Q.1 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
Q.2 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
Q.3 Which common Layer 1 problem can cause a user to lose connectivity?
incorrect
subnet mask
incorrect
default gateway
loose network cable
NIC
improperly installed
Q.4 Which three command line utilities are most commonly used to troubleshoot
issues at Layer 3? (Choose three.)
ping
a packet
sniffer
Telnet
ipconfig
Traceroute
Q.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
Q.6 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
Q.7 What are two goals of the ISP help desk? (Choose two.)
conserving
support resources
network
optimization
competitive
scalability
customer
retention
sales of network services
Q.8 In what two ways do Level 1 and Level 2 help desk technicians attempt to
solve 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
Q.9 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?
Q.10 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?
Q.11 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.
Q.12 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
Q.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.)
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?
Q.14 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.
Q.15 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
Q.16 Which level of support is supplied by an ISP when providing managed
services?
Level 1
Level 2
Level 3
Level 4
Q.17 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
Q.18 A network technician has isolated a problem at the transport layer of the
OSI model. Which question would provide further information about the problem?
Do you have a firewall that
is configured on your PC?
Do you
have a link light on your network card?
Is your
PC configured to obtain addressing information using DHCP?
What
default gateway address is configured in your TCP/IP settings?
Can you
ping http://www.cisco.com?
Q.19 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?
improper
IP address configuration on the host
hardware
failure of the ISR used to connect the customer to the ISP
bad
cables or connections at the customer site
failure of DNS to resolve
names to IP addresses
Q.20 Which layers of the OSI model are commonly referred to as the upper layers?
application, presentation,
session
application, session, network
presentation, transport, network
presentation, network, data link
session,
transport, network
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