FBLA HELP DESK STUDY GUIDE 2025/2026 QUESTIONS
WITH ANSWERS MARKED A+
✔✔Conversational customer service - ✔✔the ability to offer fast, personalized,
uninterrupted service across web, mobile, and social apps.
✔✔Net Promote score - ✔✔a metric developed to predict a customer's loyalty toward a
company
✔✔Quality assurance - ✔✔the process of monitoring and maintaining a predetermined
customer support standard
✔✔Self-service - ✔✔when customers independently access information and resolve
issues rather than interact with a company's agent or submit a request for support.
✔✔Self-service ratio - ✔✔compares the number of help center views with the number of
tickets submitted to agents.
✔✔Service-level agreements - ✔✔the standard a company and customer set as the
target for a support team's average ticket response and resolution times.
✔✔Subject-matter experts - ✔✔support team members who have deep knowledge of a
particular product, topic, or technology.
✔✔Support operations - ✔✔represents the entire team responsible for providing,
measuring, and improving customer service.
✔✔Support ticket - ✔✔provides a means of communication about a customer request,
tracking the actions taken from the time it is created through its resolution.
✔✔Ticket routing - ✔✔a process used to determine which agent on a support team will
resolve a customer request.
✔✔Ticket volume - ✔✔represents the number of tickets created on a regular basis and
is a measure of the scale of a support organization.
✔✔Tiered support - ✔✔involves organizing agents according to the types of tickets
assigned to them
✔✔Converstional AI - ✔✔a set of technologies that can recognize and respond to
speech and text inputs.
✔✔Chatbot - ✔✔a type of conversational AI that enables businesses to put a layer of
automation or self-service in front of customers in a friendly and familiar way
WITH ANSWERS MARKED A+
✔✔Conversational customer service - ✔✔the ability to offer fast, personalized,
uninterrupted service across web, mobile, and social apps.
✔✔Net Promote score - ✔✔a metric developed to predict a customer's loyalty toward a
company
✔✔Quality assurance - ✔✔the process of monitoring and maintaining a predetermined
customer support standard
✔✔Self-service - ✔✔when customers independently access information and resolve
issues rather than interact with a company's agent or submit a request for support.
✔✔Self-service ratio - ✔✔compares the number of help center views with the number of
tickets submitted to agents.
✔✔Service-level agreements - ✔✔the standard a company and customer set as the
target for a support team's average ticket response and resolution times.
✔✔Subject-matter experts - ✔✔support team members who have deep knowledge of a
particular product, topic, or technology.
✔✔Support operations - ✔✔represents the entire team responsible for providing,
measuring, and improving customer service.
✔✔Support ticket - ✔✔provides a means of communication about a customer request,
tracking the actions taken from the time it is created through its resolution.
✔✔Ticket routing - ✔✔a process used to determine which agent on a support team will
resolve a customer request.
✔✔Ticket volume - ✔✔represents the number of tickets created on a regular basis and
is a measure of the scale of a support organization.
✔✔Tiered support - ✔✔involves organizing agents according to the types of tickets
assigned to them
✔✔Converstional AI - ✔✔a set of technologies that can recognize and respond to
speech and text inputs.
✔✔Chatbot - ✔✔a type of conversational AI that enables businesses to put a layer of
automation or self-service in front of customers in a friendly and familiar way
