test bank for a guide to computer user support for help desk and support specialists
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Solution Manual for A Guide to Computer User Support for Help Desk and Support Specialists, 6th Edition
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Name: Class: Date:
Table of Contents
Chapter 01: Introduction to Computer User Support
Chapter_02_Customer_Service_Skills_for_User_Support_Agents
Chapter_03_Writing_for_End_Users
Chapter_04_Skills_for_Troubleshooting_Computer_Problems
Chapter_05_Common_Support_Problems
Chapter_06_Help_Desk_Operation
Chapter_07_User_Support_Management
Chapter_08_Product_Evaluation_Strategies_and_Support_Standards
Chapter_09_End_User_Needs_Assessment_Projects
Chapter_10_Installing_and_Managing_End_User_Technology
Chapter_11_Technology_Training_for_Users
Chapter_12_A_User_Support_Utility_Tool_Kit
Chapter 01: Introduction to Computer User Support
1. End-user computing refers to the use of computers for both business and personal use.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 2
2. The first computers used widely in businesses were available during the 1940s.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 3
3. The goal of transaction processing on early computers was to replace as much manual processing of business
information as possible with automated processing.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 4
4. Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer
hardware and productivity software.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 4
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,Name: Class: Date:
5. The applications development backlog was due to the inability of computer professionals to design and write programs
fast enough to keep up with the demand for new applications.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 5
6. All knowledge workers are computer professionals.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 5
7. A knowledge worker is another name for a computer user.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 5
8. Use of a computer’s graphical user interface means that users no longer have to remember which command to enter to
perform a task.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 6
9. To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 6
10. The Information Technology department is a modern name for the Data Processing department.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 8
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,Name: Class: Date:
11. Distributed computing links large-scale systems and personal computers to meet both organizational and individual
worker needs.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 7
12. Computer departments in most organizations today are called data processing departments.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 7
13. One way to classify end users is whether they use technology occasionally, frequently or extensively in their work.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 8
14. A computer professional in an organization, such as a programmer, is generally considered to be an external user.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 10
15. PCs that are advertised in newspapers are usually complete end-user systems.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 10
16. Computer hardware sold today is so reliable it rarely needs repairs or replacement.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 11
17. A digital camera is an example of a computer peripheral.
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, Name: Class: Date:
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 10
18. Technical support costs are generally included in the purchase price of a computer product, and are therefore free to
users.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 12
19. Training to use a computer is usually a free service.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 12
20. Ads for $500 computers may mislead purchasers because hardware costs account for only about 20% of the total cost
of a computer system over a period of years.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 13
21. Total cost of ownership of a computer system includes all of the costs to purchase, upgrade, and support a computer
system over its expected useful lifetime.
a. True
b. False
ANSWER: True
POINTS: 1
REFERENCES: 12
22. The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system.
a. True
b. False
ANSWER: False
POINTS: 1
REFERENCES: 13
23. A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and
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