Which of the following is an example of a clear and concise problem description?

The printer issue was resolved by replacing the toner cartridge.

Maybe the network is down or the printer is out of paper or the driver is old.

Printer in accounting is not printing; error code E-02 appears on the display when a print job is sent.

User says their computer is broken and they are very frustrated.

A user calls to report that their 'email is acting weird.' During the call, you learn that they cannot send attachments over 5 MB, but receiving works fine. You need to document the problem. Which description is most appropriate?

User cannot send any email at all.

User cannot send email attachments larger than 5 MB; receiving email works normally.

User reports email issues, possibly related to the server.

Email is broken and needs immediate attention.

What is the main benefit of organizing documentation with clear sections such as 'Problem', 'Steps Taken', and 'Resolution'?

It enables future technicians to quickly locate the information they need without reading the entire ticket

It ensures that every ticket is exactly the same length

It allows technicians to skip reading parts they do not like

It makes the documentation longer and more impressive to managers

Why is it important to record the results of each troubleshooting step in documentation?

To provide evidence that the issue was resolved exactly as expected

To allow future technicians to understand what worked and what did not, avoiding repeated mistakes

To show the customer that the technician was thorough

To comply with a legal requirement that all steps be recorded

You are documenting a complex network issue. You performed the following steps: 1) pinged the gateway (success), 2) pinged an external IP (success), 3) pinged a hostname (failed), 4) checked DNS settings (found incorrect DNS server), 5) corrected DNS settings, 6) pinged hostname (success). Which documentation entry is most effective for future reference?

Issue resolved. Steps: 6, 5, 4, 3, 2, 1.

DNS was misconfigured. Corrected it and now hostname ping works.

Pinged gateway, external IP, and hostname. Checked DNS. Corrected DNS. Pinged hostname.

1. Ping gateway - success. 2. Ping external IP - success. 3. Ping hostname - failed. 4. Checked DNS - incorrect server. 5. Corrected DNS. 6. Ping hostname - success. Resolution: DNS misconfiguration.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 2

1.2. Prepare Documentation to Summarize a Customer Interaction. 100-140 Practice Questions (Page 5)

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 21–25

21foundation · easy
Which of the following is an example of a clear and concise problem description?
Select an answer first
22application · medium
A user calls to report that their 'email is acting weird.' During the call, you learn that they cannot send attachments over 5 MB, but receiving works fine. You need to document the problem. Which description is most appropriate?
Select an answer first
23foundation · easy
What is the main benefit of organizing documentation with clear sections such as 'Problem', 'Steps Taken', and 'Resolution'?
Select an answer first
24foundation · easy
Why is it important to record the results of each troubleshooting step in documentation?
Select an answer first
25expert · hard
You are documenting a complex network issue. You performed the following steps: 1) pinged the gateway (success), 2) pinged an external IP (success), 3) pinged a hostname (failed), 4) checked DNS settings (found incorrect DNS server), 5) corrected DNS settings, 6) pinged hostname (success). Which documentation entry is most effective for future reference?
Select an answer first

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