DsmbISP Chapter 2 - CCNA Discovery: Working at a Small-to-Medium Business or ISP - Version 4.1 2013

1	What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem? identify and prioritize alternative solutions isolate the cause of the problem define the problem select an evaluation process

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Refer to the exhibit. Host A is unable to communicate with any other hosts. On this network is a DHCP server that is responsible for assigning addresses to hosts. Based on the output of the ipconfig command on host A, what is the most likely cause of the problem? The host did not get addressing configuration from the DHCP server. The DNS server could not be reached. The default gateway interface is down. The IP address is a public address and should be private.

3	What are two functions of the physical layer of the OSI model? (Choose two.) adding the hardware address converting data to bits encapsulating data into frames signal generation routing packets

4	What are two basic procedures of incident management? (Choose two.) opening a trouble ticket using diagnostic tools to identify the problem surveying network conditions for further analysis configuring new equipment and software upgrades adhering to a problem-solving strategy e-mailing a problem resolution to the customer

5	Which address is used by the router to direct a packet between networks? source MAC address destination MAC address source IP address destination IP address

6	Which three command line utilities are most commonly used to troubleshoot issues at Layer 3? (Choose three.) ping a packet sniffer Telnet ipconfig traceroute

7	What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4 of the OSI model? bits, frames, packets, segments frames, bits, packets, segments packets, frames, segments, bits segments, packets, frames, bits

8	A customer calls to report a problem accessing an e-commerce web site. The help desk technician begins troubleshooting using a top-down approach. Which question would the technician ask the customer first? Can you access other web sites? Is there a firewall installed on your computer? What is your IP address? Is the link light lit on your NIC card?

9	In what three ways do Level 1 and Level 2 help desk technicians attempt to identify a customer's problems? (Choose three.) talking to the customer on the telephone upgrading hardware and software using various web tools making an onsite visit installing new equipment with remote desktop sharing applications

10	What are two primary goals of the ISP help desk? (Choose two.) conserving support resources network optimization competitive scalability customer retention

11	What Layer 1 problem can cause a user to lose Internet connectivity? wrong subnet mask wrong default gateway loose network cable wrong MAC address faulty printer cable

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A customer calls the help desk about setting up a new PC and cable modem and being unable to access the Internet. What three questions would the technician ask if the bottom-up troubleshooting approach is used? (Choose three.) Is the NIC link light blinking? What is the IP address and subnet mask? Can the default gateway be successfully pinged? Is the network cable properly attached to the modem? Is the Category 5 cable properly connected to the network slot on the PC? Can you access your e-mail account?

13	Which two functions are provided by the upper layers of the OSI model? (Choose two.) placing electrical signals on the medium for transmission initiating the network communication process encrypting and compressing data for transmission segmenting and identifying data for reassembly at the destination choosing the appropriate path for the data to take through the network

14	An accounting firm experiencing connectivity issues requires Level 3 support from the ISP. Which function requires Level 3 or higher support? the diagnosis of basic network connectivity the use of diagnostic tools to identify problems the installation and configuration of new equipment the documentation of basic user issues

15	Which scenario represents a problem at Layer 4 of the OSI model? An incorrect IP address on the default gateway. A bad subnet mask in the host IP configuration. A firewall filtering traffic addressed to TCP port 25 on an email server. An incorrect DNS server address being given out by DHCP.

16	While troubleshooting a connectivity issue on a host, a network administrator issues the ping 127.0.0.1 command. The pings are unsuccessful. What is most likely the problem? The TCP/IP stack is not loaded properly. The default gateway is down. ARP is not functioning correctly. An IP address has not been assigned to the host.

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Which statement describes the process of escalating a help desk trouble ticket? The help desk technican resolves the customer problem over the phone and closes the trouble ticket. Remote desktop utilities enable the help desk technician to fix a configuration error and close the trouble ticket. After trying unsuccessfully to fix a problem, the help desk technician sends the trouble ticket to the onsite support staff. When the problem is solved, all information is recorded on the trouble ticket for future reference.

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A customer calls the ISP help desk after setting up a new PC with a cable modem but being unable to access the Internet. After the help desk technician has verified Layer 1 and Layer 2, what are three questions the help desk technician should ask the customer? (Choose three.) What is your subnet mask? What is your IP address? Is the NIC link light blinking? Can you ping the default gateway? Is the network cable properly attached to the cable modem? Is the network cable correctly connected to the network port on the PC?

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The DHCP server in a lab environment is down when multiple DHCP clients in the lab are booted for the first time. Which two statements describe how the DHCP clients will be affected by the absence of a DHCP server during boot? (Choose two.) The clients will not boot completely until the DHCP server resumes functioning. The clients will attempt via the use of the IP address 127.0.0.1 to communicate with the other clients. All clients with link-local addresses will communicate with each other in a peer-to-peer manner. A link-local address will be automatically assigned to the hosts by the operating system. A link-local process will use a DNS query to determine if any other device uses the same link-local address.

20	Which is a function of the transport layer of the OSI model? routes data between networks converts data to bits for transmission delivers data reliably across the network using TCP formats and encodes data for transmission transmits data to the next directly connected device

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In your opinion (this has no bearing on your grade), please indicate your interest in this course:

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In your opinion (this has no bearing on your grade), please indicate how enthusiastic you are about the content of this course and the things you’re learning (or have learned):

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In your opinion (this has no bearing on your grade), please rate your motivation to do well in this course: