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

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

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

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

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

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

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

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

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?

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?

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.)

adding the hardware address

**converting data to bits
encapsulating data into frames
**signal generation
routing packets

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?

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.

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

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?

identify and prioritize alternative solutions

isolate the cause of the problem
**define the problem
select an evaluation process

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?

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

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

VERSION 2

Which of the following are displayed by the Router# show cdp neighbors command? (Choose three.)
platform
holdtime
local interface

Why is it advisable to enter a next-hop IP address when creating a static route whose exit interface is an Ethernet
network?
In a multi-access network, the router cannot determine the next-hop MAC address for the Ethernet frame
without a next-hop address.

The output of the Router# show interfaces serial 0/1 command displays the following:
Serial0/1 is up, line protocol is down.
What is the most likely cause for the line protocol being down?
No clock rate has been set.

A static route that points to the next hop IP will have what administrative distance and metric in the routing table?
administrative distance of 1 and metric of 0

Refer to the exhibit. What two commands will change the next-hop address for the 10.0.0.0/8 network from
172.16.40.2 to 192.168.1.2? (Choose two.)
A(config)# no ip route 10.0.0.0 255.0.0.0 172.16.40.2
A(config)# ip route 10.0.0.0 255.0.0.0 192.168.1.2
Refer to the exhibit. A company network engineer is assigned to establish connectivity between the two Ethernet
networks so that hosts on the 10.1.1.0/24 subnet can contact hosts on the 10.1.2.0/24 subnet. The engineer has
been told to use only static routing for these company routers. Which set of commands will establish connectivity
between the two Ethernet networks?
R1(config)# ip route 10.1.1.0 255.255.255.0 192.168.0.2R2(config)# ip route 10.1.2.0 255.255.255.0 192.168.0.1

Refer to the exhibit. Which static route should be configured on Router1 so that host A will be able to reach host B on
the 172.16.0.0 network?
ip route 172.16.0.0 255.255.0.0 S0/0/0

What address can be used to summarize networks 172.16.1.0/24, 172.16.2.0/24, 172.16.3.0/24, and 172.16.4.0/24?
172.16.0.0/21

Refer to the exhibit. What is the significance of the /8 in the route to the 10.0.0.0 network?
It indicates the number of consecutive bits, from the left, in the destination IP address of a packet that must
match 10.0.0.0 to use that route.

What two devices are responsible for converting the data from the WAN service provider into a form acceptable by
the router? (Choose two).
a modem
a CSU/DSU device

A network administrator enters the following command into Router1: ip route 192.168.0.0 255.255.255.0 S0/1/0.
Router1 then receives a packet that is destined for 192.168.0.22/24. After finding the recently configured static route
in the routing table, what does Router1 do next to process the packet?
encapsulates the packet into a frame for the WAN link and forwards the packet out the S0/1/0 interface

Which piece of information is available from examining the output of the command show ip interface brief?
Interface IP address

Which of the following is true regarding CDP and the graphic shown?
By default, Router A will receive CDP advertisements from routers B and C.

Which two statements describe functions or characteristics of CDP? (Choose two.)

It starts up automatically and allows the device to detect directly connected neighbor devices that use CDP.
It allows systems to learn about each other even if different network layer protocols are configured.

Hosts on two separate subnets cannot communicate. The network administrator suspects a missing route in one of
the routing tables. Which three commands can be used to help troubleshoot Layer 3 connectivity issues? (Choose
three.)
ping
traceroute
show ip route
What happens to a static route entry in a routing table when the outgoing interface is not available?
The route is removed from the table.

The routers in the diagram use the subnet assignments shown. What is the most efficient route summary that can be
configured on Router3 to advertise the internal networks to the cloud?
192.1.1.0/25

Refer to the exhibit. How will packets destined to the 172.16.0.0 network be forwarded?
Router1 will perform recursive lookup and packet will exit S0/0.

A router has one static route to each destination network. Which two scenarios would require an administrator to alter
the static routes that are configured on that router? (Choose two.)
The destination network no longer exists.
A topology change occurs where the existing next-hop address or exit interface is not accessible.

Refer to the exhibit. Given the output in the exhibit, how would a clock rate be determined for this link?
The rate configured on the DCE determines the clock rate.

Refer to the exhibit. Which set of commands will configure static routes that will allow the WinterPark and the
Altamonte routers to deliver packets from each LAN and direct all other traffic to the Internet?
WinterPark(config)# ip route 0.0.0.0 0.0.0.0 192.168.146.1Altamonte(config)# ip route 10.0.234.0 255.255.255.0
192.168.146.2Altamonte(config)# ip route 0.0.0.0 0.0.0.0 s0/1

Refer to the exhibit. What two commands are required to provide connectivity between the 192.168.1.0 and 10.0.0.0
networks without requiring recursive lookup? (Choose two.)
A(config)# ip route 10.0.0.0 255.0.0.0 s 0/1/0
B(config)# ip route 192.168.1.0 255.255.255.0 s 0/0/0