Question 1: Which of these responsibilities would you least expect to find in a position description for a user support specialist?

a. Installs hardware and software

b. Troubleshoots problems

c. Recommends product standards

d. Operates a large-scale computer

Question 2: An organization that provides a wide range of support services to users is called a(n) ____.

a. user support center

b. peer support

c. help desk

d. hotline

Question 3: Computer technology generally doubles in capacity every two ____.

a. decades

b. weeks

c. centuries

d. years

Question 4: A single point of contact for users in need of technology support is called ____.

a. one-sourcing

b. the information center

c. a help desk

d. peer support

Question 5: The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.

a. decline a little

b. increase significantly

c. decline significantly

d. increase a little

Question 6: A feature of a website where discussions are posted by members of a user community is called a ____.

a. twitter

b. user forum

c. blog

d. chat room

Question 7: Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer users?

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

a. industry-specific applications

b. customized applications

c. enterprise applications

d. MIS applications

Question 9: The position description for the Level 1 Help Desk Agent in this chapter illustrates that ____.

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: Incidents that involve complaints ____.

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

a. Mass-market software

b. Operating system

c. Applications software

d. Specialized software

Question 12: Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.

a. word processing

b. graphical user interface

c. desktop publishing

d. personal information manager

Question 13: The Myers-Briggs Type Indicator (MBTI) measures ____.

a. customer service ethic

b. user self-reliance

c. nonverbal behavior

d. personality and work style preferences

Question 14: Widespread use of the Internet by business and home users first occurred in the ____.

a. 1970s

b. 1990s

c. 1980s

d. 1960s

Question 15: A user's first impression of a support agent comes from the ____.

a. solution to the problem

b. incident script used

c. tone and style

d. incident greeting

Question 16: A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.

a. desktop publishing program

b. web browser

c. spreadsheet program

d. database management program

Question 17: Analysis and evaluation of a user's message is likely to occur during which type of listening?

a. relational

b. comprehensive

c. discriminative

d. critical

Question 18: 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?

a. Hardware maintenance costs

b. Software upgrade costs

c. Supply costs

d. Information costs

Question 19: Carpal tunnel syndrome is an example of which common problem?

a. Ergonomics

b. Viruses

c. Data loss

d. Mistakes

Question 20: A distributed computing system usually includes ____.

a. a central computer server

b. decentralized PCs

c. a network to link systems together

d. all of these

Question 21: Which of these responsibilities would you least expect to find in a position description for a user support specialist?

a. Trains users

b. Writes documentation

c. Writes computer programs in COBOL

d. Analyzes user requirements

Question 22: Computer software that helps a user enter, edit, format, store, and print text information is a ____.

a. presentation graphics package

b. word processor

c. spreadsheet

d. computer game

Question 23: Which of these is not one of the four goals of incident management?

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

a. peer support

b. freelancing

c. a hotline

d. outsourcing

Question 25: A computer user who purchases a software package that will not operate on their hardware configuration is a victim of which common problem?

a. Waste of resources

b. Theft of resources

c. Computer crime

d. User mistake.