Take Assessment - DsmbISP Chapter 2 - CCNA Discovery: Working at a Small-to-Medium

Business or ISP (Version 4.0)

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 address is used by the router to direct a packet between networks?

source MAC address
destination MAC address
source IP address
destination IP address

3 An accounting firm experiencing connectivity issues requires Level 3 support from the ISP. Which function
requires Level 3 or higher support?
the diagnosis of basic network connectivity
the use of diagnostic tools to identify problems
the installation and configuration of new equipment
the documentation of basic user issues

4 In what three ways do Level 1 and Level 2 help desk technicians attempt to identify 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

5 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.

6 What Layer 1 problem can cause a user to lose Internet connectivity?

wrong subnet mask
wrong default gateway
loose network cable
wrong MAC address
faulty printer cable

7 What are two goals of the ISP help desk? (Choose two.)

conserving support resources

network optimization

competitive scalability

customer retention

provide engineering support

8 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?

9 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

10 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 www.cisco.com?

11 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

12 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

13 Which three command line utilities are most commonly used to troubleshoot issues at Layer 3? (Choose three.)
 ping

a packet sniffer

Telnet

ipconfig

traceroute

14 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

15 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

16 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 technicia
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

17 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?

18 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?

19 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.

20 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