A user cannot access a website, but other websites work. You check DNS and it resolves correctly. What is the most likely probable cause?

The website's server is down or blocking the user

The user's network adapter is faulty

The DNS server is misconfigured

A user reports that their printer prints garbled text. You verify that the printer works fine from another computer. You check the print driver version on the user's computer and notice it is outdated. What is the most likely probable cause?

The user's computer has a virus that corrupts print jobs.

The printer's network connection is intermittent.

The printer's firmware is corrupted.

The outdated print driver is incompatible with the user's operating system.

You resolved a user's issue by changing a BIOS setting. What should you document in the ticket?

The exact BIOS setting changed, the reason, and the outcome

The user's name and the time spent on the ticket

Nothing, because BIOS changes are not important

Only that the issue is resolved

What is the purpose of the 'devise a resolution plan' step in the problem-solving process?

To gather more information about the problem.

To verify that the problem has been resolved.

To develop a step-by-step plan to address the probable cause.

To immediately implement the first possible solution.

You have identified that a user's computer is infected with malware that is causing pop-ups and slow performance. You need to devise a resolution plan. The user has important files that have not been backed up. What should be the first step in your plan?

Reinstall the operating system immediately.

Disconnect the computer from the network and back up important files to an external drive.

Run a full antivirus scan immediately.

Delete all suspicious files manually.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 9)

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 41–45

41application · medium
A user cannot access a website, but other websites work. You check DNS and it resolves correctly. What is the most likely probable cause?
Select an answer first
42application · medium
A user reports that their printer prints garbled text. You verify that the printer works fine from another computer. You check the print driver version on the user's computer and notice it is outdated. What is the most likely probable cause?
Select an answer first
43application · medium
You resolved a user's issue by changing a BIOS setting. What should you document in the ticket?
Select an answer first
44foundation · easy
What is the purpose of the 'devise a resolution plan' step in the problem-solving process?
Select an answer first
45expert · hard
You have identified that a user's computer is infected with malware that is causing pop-ups and slow performance. You need to devise a resolution plan. The user has important files that have not been backed up. What should be the first step in your plan?
Select an answer first

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