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1. Which two functions are provided by the upper layers of the OSI model? (Choose
two.)
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
7. What are two goals of the ISP help desk? (Choose two.)
8. In what two ways do Level 1 and Level 2 help desk technicians attempt to solve a
customer's problems? (Choose three.)
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.)
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?
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.
12. What are two functions of the physical layer of the OSI model? (Choose two.)
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.)
15. What are two basic procedures of incident management? (Choose two.)
16. Which level of support is supplied by an ISP when providing managed services?
Level 1
Level 2
**Level 3
Level 4
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?
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?
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?
20. Which layers of the OSI model are commonly referred to as the upper layers?