A technician is troubleshooting a printer issue. Which activity is part of gathering detailed information?

Tell the user to use a different printer.

Submit a purchase order for a new printer.

Check the printer's error log and ask the user when the problem started.

Replace the printer's toner cartridge immediately.

You successfully fixed a user's login issue by resetting their password and clearing the cached credentials. What should you do to complete the problem-solving process?

Inform the user that the issue is resolved and close the ticket immediately.

Ask the user to change their password again to ensure security.

Reboot the computer to ensure the changes take effect.

Document the steps taken and the outcome in the ticketing system.

A user reports that their computer is 'slow.' You need to gather more information to identify the probable cause. Which question would be most useful to ask first?

When did you last restart the computer?

Do you want me to upgrade your RAM?

Have you installed any new software recently?

What specific tasks are slow, and when did the problem start?

After updating a user's network driver to fix a connectivity issue, you want to observe the results. What is the most effective way to verify the fix?

Check the driver version in Device Manager to confirm the update.

Reboot the computer and assume the driver update worked.

Ask the user to browse a few websites and confirm they load.

Run a ping test to the gateway and an external site, then have the user perform a typical task.

If a problem persists after implementing a resolution plan, what should the technician do?

Ignore the issue and move on to other tickets.

Repeat the problem-solving process, gathering more information and forming a new hypothesis.

Close the ticket and mark it as resolved.

Try the same fix again with minor variations.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 7)

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 31–35

31foundation · easy
A technician is troubleshooting a printer issue. Which activity is part of gathering detailed information?
Select an answer first
32application · medium
You successfully fixed a user's login issue by resetting their password and clearing the cached credentials. What should you do to complete the problem-solving process?
Select an answer first
33application · medium
A user reports that their computer is 'slow.' You need to gather more information to identify the probable cause. Which question would be most useful to ask first?
Select an answer first
34application · medium
After updating a user's network driver to fix a connectivity issue, you want to observe the results. What is the most effective way to verify the fix?
Select an answer first
35foundation · easy
If a problem persists after implementing a resolution plan, what should the technician do?
Select an answer first

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