5.1. Demonstrate Effective Troubleshooting Methodologies and Help Desk Best Practices, Including Ticketing, Documentation, and Information Gathering. 100-150 Practice Questions (Page 7)

Questions 31–35

1. 31application · medium

   A user reports that they cannot reach any external websites, but internal resources work fine. You have confirmed that the user's IP configuration is correct and that the default gateway responds to ping. According to a structured troubleshooting methodology, which step should you perform next?

   • AReplace the network cable to rule out a physical layer problem.
   • BEscalate the ticket to the security team immediately.
   • CCheck whether the DNS server can resolve an external domain name.
   • DReboot the user's computer to clear any temporary network state.
   Reveal Solution Discussion Select an answer first
2. 32expert · hard

   A user is frustrated because their internet is slow. You have checked the network and found no issues. The user insists the problem is on your end. Which response best demonstrates professional communication while still gathering information?

   • ATell the user that the network is fine and the problem is their device
   • BAcknowledge their frustration, then ask if the slowness happens on all devices or just one
   • CAsk the user to run a speed test and send you the results
   • DEscalate the ticket to a senior technician without further discussion
   Reveal Solution Discussion Select an answer first
4. 33expert · hard

   A user reports that they cannot access a file server, but other users on the same network segment can. You have verified that the user's IP configuration is correct and the server is reachable from your workstation. Which information-gathering step would be most useful next?

   • AAsk the user to try accessing the server from a different device on the same network.
   • BEscalate the ticket to the server team immediately.
   • CReboot the file server to refresh its connections.
   • DCheck the user's browser history for recent changes.
   Reveal Solution Discussion Select an answer first
5. 34application · medium

   You have resolved a network issue by updating the firmware on a switch. According to documentation standards, what should you include in the ticket before closing it?

   • AThe name of the vendor support representative you spoke with.
   • BOnly the final status that the issue is resolved.
   • CThe exact firmware version before and after the update, and the reason for the update.
   • DA list of all users who were affected by the issue.
   Reveal Solution Discussion Select an answer first
6. 35expert · hard

   Your organization has a service-level agreement (SLA) that requires critical tickets to be resolved within 4 hours. A critical ticket for the main office's internet outage has been open for 3.5 hours, and you have not yet identified the root cause. At the same time, a low-priority ticket for a single user's email issue is waiting. What should you do?

   • AMark the critical ticket as resolved and continue investigating after the SLA deadline.
   • BSwitch to the low-priority email ticket to make progress on multiple issues.
   • CClose the critical ticket and reopen it as a new incident to reset the SLA clock.
   • DContinue working on the critical ticket and escalate it to a senior technician if needed to meet the SLA.
   Reveal Solution Discussion Select an answer first