CCNA Discovery 2 - Module 2 Exam Version 4.0 Working at a Small-to-Medium Business or ISP

1. What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem?
• identify and prioritize alternative solutions
• isolate the cause of the problem
• define the problem
• select an evaluation process

2. Which two functions are provided by the upper layers of the OSI model? (Choose two.)
• placing electrical signals on the medium for transmission
• initiating the network communication process
• encrypting and compressing data for transmission
• segmenting and identifying data for reassembly at the destination
• choosing the appropriate path for the data to take through the network

3. What are two goals of the ISP help desk? (Choose two.)
• conserving support resources
• network optimization
• competitive scalability
• customer retention
• sales of network services

4. What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4 of the OSI model?
• bits, frames, packets, segments
• frames, bits, packets, segments
• packets, frames, segments, bits
• segments, packets, frames, bits

5. Which is a function of the transport layer of the OSI model?
• routes data between networks
• converts data to bits for transmission
• delivers data reliably across the network using TCP
• formats and encodes data for transmission
• transmits data to the next directly connected device

6. A customer calls the ISP help desk after setting up a new PC with a cable modem but being unable to access the Internet. After the help desk technician has verified Layer 1 and Layer 2, what are three questions the help desk technician should ask the customer? (Choose three.)
• What is your subnet mask?
• What is your IP address?
• Is the NIC link light blinking?
• Can you ping the default gateway?
• Is the network cable properly attached to the cable modem?
• Is the network cable correctly connected to the network port on the PC?

7. What are two functions of the physical layer of the OSI model? (Choose two.)
• adding the hardware address
• converting data to bits
• encapsulating data into frames
• signal generation
• routing packets

8. An ISP help desk technician receives a call from a customer who reports that no one at their business can reach any websites, or get their e-mail. After testing the communication line and finding everything fine, the technician instructs the customer to run nslookup from the command prompt. What does the technician suspect is causing the customer's problem?
• improper IP address configuration on the host
• hardware failure of the ISR used to connect the customer to the ISP
• bad cables or connections at the customer site
• failure of DNS to resolve names to IP addresses

9. Which address is used by the router to direct a packet between networks?
• source MAC address
• destination MAC address
• source IP address
• destination IP address

10. Which statement describes the process of escalating a help desk trouble ticket?
• The help desk technican resolves the customer problem over the phone and closes the trouble ticket.
• Remote desktop utilities enable the help desk technician to fix a configuration error and close the trouble ticket.
• After trying unsuccessfully to fix a problem, the help desk technician sends the trouble ticket to the onsite support staff.
• When the problem is solved, all information is recorded on the trouble ticket for future reference.

11. Which level of support is supplied by an ISP when providing managed services?
• Level 1
• Level 2
• Level 3
• Level 4

12. Which layers of the OSI model are commonly referred to as the upper layers?
• application, presentation, session
• application, session, network
• presentation, transport, network
• presentation, network, data link
• session, transport, network

13. Which three command line utilities are most commonly used to troubleshoot issues at Layer 3? (Choose three.)
• ping
• a packet sniffer
• Telnet
• ipconfig
• Traceroute

14. Which common Layer 1 problem can cause a user to lose connectivity?
• incorrect subnet mask
• incorrect default gateway
• loose network cable
• NIC improperly installed

15. Which scenario represents a problem at Layer 4 of the OSI model?
• An incorrect IP address on the default gateway.
• A bad subnet mask in the host IP configuration.
• A firewall filtering traffic addressed to TCP port 25 on an email server.
• An incorrect DNS server address being given out by DHCP.

16. What are two basic procedures of incident management? (Choose two.)
• opening a trouble ticket
• using diagnostic tools to identify the problem
• surveying network conditions for further analysis
• configuring new equipment and software upgrades
• adhering to a problem-solving strategy
• e-mailing a problem resolution to the customer

17. A customer calls to report a problem accessing an e-commerce web site. The help desk technician begins troubleshooting using a top-down approach. Which question would the technician ask the customer first?
• Can you access other web sites?
• Is there a firewall installed on your computer?
• What is your IP address?
• Is the link light lit on your NIC card?

18. A network technician has isolated a problem at the transport layer of the OSI model. Which question would provide further information about the problem?
• Do you have a firewall that is configured on your PC?
• Do you have a link light on your network card?
• Is your PC configured to obtain addressing information using DHCP?
• What default gateway address is configured in your TCP/IP settings?
• Can you ping http://www.cisco.com?

19. In what two ways do Level 1 and Level 2 help desk technicians attempt to solve a customer's problems? (Choose three.)
• talking to the customer on the telephone
• upgrading hardware and software
• using various web tools
• making an onsite visit
• installing new equipment
• with remote desktop sharing applications

20. 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 ask if the bottom-up troubleshooting approach is used? (Choose three.)
• Is the NIC link light blinking?
• What is the IP address and subnet mask?
• Can the default gateway be successfully pinged?
• Is the network cable properly attached to the modem?
• Is the Category 5 cable properly connected to the network slot on the PC?
• Can you access your e-mail account?

CCNA Discovery 1 - Module 1 Exam Version 4.0 Networking for Home and Small Businesses

1. What two functions does a UPS provide that a surge protector does not ? (Choose two.)
• protects the computer from voltage surges
• provides backup power from an internal battery
• protects the computer from sudden voltage spikes
• gives the user time to phone the electrical company
• gives the user time to safely shut down the computer if the power fails
• provides backup power through a generator provided by the wall outlet

2. What can be used to prevent electrostatic discharge (ESD)?
• dry and non humid conditions
• carpeted floor
• grounding strap
• uncluttered work space

3. Applications can be grouped into general use software or industry specific software. What are two examples of industry specific software? (Choose two.)
• CAD
• presentation
• spreadsheet
• word processing
• medical practice management
• contacts/scheduling management

4. A user plans to run multiple applications simultaneously on a computer. Which computer component is essential to accomplish this?
• RAM
• NIC
• video card
• sound card
• storage device

5. What are two examples of output peripheral devices? (Choose two.)
• printer
• speakers
• flash drive
• external DVD
• external modem

6. What measurement is commonly associated with computer processing speed?
• bits
• pixels
• hertz
• bytes

7. Which adapter card enables a computer system to exchange information with other systems on a local network?
• modem card
• controller card
• video card
• sound card
• network interface card

8. Which component is designed to remove high-voltage spikes and surges from a power line so that they do not damage a computer system?
• CPU
• surge suppressor
• motherboard
• hard drive

9. What are two benefits of hooking up a laptop to a docking station? (Choose two.)
Mobility is increased.
• An external monitor can be used.
• Alternate connectivity options may be available.
• The keyboard can be changed to a QWERTY-style keyboard.
• More wireless security options are available.

10. Which computer component is considered the nerve center of the computer system and is responsible for processing all of the data within the machine?
• RAM
• CPU
• video card
• sound card
• operating system

11. What are two advantages of purchasing a preassembled computer? (Choose two..
• usually a lower cost
• exact components may be specified
• extended waiting period for assembly
• adequate for performing most general applications
• suited for customers with special needs

12. What is a word processor?
• It is a physical computer component.
• It is a program designed to perform a specific function.
• It is a program that controls the computer resources.
• It is a functional part of an operating system.

13. Why do servers often contain duplicate or redundant parts?
• Servers require more power and thus require more components.
• Servers should be accessible at all times.
• Servers can be designed as standalone towers or rack mounted.
• Servers are required by networking standards to have duplicate parts.

14. Which three terms describe different types of computers? (Choose three.)
operating system
• network
• laptop
• desktop
• Windows
• mainframe

15. How many values are possible using a single binary digit?
• 1
• 2
• 4
• 8
• 9
• 16

16. In newer operating systems, how are system resources assigned by default when components are installed?
• manually assigned by the operating system
• manually assigned by the administrator
• statically assigned by the component to a preset resource
• dynamically assigned between the component and the operating system

17. How is a server different from a workstation computer?
• The server works as a standalone computer.
• The server provides services to clients.
• The workstation has fewer applications installed.
• The workstation has more users who attach to it.

18. If a peripheral device is not functioning, what are three things you should do to solve the problem? (Choose three.)
• Use the testing functionality on the peripheral itself, if available.
• Verify that all cables are connected properly.
• Disconnect all cables connected to the computer except those connected to the peripheral.
• Ensure that the peripheral is powered on.
• Disconnect the peripheral and verify that the computer is operating normally.
• Reload the computer operating system.

19. Which two steps should be performed when installing a peripheral device? (Choose two.)
• Download and install the most current driver.
• Connect the peripheral using any cable and any available port on the computer.
• Connect the peripheral using an appropriate cable or wireless connection.
• Test the peripheral on another machine before installing it on the one where it will be used.
• Check the computer documentation to see if the peripheral vendor is compatible with the PC vendor.

20. What is the main storage drive used by servers, desktops, and laptops?
• tape drive
• hard drive
• optical drive (DVD)
• floppy disk drive

21. What is the purpose of the ASCII code?
• translates bits into bytes
• interprets graphics digitally
• translates digital computer language into binary language
• represents letters, characters, and numbers with bits