Discovery 2 Chapter 2 Quiz 1. Match the network functions to the correct layer that they belong. (either Transport or Network layer) A. packages data in segments for transmission B. routes packets between networks C. encapsulates data in packets for transmission D. uses UDP for realtime data streaming E. adds port numbers F. adds IP addresses to data packets 2. Using a systematic troubleshooting approach, a help desk technician suspects a problem at layer 3 of the OSI model. Which two questions could be asked to isolate the problem to layer 3? (Choose two. A. Is your PC configured for DHCP? B. Can you browse to www.cisco.com? C. Is your network cable plugged in? D. Can you ping your default gateway? E. Do you see a link light on your network card? 3. Match the questions on the top to the correct order on the bottom if a help desk technician is using a bottom-up approach to troubleshooting. a. Is your network cable securely connected b. What mail server is listed in the outgoing server setting c. Is your Windows firewall blocking port 25 d. Do you see a link light on your network card e. What is the subnet mask on Local Area Connection 2 1. Question 1 2. Question 2 3. Question 3 4. Question 4 5. Question 5 4. A customer call has been escalated to an on-site technician because the level 1 and 2 technicians could not determine the problem. Which three tasks would be performed by the on-site technician? (Choose three.) A. open the trouble ticket and enter customer information B. replace faulty cables or connections C. check to see if the ISP email server is working D. correct PC network settings and run any necessary utilities E. swap out suspected faulty hardware with known good hardware F. check the customer account payment status 5. Which two actions should be taken after a customer problem is resolved by the ISP help desk? (Choose two.) A. delete the trouble ticket from the database B. document the solution in the trouble ticket or work order C. escalate the trouble ticket to Level 2 for future reference D. file a work order for customer notification E. copy the solution into a knowledge-base document for future reference 6. Which two scenarios are common causes of physical network connectivity problems? (Choose two) A. monitor unplugged B. Ethernet cable plugged into wrong port C. incorrect default gateway D. unassigned IP address E. faulty Ethernet cable 7. Match the network component or function to its associated layer (Physical, Data link or Network) a. twisted-pair cable b. IP Address c. Routing d. Switching e. MAC Address f. Repeater 8. What two tasks should an on-site technician perform before beginning any troubleshooting or repair at the customer site? (Choose two.) A. review the trouble ticket with the customer to verify the information is correct B. take damaged equipment to the ISP site for repair C. document the troubleshooting tasks performed and the solution D. provide identification, including name and place of employment E. examine cabling to determine if it is faulty or connected into the wrong port 9. Match the technical skill on the top to the help desk activity on the bottom a. Make notes regarding the resolution of a help desk case b. Answer a call in a friendly, professional manner c. Speak in a calm, reassuring manner d. Get all relevant information from the customer e. Use analytical tools to provide a problem resolution 1. diagnosing a problem correctly 2. adapting to customer temperament 3. providing a courteous greeting 4. logging the call 5. listening to customer 10. An ISP customer calls to report that the web server web-s1.cisco.com is not reachable through a web browser. The technician uses command line utilities to verify the problem and to begin the troubleshooting process. Based on the results shown below, what two things can be determined about the problem? (Choose two.) D:\>ping web-sl.cisco.com Unknoun host web-sl.Cisco.com D:\>ping 192.168.0.10 Pinging 192.168.0.10 with 32 bytes of data Reply from 192.168.0.10 bytes=32 time<10ns TTL=128 Repiy from 192.168.0.10 bytes=32 time<10ins TTL=128: Repiy from 192.168.0.10 bytes=32 time<10ns TTL=128 Reply from 192.168.0.10 bytes=32 time<10ns TTL=128: Ping statistics for 192.168.0.10: Packets: Sent = 4, Received = 4.; Lost = 0 <0>: loss>. Ipproxinate round trip times in milli-seconds: Minimum = 0ms Maximun = 0ms Average = 0ms A. The web server at 192.168.0.10 is reachable from the source host. B. There is a problem with the web server software on web-s1.cisco.com. C. A router is down between the source host and the server web-s1.cisco.com. D. DNS cannot resolve the IP address for the server web-s1.cisco.com. E. The default gateway between the source host and the server at 192.168.0.10 is down.