5.1. Demonstrate Effective Troubleshooting Methodologies and Help Desk Best Practices, Including Ticketing, Documentation, and Information Gathering. 100-150 Practice Questions (Page 8)

Questions 36–40

1. 36expert · hard

   A user reports intermittent Wi-Fi disconnects. You have checked the access point logs and found no errors. Which additional information would be most useful to gather?

   • AReplace the access point
   • BAsk the user to move closer to the access point
   • CEscalate the issue to the network team immediately
   • DAsk the user if the disconnects happen at specific times or locations
   Reveal Solution Discussion Select an answer first
2. 37application · medium

   After resolving a network issue, you need to document the troubleshooting process. Which information is most important to include in the ticket for future reference?

   • AOnly the final resolution
   • BThe symptoms reported, the steps taken, and the final resolution
   • CThe user's name and phone number
   • DThe time spent on the issue
   Reveal Solution Discussion Select an answer first
4. 38foundation · easy

   An organization's policy requires that all network changes be approved by a change advisory board (CAB). A technician identifies a quick fix for a network issue. What should the technician do?

   • ASubmit a change request and wait for approval before implementing
   • BImplement the change immediately to resolve the issue faster
   • CAsk the user if they approve the change
   • DImplement the change and document it after the fact
   Reveal Solution Discussion Select an answer first
5. 39foundation · easy

   A network technician is troubleshooting a user's inability to reach a file server. The technician starts by testing whether the user can ping the server's IP address, then checks the server's network configuration, and then tests the physical cable. Which troubleshooting approach is being used?

   • ADivide-and-conquer
   • BTrial-and-error
   • CBottom-up
   • DTop-down
   Reveal Solution Discussion Select an answer first
6. 40foundation · easy

   A help desk has two open tickets: one for a single user who cannot access email, and another for a department that has lost network connectivity. Which ticket should be prioritized first?

   • ABoth tickets should be worked on simultaneously
   • BThe single user's email issue, because it was reported first
   • CThe single user's email issue, because it is easier to fix
   • DThe department-wide network outage, because it affects more users and has higher impact
   Reveal Solution Discussion Select an answer first