1.click and drag the network function on the left to the correct layer that they belong to on the right
| TRANSPORT LAYER |
| Packages data in segments for transmission |
| Uses for UDP for realtime data streaming |
| Adds port numbers |
| NETWORK LAYER |
| Routes packets between networks |
| Adds ip addresses to data packets |
| Encapsulates data in packet for transmission |
2.using a systematic troubleshooting approach,a help desk technician suspect a problem at layer 3 of the OSI model.which two question could be asked to isolated the problem to layer 3?(choose two)
· IS YOUR PC CONFIGURED FOR DHCP
· Can you browse to www.cisco.com?
· Is your network cable plugged in?
· CAN YOU PING YOUR DEFAULT GATEWAY?
· Do you see a link light on your network cards?
3.click and drag the question on the left to the correct order on the right if a help desk technician is using a bottom up approach to troubleshooting
| Question 1 | |
| Is your network cable securely connected? | |
| Question 2 | |
| Do you see a link light on your network card? | |
| Question 3 | |
| What is the subnet mask on local area conection 2? | |
| Question 4 | |
| Is your firewall blocking port 25? | |
| Question 5 | |
| What mail server is listed in the outgoing server setting? | |
4.a customer call has been escalated to an on site technician because the level 1 and 2 technician could not determine the problem.which three tasks would be performed by the on site technician?(choose three)
· Open the trouble ticket and enter customer information
· REPLACE FAULTY CABLES OR CONECTIONS
· Check to see if the ISP email server is working
· CORRECT PC NETWORK SETTING AND RUN ANY NECESSARY UTILITIES
· SWAP OUT SUSPECTED FAULTY HARDWARE WITH KNOWN GOOD HARDWARE
· Check the statement account payment status
5.which two actions should be taken after a customer problem is resolved by the ISP help desk?(choose two)
· Delete the trouble ticket from the database
· DOCUMENT THE SOLUTION IN THE TROUBLE TICKET OR WORK ORDER
· Escalate the trouble ticket to level 2 for future reference
· File a work order for customer notification
· COPY THE SOLUTION INTO A KNOWLEDGE BASE DOCUMENT FOR FUTURE REFERENCE
6.which two scenarios are common causes of physical network connectivity problems?(choose two)
· Monitor unplugged
· ETHERNETY CABLE PLUGGED INTO WRONG PORT
· Incorrect default gateway
· Unassigned IP address
· FAULTY ETHERNET CABLE
7.click and drag the network component or function on the left to its associated layer on the right
| Physical layer |
| repeater |
| Twisted fair cable |
| Data link layer |
| Switching |
| MAC address |
| Network layer |
| Routing |
| IP address |
8.what two task should an on site technician perform before beginning any troubleshooting or repair at the customer site?(choose two)
· REVIEW THE TROUBLE TICKET WITH THE CUSTOMER TO VERIVY INFORMATION IS CORRECT
· Take damaged equipment to the ISP site for repair
· Document the trouble shooting task performed and the solution
· PROVIDE IDENTIFICATION,INCLUDING NAME AND PLACE OF EMPLOYMENT
· Examine cabling to determine if it is faulty or connected into the wrong port
9.drag the technical skill on the left to the help desk activity on the right
| Use analytical tools to provide a problem resolution |
| Speak in a calm,reassuring manner |
| Answer a call in friendly,professional manner |
| Make notes regarding the resolution of the helpdesk case |
| Get all relevant information from the customer |
10.an ISP customer calls to report that the web server web-s1.cisco.com is not reachable through a web browser.the technician uses command line utilities to verivy problem and to begin the troubleshooting process.based on the result shown in the graphic,what two things can be determined about the problem?(choose two)
· The web server at 192.168.0.10 is reachable from the source host
· There is problem with the web server software on web –s1.cisco.com
· A router is down between the source host and the server web-s1.cisco.com
· DNS cannot resolve the IP address for the server web-s1.cisco.com
The default gateway between the source host and the server at 192.168.0.10 is down
Tidak ada komentar:
Posting Komentar