A technician has collected data showing that a laptop only loses network connectivity when it is moved to a specific conference room. What should the technician do next?

Document the issue and close the ticket.

Ask the user to stop using the conference room.

Replace the laptop's wireless card immediately.

Hypothesize that the issue is related to the wireless coverage in that room.

A user reports that their laptop 'freezes randomly.' You need to define the problem. The user mentions it happens when they have multiple applications open, but they are not sure if it is related. You also notice the laptop's cooling fan is loud. What is the most effective way to define the problem?

Tell the user to close all applications and see if the freeze occurs.

Ask the user to note the exact applications running when the freeze occurs and whether the laptop feels hot.

Reinstall the operating system to rule out software corruption.

Immediately replace the laptop's battery.

You have determined that a user's slow internet is caused by too many background processes consuming bandwidth. You need to devise a resolution plan. What should be the first step?

Increase the internet bandwidth plan.

Identify which processes are consuming the most bandwidth.

Reboot the router to clear the bandwidth usage.

Disable all background processes immediately.

You are about to implement a plan to update a user's graphics driver to fix display issues. What is the best practice to follow during implementation?

Uninstall the old driver before installing the new one without any backup.

Download the driver from any website that offers it.

Create a system restore point before making the change.

Ask the user to watch you perform the update.

A user says, 'My email is broken.' Which follow-up question best helps define the problem?

What exactly happens when you try to send or receive email?

Do you have a backup of your emails?

Have you tried using a different email client?

When did you last change your email password?

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 8)

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 36–40

36foundation · easy
A technician has collected data showing that a laptop only loses network connectivity when it is moved to a specific conference room. What should the technician do next?
Select an answer first
37expert · hard
A user reports that their laptop 'freezes randomly.' You need to define the problem. The user mentions it happens when they have multiple applications open, but they are not sure if it is related. You also notice the laptop's cooling fan is loud. What is the most effective way to define the problem?
Select an answer first
38application · medium
You have determined that a user's slow internet is caused by too many background processes consuming bandwidth. You need to devise a resolution plan. What should be the first step?
Select an answer first
39application · medium
You are about to implement a plan to update a user's graphics driver to fix display issues. What is the best practice to follow during implementation?
Select an answer first
40foundation · easy
A user says, 'My email is broken.' Which follow-up question best helps define the problem?
Select an answer first

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