Escolar Documentos
Profissional Documentos
Cultura Documentos
1 What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4
of the OSI model?
3 What are two functions of the physical layer of the OSI model? (Choose two.)
4 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.
5 A network technician has isolated a problem at the transport layer of the OSI model.
Which question would provide further information about the problem?
Level 1
Level 2
Level 3
Level 4
7 What are two goals of the ISP help desk? (Choose two.)
8 Which two functions are provided by the upper layers of the OSI model? (Choose two.)
9 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?
10 Which three command line utilities are most commonly used to troubleshoot issues at
Layer 3? (Choose three.)
ping ***
a packet sniffer
Telnet
ipconfig ***
traceroute ***
13 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.)
14 Which layers of the OSI model are commonly referred to as the upper layers?
15 An ISP help desk technician receives a call from a customer who reports that no one at
their business can reach any websites, or get their e-mail. After testing the
communication line and finding everything fine, the technician instructs the customer to
run nslookup from the command prompt. What does the technician suspect is causing the
customer's problem?
18 What is the first step that is used by a help desk technician in a systematic approach to
helping a customer solve a problem?
19 In what two ways do Level 1 and Level 2 help desk technicians attempt to solve a
customer's problems? (Choose three.)
20 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.)