5.1. Demonstrate Effective Troubleshooting Methodologies and Help Desk Best Practices, Including Ticketing, Documentation, and Information Gathering. 100-150 Practice Questions (Page 5)

Questions 21–25

1. 21expert · hard

   You have two tickets: Ticket A is a P1 (critical) issue affecting the entire company's internet, and Ticket B is a P3 (low) issue for a single user's printer. You have been working on Ticket A for 2 hours without progress. Your manager asks you to close Ticket A and focus on Ticket B to 'clear the queue.' What should you do?

   • AEscalate the matter to the IT director without discussing it with your manager.
   • BChange Ticket A's priority to P3 so it can be closed.
   • CRefuse to close Ticket A and continue working on it, explaining the impact of the P1 issue.
   • DClose Ticket A and start working on Ticket B as instructed.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   After resolving a network outage caused by a misconfigured switchport, you update the ticket and close it. According to help desk best practices, what additional action should you take?

   • ADocument the root cause and resolution in the knowledge base for future reference.
   • BNotify all employees about the misconfiguration.
   • CWait to close the ticket until the same issue occurs again.
   • DDelete the ticket to keep the ticketing system clean.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A user calls the help desk saying 'the internet is broken.' You need to gather more information to understand the problem. Which question is most effective for narrowing down the issue?

   • ACan you access any websites, or does the error occur only on specific sites?
   • BDid you try turning your computer off and on again?
   • CWhat is your computer's IP address?
   • DHave you contacted your internet service provider?
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   A technician is troubleshooting a user's inability to access a website. The technician decides to first check whether the user's PC has a valid IP address and can ping the default gateway, then check DNS resolution, and finally check the web server's response. Which troubleshooting methodology is the technician using?

   • ABottom-up
   • BTrial-and-error
   • CTop-down
   • DDivide-and-conquer
   Reveal Solution Discussion Select an answer first
6. 25foundation · easy

   A user reports that they cannot print to a network printer. Which action is an example of gathering information from system logs?

   • ARebooting the printer
   • BPinging the printer's IP address
   • CChecking the printer's event log for errors
   • DAsking the user to describe the error message
   Reveal Solution Discussion Select an answer first