A user reports that their printer prints garbled text. You discover that the printer works fine when printing from another computer. What is the most likely probable cause?

The printer's firmware is outdated

The network connection to the printer is down

The printer driver on the user's computer is corrupted or incorrect

You replaced a user's keyboard because keys were sticking, but the user reports the problem still occurs. What should you do next?

Tell the user the keyboard is working and close the ticket

Restart the computer to clear any software issues

Revisit the problem-solving process and gather more information about when the issue occurs

Replace the keyboard again with a different model

You suspect that a user's inability to access a shared drive is due to incorrect permissions. What should you include in your resolution plan?

Immediately grant the user full control of the shared drive

Reboot the file server to refresh permissions

Check the current permissions, compare them to the user's role, and adjust only if needed

Ask the user to log in again and test access

After gathering information about a computer that will not boot, what is the next step in the problem-solving process?

Document the issue in the ticketing system.

Ask the user for more information about the problem.

Immediately reinstall the operating system.

Identify the most probable cause based on the gathered information.

You have resolved a user's issue by updating a configuration file. What should you document in the ticketing system?

The exact change made, the reason for the change, and the outcome.

Only the user's name and the time spent on the issue.

The user's complaint and the final resolution, but not the steps.

The configuration file's backup location, but not the change itself.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 6)

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 46 practice questions to prepare you well beyond it. (estimate)

46questions here

10free pages

8concepts

Questions 26–30

26application · medium
A user reports that their printer prints garbled text. You discover that the printer works fine when printing from another computer. What is the most likely probable cause?
Select an answer first
27application · medium
You replaced a user's keyboard because keys were sticking, but the user reports the problem still occurs. What should you do next?
Select an answer first
28application · medium
You suspect that a user's inability to access a shared drive is due to incorrect permissions. What should you include in your resolution plan?
Select an answer first
29foundation · easy
After gathering information about a computer that will not boot, what is the next step in the problem-solving process?
Select an answer first
30application · medium
You have resolved a user's issue by updating a configuration file. What should you document in the ticketing system?
Select an answer first

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