A user reports that they cannot access any websites, but they can ping the default gateway. You need to determine the most efficient next step. Which action should you take?

Escalate the issue to the network team immediately

Test DNS resolution by pinging a known public IP address

While troubleshooting a network issue, you discover that a switch configuration change is needed. Your organization's change management policy requires approval before making changes. What should you do?

Wait for the issue to resolve itself before making any change.

Ask the user to approve the change informally.

Document the required change in the ticket and submit a change request for approval.

Make the change immediately to resolve the issue faster.

A non-technical user calls to report that 'the internet is down.' You quickly determine that only their computer is affected and that other devices work. The user is anxious and wants a simple explanation. What is the best way to communicate your next step?

Say, 'Your TCP/IP stack is probably misconfigured. I'll run a tracert and check the DHCP lease.'

Say, 'I'll fix it right now,' and then work silently without updates.

Say, 'It's not the internet, it's your computer. You need a new one.'

Say, 'I'll check your network settings to see why your computer isn't connecting. This may take a few minutes.'

After resolving a network outage, you need to document the changes made. Which documentation practice is most important for future reference?

Only record the final configuration

Record the time the outage started and ended

Record the names of all users affected

Record the exact configuration changes and the reason for each change

A user calls the help desk saying 'the network is down.' You need to gather more information. Which response best demonstrates active listening and effective information gathering?

Say: 'The network is probably fine; try again later.'

Ask: 'Is your computer turned on?'

Tell the user: 'I'll check the network status and call you back.'

Ask: 'Can you tell me exactly what you are trying to do and what error message you see?'

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 4)

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 16–20

16expert · hard
A user reports that they cannot access any websites, but they can ping the default gateway. You need to determine the most efficient next step. Which action should you take?
Select an answer first
17application · medium
While troubleshooting a network issue, you discover that a switch configuration change is needed. Your organization's change management policy requires approval before making changes. What should you do?
Select an answer first
18expert · hard
A non-technical user calls to report that 'the internet is down.' You quickly determine that only their computer is affected and that other devices work. The user is anxious and wants a simple explanation. What is the best way to communicate your next step?
Select an answer first
19application · medium
After resolving a network outage, you need to document the changes made. Which documentation practice is most important for future reference?
Select an answer first
20application · medium
A user calls the help desk saying 'the network is down.' You need to gather more information. Which response best demonstrates active listening and effective information gathering?
Select an answer first

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