not easy to communicate to others.
 

 

 37. 
The situation of the user defines the ____________________ of the solution.
 

 

 38. 
The most subjective element of any knowledge base solution is ____________________.
 

 

 39. 
The objective of any solution is the ____________________ of the problem.
 

 

 40. 
An ____________________ is a program that simulates the interaction a user might have with a human expert to solve a problem.
 

 

 41. 
A specific answer and response to the user problem is called ____________________.
 

 

 42. 
A _________________________ establishes a risk-reward system for the help desk.
 

 

 43. 
The ____________________ rate calculates the percentage of users who end a call before an analyst answers it.
 

 

 44. 
The percentage of calls resolved on the initial contact with the user is known as _________________________.
 

 

 45. 
Average work time is also known as ____________________.
 

 

 46. 
_________________________ refers to the elapsed time from when the user places a call until an analyst receives the call.
 

 

 47. 
The ____________________ monitoring technique gives an accurate portrait of agent performance.
 

 

 48. 
____________________ is a technique that records actual help desk calls for future analysis.
 

 

 49. 
If the cost per call is high, first call resolution is low, and customer satisfaction is high, then overall effectiveness would be ____________________.
 

 

 50. 
In a ____________________ queue, phone calls, e-mails, Web forms and faxes are all in the same queue.
 

 



 
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