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CCNA Discovery: Working at a Small-to-Medium Business or ISP (Version 4.1) - DsmbISP Chapter 2
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1 The DHCP server in a lab environment is down when multiple DHCP clients in the lab are for the first time. Which two statements describe how the DHCP clients will be affected by absence of a DHCP server during boot? (Choose two.)
Correct Response Your Response 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. This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.3.1 Help Desk Troubleshooting Scenarios

Which statement describes the process of escalating a help des ticket?

Correct Response Your Response

The help desk technican resolves the customer problem over the phone and trouble ticket.

Remote desktop utilities enable the help desk technician to fix a configuratio close the trouble ticket. After trying unsuccessfully to fix a problem, the help desk technician sends ticket to the onsite support staff.

When the problem is solved, all information is recorded on the trouble ticket reference. This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or

ISP

2.1.2 Roles of ISP Technicians 2.1.3 Interacting with Customers

4 Which two functions are provided by the upper layers of the OSI model? (Choose two.)
Correct Response Your Response 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 This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.2 OSI Model Protocols and Technologies

6 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?
Correct Response Your Response 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? This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.3 Troubleshooting the OSI Model

7 What are two primary goals of the ISP help desk? (Choose two.)
Correct Response Your Response conserving support resources network optimization competitive scalability

customer retention This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.1.1 ISP Help Desk Organization

8 What are two basic procedures of incident management? (Choose two.)

Correct Response Your Response 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 This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.1.3 Interacting with Customers

10 What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4 of the OSI model?
Correct Response Your Response bits, frames, packets, segments frames, bits, packets, segments packets, frames, segments, bits segments, packets, frames, bits This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.2 OSI Model Protocols and Technologies

11 What are two functions of the physical layer of the OSI model? (Choose two.)
Correct Response Your Response

adding the hardware address converting data to bits encapsulating data into frames signal generation routing packets This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.1 Using the OSI Model 2.2.2 OSI Model Protocols and Technologies

13 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.)
Correct Response Your Response 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? This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.3 Troubleshooting the OSI Model

15 What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem?
Correct Response Your Response identify and prioritize alternative solutions isolate the cause of the problem define the problem select an evaluation process This item references content from the following areas:

CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.2.3 Troubleshooting the OSI Model

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?
Correct Response Your Response 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. This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.3.1 Help Desk Troubleshooting Scenarios

20

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 theipconfig command on host A, what is the most likely cause of the problem?
Correct Response Your Response 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. This item references content from the following areas: CCNA Discovery: Working at a Small-to-Medium Business or ISP

2.3.1 Help Desk Troubleshooting Scenarios