A user reports that they cannot access a shared drive. You need to gather information to start troubleshooting. Which question is most effective?

Is the shared drive important to you?

Can you tell me what error message you see when you try to access the drive?

Did you change your password recently?

Have you tried turning your computer off and on again?

A company's ticketing system shows three open tickets: (1) a single user cannot print, (2) the finance team cannot access the accounting system, and (3) the CEO's email is slow. According to help desk best practices, which ticket should be prioritized first?

All tickets should be handled in the order they were received

The finance team's inability to access the accounting system

The single user's printing issue

A ticket for a recurring network issue has been resolved three times in the past month, but the same problem keeps returning. According to ticketing and documentation best practices, what should you do?

Perform a root cause analysis and document the underlying cause to prevent recurrence.

Escalate the ticket to the highest-priority level to force a quick fix.

Close the ticket again and hope the issue does not return.

Delete the ticket history to avoid confusion.

A technician has three tickets to work on: a server that is down, a printer that is jammed, and a user who cannot access a shared drive. Which ticket should be handled first according to best practices?

All tickets should be handled in the order they were received

The shared drive access issue, because it was reported first

The printer jam, because it is quick to fix

The server that is down, because it likely affects many users and critical services

A support ticket is created for a user who cannot access email. The technician resolves the issue and closes the ticket. Which action is a required part of proper ticket management?

Delete the ticket to keep the system clean

Update the ticket with the resolution steps before closing

Assign the ticket to another technician for review

Leave the ticket open for a week to ensure no recurrence

CiscoCertified Support Technician (CCST) Networking

Domain 5Objective 1

5.1. Demonstrate Effective Troubleshooting Methodologies and Help Desk Best Practices, Including Ticketing, Documentation, and Information Gathering. 100-150 Practice Questions (Page 1)

Part of the Diagnosing Problems domain, which makes up ~21% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~4–7 in this domain), expect 1–1 from this objective — we provide 46 practice questions to prepare you well beyond it. (estimate)

46questions here

10free pages

7concepts

7 Concepts in This Objective

Troubleshooting methodologies
Help desk best practices
Ticketing systems and processes
Documentation standards
Information gathering techniques
Prioritization of issues
Policies and procedures adherence

Questions 1–5

1application · medium
A user reports that they cannot access a shared drive. You need to gather information to start troubleshooting. Which question is most effective?
Select an answer first
2application · medium
A company's ticketing system shows three open tickets: (1) a single user cannot print, (2) the finance team cannot access the accounting system, and (3) the CEO's email is slow. According to help desk best practices, which ticket should be prioritized first?
Select an answer first
3expert · hard
A ticket for a recurring network issue has been resolved three times in the past month, but the same problem keeps returning. According to ticketing and documentation best practices, what should you do?
Select an answer first
4foundation · easy
A technician has three tickets to work on: a server that is down, a printer that is jammed, and a user who cannot access a shared drive. Which ticket should be handled first according to best practices?
Select an answer first
5foundation · easy
A support ticket is created for a user who cannot access email. The technician resolves the issue and closes the ticket. Which action is a required part of proper ticket management?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to 100-150

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Cisco. “100-150” is a trademark of its owner, used for identification only.