FBLA Help Desk Test

Front

Which of the following is an essential skill for effective communication in a help desk environment?
- Speaking quickly to resolve issues faster
- Using technical jargon to impress customers
- Active listening and clear articulation
- Avoiding eye contact to focus on the task at hand

Back

Active listening and clear articulation

Front

In help desk operations, what is the primary purpose of incident management?

Back

Prioritizing and responding to customer inquiries

Front

Which of the following best describes the role of a knowledge management system in a support center? Options: Storing and organizing information for quick reference, Providing training to help desk agents, Managing employee schedules and work assignments, Monitoring network performance and security

Back

Storing and organizing information for quick reference

Front

When dealing with a frustrated customer, what is the most appropriate course of action? Options: Arguing with the customer to defend company policies, Empathizing with the customer and actively working to resolve the issue, Ignoring the customer until they calm down, Transferring the call to a supervisor immediately

Back

Empathizing with the customer and actively working to resolve the issue

Front

Which ITIL process involves restoring normal service operation as quickly as possible after an incident?

Back

Incident Management

Front

What is the purpose of a service level agreement (SLA) in help desk operations?

Back

To define the expected level of service between the support center and customers

Front

Which of the following is an example of a Tier 1 support issue? Options: Server maintenance and upgrades, Network outage affecting multiple users, Password reset for a single user, Application development and coding

Back

Network outage affecting multiple users

Front

What is the purpose of root cause analysis in problem management?

Back

To identify the underlying cause of recurring issues

Front

Which of the following is a characteristic of effective customer management in a help desk environment?
- Providing customers with incomplete or incorrect information
- Setting unrealistic expectations for issue resolution times
- Listening actively and demonstrating empathy
- Avoiding communication with customers whenever possible

Back

Listening actively and demonstrating empathy

Front

What is the primary purpose of a remote desktop application in help desk operations?

Back

To provide remote assistance to users