1.

The DHCP server in a lab environment is down when multiple DHCP clients in th
e lab
are booted for the first time. Which two statements describe how the DHCP c
lients
will be affected by the absence of a DHCP server during boot? (Choose two.
)
-All clients with link-local addresses will communicate with each ot
her in a
peer- to-peer manner.
-A link-local address will be automatically assigned to the hosts by
the
operating system.
2.Which is a function of the transport layer of the OSI model?
-delivers data reliably across the network using TCP

3.Which statement describes the process of escalating a help desk trouble ticket
?
-After trying unsuccessfully to fix a problem, the help desk techn
ician sends
the trouble ticket to the onsite support staff.
4.Which two functions are provided by the upper layers of the OSI model? (Choose
two.)
-initiating the network communication process
-encrypting and compressing data for transmission
5.Which scenario represents a problem at Layer 4 of the OSI model?
-A firewall filtering traffic addressed to TCP port 25 on an emai
l server.
6.A customer calls to report a problem accessing an e-commerce web site. The hel
p desk
technician begins troubleshooting using a top-down approach. Which question
would
the technician ask the customer first?
-Can you access other web sites?
7.What are two primary goals of the ISP help desk? (Choose two.)
-network optimization
-customer retention
8.What are two basic procedures of incident management? (Choose two.)
-opening a trouble ticket
-adhering to a problem-solving strategy

9.Which three command line utilities are most commonly used to troubleshoot issu
es at
Layer 3? (Choose three.)
 -ping
-ipconfig
-traceroute
10.What is the correct encapsulation order when data is passed from Layer 1 up t
o Layer
4 of the OSI model?
-bits, frames, packets, segments
11.What are two functions of the physical layer of the OSI model? (Choose two.)
-converting data to bits
-signal generation
12.A customer calls the help desk about setting up a new PC and cable modem and
being
unable to access the Internet. What three questions would the technician as
k if the
bottom-up troubleshooting approach is used? (Choose three.)
-Is the NIC link light blinking?
-Is the network cable properly attached to the modem?
-Is the Category 5 cable properly connected to the network s
lot on the
PC?
#13.A customer calls the ISP help desk after setting up a new PC with a cable mo
dem but
being unable to access the Internet. After the help desk technician has ver
ified Layer 1
and Layer 2, what are three questions the help desk technician should ask t
he
customer? (Choose three.)
-What is your subnet mask?
-What is your IP address?
-Can you ping the default gateway?
14.Which address is used by the router to direct a packet between networks?
-destination IP address
15.What is the first step that is used by a help desk technician in a systematic
approach to
helping a customer solve a problem?
-define the problem

16.While troubleshooting a connectivity issue on a host, a network administrator

issues
the ping 127.0.0.1 command. The pings are unsuccessful. What is most likely
the
problem?
-The TCP/IP stack is not loaded properly.
17.An accounting firm experiencing connectivity issues requires Level 3 support
from the
 ISP. Which function requires Level 3 or higher support?
-the installation and configuration of new equipment
18.What Layer 1 problem can cause a user to lose Internet connectivity?
-loose network cable
19.In what three ways do Level 1 and Level 2 help desk technicians attempt to id
entify a
customer's problems? (Choose three.)
-talking to the customer on the telephone
-using various web tools
-with remote desktop sharing applications
20.

Refer to the exhibit. Host A is unable to communicate with any other hosts. On t
his network is a DHCP server that is responsible for assigning addresses to host
s. Based on the output of the ipconfig command on host A, what is the most likel
y cause of the problem?
-The host did not get addressing configuration from the DHCP serv
er.