FBLA Help Desk TERMS | 298 Complete Questions And Answers 100% Correct |
Question : 24 X 7 support
Correct answer: Service desk services that are provided 24
hours a day, 7 days a week.
Question : abandon rate percent
Correct answer: The percentage of abandoned calls compared
to the total number of calls received.
Question : abandoned call
Correct answer: A call where the caller hangs up before an
analyst answers.
Question : access management
Correct answer: The process responsible for granting
authorized users the right to use a service in accordance with the company's security policies, while preventing access to non-authorized users.
Question : accessibility
Correct answer: How easily the service desk can be reached
by service desk staff, other employees of the company, and customers.
Question : ACD supervisor console
Correct answer: A system that works with ACD systems and
enables supervisors to monitor call volumes and the performance of individual service desk analysts or groups of analysts.
Question : acoustic shock
Correct answer: The term used to describe the symptoms such
as discomfort and pain that a person may experience after hearing a loud, unexpected sound via a telephone or headset
Question : active listening
Correct answer: When the listener participates in a
conversation and gives the speaker a sense of confidence that he or she is being heard.
Question : announcement system
Correct answer: Technology that greets callers when all
service desk analysts are busy and can provide valuable information as customers wait on hold.
Question : application of training investments
Correct answer: A comparison of an analyst's resolution
percent before and after attending training.
Question : asset
Correct answer: Anything that contributes to the delivery of
an IT service such as financial capital, people, hardware, software, network and communication components, and information.
Question : asset management
Correct answer: The process responsible for tracking and
reporting on the value and ownership of assets throughout their life cycle.
Question : automated attendant
Correct answer: An ACD feature that routes calls based on
input provided by the caller through a touch-tone telephone.
Question : automatic call distributor (ACD)
Correct answer: Technology that answers a call and routes, or
distributes, it to the next available analyst. If all analysts are busy, the ACD places the call in a queue and plays a recorded message.
Question : automatic number identification (ANI)
Correct answer: A service provided by a long distance service
provider that delivers the telephone number of the person calling.
Question : available state
Correct answer: An ACD state that occurs when an analyst is
ready to take calls.