Help Desk Skills MCQs (Chapterwise Multiple Choice Questions)

If you have to send a scanned document to a client by e-mail, what should you do?

Send the picture as a zipped file in the e-mail.

Fax it, even if you've been advised to e-mail it because their fax machine is not always working.

Send the picture as an attachment with the e-mail.

a and c

a and b

Answer & Explanation

Correct Answer: a and c

Note: This Question is unanswered, help us to find answer for this one

Which of the following monitor the service level performance in terms of caller information?

Number of calls received.

Number of calls transferred.

Number of calls dropped.

Number of calls held waiting for given periods of time.

All of the above

Answer & Explanation

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?

No, interpersonal skills always come first even if you can help the caller only in a limited way technically.

Yes, politeness is secondary to whether you can actually solve the caller's problem or not.

Interpersonal and technical skills must work together â€” you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.

None of the above.

Answer & Explanation

Correct Answer: Interpersonal and technical skills must work together â€” you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.

Note: This Question is unanswered, help us to find answer for this one

You are required to send a Word document to your branch office by e-mail. What would you do to ensure that the document reaches the branch office in the same format?

Ask the branch office to install the same version of Word.

Send the document as an e-mail attachment.

Password protect the document.

Paste the contents of the document into the e-mail.

Use the export document feature in Word.

Answer & Explanation

Correct Answer: Send the document as an e-mail attachment.

Note: This Question is unanswered, help us to find answer for this one

Which of the following e-mail etiquette styles do you consider important?

Do not add a CC to a special offer e-mail as it can be viewed by all the recipients.

Keep the e-mail very brief and to the point.

Add a proper title to the e-mail.

Clean up forwards that are automatically pasted at the end of E-mail replies

c and d

Answer & Explanation

Correct Answer: c and d

Note: This Question is unanswered, help us to find answer for this one

Which of the following does the call cycle time include?

Closing the call, and call logging.

Break times, lunch and when the office is closed.

Diagnosing the problem, and providing a solution to the problem.

a and c

a and b

Answer & Explanation

Correct Answer: a and c

Note: This Question is unanswered, help us to find answer for this one

Which of the following can increase the chances of your computer becoming infected with a virus?

Leaving the computer on all night.

Downloading games and songs from the internet.

Using a PC more than a month old.

Installing software from a CD-Rom or thumb drive without knowing its origin.

b and d

Answer & Explanation

Correct Answer: b and d

Note: This Question is unanswered, help us to find answer for this one

You have been asked to handle calls for a major account. What does it mean?

You will be handling calls for a large financial institution.

You will be handling calls for a very profitable client of the company.

You will be handling calls for a business concern that is considered a large organization by your company.

You will be handling calls for a business concern along with several other members from your company.

All of the above

Answer & Explanation

Correct Answer: You will be handling calls for a business concern that is considered a large organization by your company.

Note: This Question is unanswered, help us to find answer for this one

Troubleshooting technology problems can best be described as a(n) ____.

Critical thinking

Paraphrasing

Iterative, repetitious procedure

How much experience do you have using this system

Answer & Explanation

Correct Answer: Iterative, repetitious procedure

Note: This Question is unanswered, help us to find answer for this one

Which of the following statements are true about the Call Capture Rate (CCR)?

It is the percentage of total calls handled by the call center.

It does not include calls where customers hang up before reaching an agent.

It is the percentage of total calls that do not reach the agents.

It is the percentage of total calls handled successfully by the call center.

a and b

Answer & Explanation

Correct Answer: a and b

Note: This Question is unanswered, help us to find answer for this one

Help Desk Skills Quick Quiz

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Start Practicing with our MCQs given below.