A technician has been troubleshooting a user's email issue for over an hour. The user is now able to send but not receive email. The technician must document the current status. Which documentation is most appropriate?

Close the ticket because sending works.

Record only the steps that failed, ignoring the successful sending fix.

Record that sending is resolved, receiving is still failing, list the steps taken and their results, and note the next planned step.

You are documenting a support session where you replaced a user's keyboard. The user confirms the keyboard works, but you later notice the ticket lacks a record of the old keyboard's serial number. The company policy requires serial numbers for replaced parts. What should you do?

Delete the ticket and create a new one with the correct information.

Leave the ticket as is because the issue is resolved.

Ask the user for the old keyboard's serial number, even though it may be unavailable.

Update the ticket with the new keyboard's serial number and note that the old serial number was not recorded.

A technician is troubleshooting a user's email client that fails to send messages. The technician checks the SMTP server settings, tests the connection with Telnet, and then disables the antivirus email scanner, after which sending works. Which documentation of the troubleshooting steps is most appropriate?

List only the successful step (disabling the antivirus scanner) because it is the fix.

Write a summary paragraph of the issue and the fix without listing individual steps.

Describe the steps in reverse order, starting with the fix, to highlight the resolution.

List the steps in the order performed: SMTP settings check, Telnet test, antivirus scanner disable, and note the result of each.

A user reports: 'My email is not working. It was fine yesterday. I think the server is down.' The technician needs to write a clear problem description for the ticket. Which description is the most appropriate?

'Email problem, started yesterday.'

'User reports inability to send or receive email since yesterday; the user suspects a server issue, but this is unconfirmed.'

'User cannot send email; the server is definitely down.'

A technician has just resolved a ticket for a user who could not log in. The technician reset the password and verified the user can log in. Which documentation of the outcome is most appropriate?

Record that the password was reset and that the user successfully logged in after the reset.

Note that the user was helped and the ticket can be closed.

Record the user's original complaint and the new password in the ticket.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 2

1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 1)

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

41questions here

9free pages

4concepts

Questions 1–5

1expert · medium
A technician has been troubleshooting a user's email issue for over an hour. The user is now able to send but not receive email. The technician must document the current status. Which documentation is most appropriate?
Select an answer first
2expert · hard
You are documenting a support session where you replaced a user's keyboard. The user confirms the keyboard works, but you later notice the ticket lacks a record of the old keyboard's serial number. The company policy requires serial numbers for replaced parts. What should you do?
Select an answer first
3application · medium
A technician is troubleshooting a user's email client that fails to send messages. The technician checks the SMTP server settings, tests the connection with Telnet, and then disables the antivirus email scanner, after which sending works. Which documentation of the troubleshooting steps is most appropriate?
Select an answer first
4expert · medium
A user reports: 'My email is not working. It was fine yesterday. I think the server is down.' The technician needs to write a clear problem description for the ticket. Which description is the most appropriate?
Select an answer first
5application · medium
A technician has just resolved a ticket for a user who could not log in. The technician reset the password and verified the user can log in. Which documentation of the outcome is most appropriate?
Select an answer first

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