1. Which option lists the three troubleshooting stages in the correct order?
- Gather symptoms, implement corrective action, and isolate the problem.
- Gather symptoms, isolate the problem, and implement corrective action.
- Implement corrective action, gather symptoms, and isolate the problem.
- Implement corrective action, isolate the problem, and gather symptoms.
- Isolate the problem, gather symptoms, and implement corrective action.
- Isolate the problem, implement corrective action, and gather symptoms.
Explanation: The three troubleshooting stages in the correct order are gather symptoms, isolate the problem, and implement corrective action.
2. In which step of the seven-step troubleshooting process, would you create a rollback plan identifying how to quickly reverse a solution?
- Analyze information
- Define the problem
- Eliminate possible causes
- Gather information
- Propose Hypothesis
- Solve the problem and document solution
- Test hypothesis
Explanation: You would create a rollback plan identifying how to quickly reverse a solution during the Test Hypothesis step.
3. Which are recommendations to be used when communicate with a user?
- Always be considerate and empathize with users.
- Always listen or carefully read what the user is saying.
- Speak at a technical level they can understand.
- All the above
Explanation: Recommendations when talking to a user include always be considerate and empathize with users, always listen or read carefully what the user is saying and speak at a technical level they can understand.
4. 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 interface
- show ip interface brief
- show ip protocols
- show protocols
- show version
Explanation: The show protocols command would display the configured protocols and the global and interface-specific status of any configured Layer 3 protocol.
5. What is the highest OSI layer that should be considered when troubleshooting routers and Layer 3 switches?
- Layer 1
- Layer 2
- Layer 3
- Layer 4
- Layer 7
Explanation: The OSI transport layer should be considered when troubleshooting routers and Layer 3 switches.
6. Which structured troubleshooting method should be used when a cabling problem is suspected?
- Bottom-up Troubleshooting Method
- Comparison Troubleshooting Method
- Divide-and-conquer Troubleshooting Method
- Educated Guess Troubleshooting Method
- Follow-the-Path Troubleshooting Method
- Top-down Troubleshooting Method
Explanation: The bottom-up approach should be used when a cabling problem is suspected.
7. Which structured troubleshooting method should be used when a software orientated problem occurs?
- Bottom-up Troubleshooting Method
- Comparison Troubleshooting Method
- Divide-and-conquer Troubleshooting Method
- Educated Guess Troubleshooting Method
- Follow-the-Path Troubleshooting Method
- Top-down Troubleshooting Method
Explanation: The top-down troubleshooting approach should be used when a software orientated problem occurs.