A user submits a ticket about a software issue. The technician resolves the issue, but the user later reports the same problem again. What should the technician do?

Create a new ticket and close the old one.

Reopen the original ticket and continue troubleshooting.

Tell the user to submit a new request and ignore the old one.

Close the new report and mark the original as resolved.

A user submits a ticket through the self-service portal, but the ticket is not assigned to a technician. The ticket remains in the 'unassigned' queue for 2 hours. The SLA for this ticket type is 1 hour response. What is the most likely cause of the SLA breach?

The ticketing system failed to create the ticket.

The ticket was not routed to a technician because of a missing assignment rule.

The SLA was set incorrectly for this ticket type.

The user did not provide enough information in the ticket.

A company's SLA defines response and resolution times based on priority. However, the help desk often receives tickets that are incorrectly prioritized by users. This causes SLA breaches and user frustration. What is the best way to address this?

Remove priority levels and treat all tickets equally.

Have technicians review and adjust ticket priority during triage.

Automatically close tickets that are incorrectly prioritized.

Train users on how to properly prioritize their tickets.

A help desk technician has a backlog of 20 tickets. The technician estimates that 5 tickets require deep investigation, 10 are simple requests, and 5 are waiting on user responses. The technician has a 2-hour block of time. What is the most effective time management approach?

Clear the simple requests first, then use remaining time for investigation tickets.

Send reminders to users for the waiting tickets, then wait for their responses.

Work on investigation tickets and simple requests in parallel by switching between them.

Work on the deep investigation tickets first because they are the most important.

A help desk receives a spike in tickets after a software update. The queue has 50 tickets, with 10 marked as 'high priority' and the rest as 'normal'. The SLA for high-priority tickets is 1 hour response, and for normal tickets it is 4 hours. The manager wants to ensure SLA compliance. What should the technician do first?

Work on tickets in the order they were received, regardless of priority.

Close the normal tickets quickly without full resolution to reduce the queue size.

Escalate all tickets to the next tier to avoid SLA breaches.

Sort the queue by priority and handle all high-priority tickets first.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 1

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 4)

Part of the IT Support Job Tasks and Responsibilities domain, which makes up ~14% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~3–5 in this domain), expect 1–2 from this objective — we provide 42 practice questions to prepare you well beyond it. (estimate)

42questions here

9free pages

5concepts

Questions 16–20

16application · easy
A user submits a ticket about a software issue. The technician resolves the issue, but the user later reports the same problem again. What should the technician do?
Select an answer first
17application · medium
A user submits a ticket through the self-service portal, but the ticket is not assigned to a technician. The ticket remains in the 'unassigned' queue for 2 hours. The SLA for this ticket type is 1 hour response. What is the most likely cause of the SLA breach?
Select an answer first
18expert · hard
A company's SLA defines response and resolution times based on priority. However, the help desk often receives tickets that are incorrectly prioritized by users. This causes SLA breaches and user frustration. What is the best way to address this?
Select an answer first
19application · medium
A help desk technician has a backlog of 20 tickets. The technician estimates that 5 tickets require deep investigation, 10 are simple requests, and 5 are waiting on user responses. The technician has a 2-hour block of time. What is the most effective time management approach?
Select an answer first
20application · medium
A help desk receives a spike in tickets after a software update. The queue has 50 tickets, with 10 marked as 'high priority' and the rest as 'normal'. The SLA for high-priority tickets is 1 hour response, and for normal tickets it is 4 hours. The manager wants to ensure SLA compliance. What should the technician do first?
Select an answer first

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