1. Which two are effective communication approaches with troubleshooting a problem for an end user? (Choose two.)
- Listen carefully as the user explains the problem.
- Speak at the technical level of the user.
- Use the most current industry jargon when discussing to problem with the user.
- Wait until the conversation is finished before writing down notes.
- Put the user on hold while you attempt to solve the problem.
Explanation: When communicating with an end user to resolve a problem, you should speak at a technical level that they can understand, listen carefully without interrupting when they are speaking, and take notes to document the conversation. You should also avoid using technical and industry jargon. Do not put the user on hold to solve the problem. Rather, inform them that solving the problem is important, and that you will follow up with them once a solution is found.
2. What type of information can be gathered by issuing the show ip interface brief IOS command?
- a summary of the status and assigned IP addresses of all interfaces
- a list of configured protocols and interface-specific status of enabled Layer 3 protocols
- a list of installed software versions for all or specific components
- a list all current IPv4 and IPv6 routes
Explanation: The show ip interface brief command will display a summary of the status and IP addresses of all device interfaces.
3. During the gathering information step, which command would display the configured protocols and the global and interface-specific status of any configured Layer 3 protocol?
- show protocols
- show ip route
- show ip interface brief
- debug
Explanation: The show protocols command displays the configured protocols on the device and the interface-specific status of any Layer 3 protocols that are enabled.
4. How are vendor-based knowledge bases used to assist in troubleshooting?
- They can be combined with internet search engines to provide the network administrator with access to a vast pool of experience-based information.
- They can provide device management software for dynamic device status, statistics, and configuration information for key network devices.
- They can be used to investigate and correct network problems and allow network administrators to monitor remote devices continuously and automatically.
- They can help with common documentation tasks such as drawing network diagrams, keeping network software and hardware documentation up-to-date, and measuring baseline network bandwidth use.
Explanation: On-line network device vendor knowledge bases are important sources of information for network administrators. When these knowledge bases are combined with Internet search engines, they provide the administrator with a large pool of experience-based information.