After replacing a faulty network cable, you confirm the user can access shared drives and the internet. You are closing the ticket. What should you record as the final outcome?

Issue resolved: replaced faulty cable; user confirmed access to shared drives and internet.

Issue resolved: replaced cable.

Issue resolved: no further action needed.

You are troubleshooting a user's inability to print. You check the printer queue, restart the print spooler, and then test a print page. The test page prints successfully. How should you document the troubleshooting steps?

Printer issue resolved after checking queue and restarting spooler.

Tested print page - successful. Restarted spooler. Checked queue.

1. Checked printer queue - found stuck jobs. 2. Restarted print spooler. 3. Tested print page - successful.

Restarted print spooler and it worked.

You are troubleshooting a user's email issue. You try three steps: check server status (server is up), clear the local cache (no change), and disable the antivirus add-in (email works). You need to document the steps. Which documentation best supports future troubleshooting?

Email issue resolved. Steps: 3, 1, 2.

Server is up, cache cleared, add-in disabled. Email works.

Disabled antivirus add-in and email works.

1. Checked server status - up. 2. Cleared local cache - no change. 3. Disabled antivirus add-in - email works. Resolution: add-in was the cause.

Your team is creating a new documentation template for common hardware issues. To make future tickets more consistent and searchable, which element should the template include?

A field for the technician's personal opinion about the user.

A free-form text box only, so technicians can write whatever they want.

A field for the estimated cost of the hardware, even if not replaced.

Standard fields for symptom, troubleshooting steps, and resolution, with a consistent naming convention.

After resolving a user's printer issue, the technician must close the ticket. Which documentation best records the results and outcomes?

Write 'Fixed' in the resolution field and close the ticket immediately.

Record the steps taken but do not note whether the issue was actually resolved.

State that the issue was resolved and include the final test page output as evidence.

Note that the user was informed, but do not include technical details.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 2

1.2. Prepare Documentation to Summarize a Customer Interaction. 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 41 practice questions to prepare you well beyond it. (estimate)

41questions here

9free pages

4concepts

Questions 31–35

31application · medium
After replacing a faulty network cable, you confirm the user can access shared drives and the internet. You are closing the ticket. What should you record as the final outcome?
Select an answer first
32application · medium
You are troubleshooting a user's inability to print. You check the printer queue, restart the print spooler, and then test a print page. The test page prints successfully. How should you document the troubleshooting steps?
Select an answer first
33expert · hard
You are troubleshooting a user's email issue. You try three steps: check server status (server is up), clear the local cache (no change), and disable the antivirus add-in (email works). You need to document the steps. Which documentation best supports future troubleshooting?
Select an answer first
34application · medium
Your team is creating a new documentation template for common hardware issues. To make future tickets more consistent and searchable, which element should the template include?
Select an answer first
35application · medium
After resolving a user's printer issue, the technician must close the ticket. Which documentation best records the results and outcomes?
Select an answer first

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