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 2 - Module 1 Exam Version 4.0 Working at a Small-to-Medium Business or ISP

1. What three support service teams are commonly found within an ISP? (Choose three.)
• help desk
• computer support
• application readiness
• network operations center
• planning and provisioning
• implementation and documentation

2. At which point do individuals and small businesses connect directly to the ISP network to obtain Internet access?
• at a POP
• at an IXP
• at a Metro Ethernet link
• on the ISP extranet

3. What is the purpose of an RFC?
• to provide the connection point for multiple ISPs to the Internet
• to document the development and approval of an Internet standard
• to connect a business to an ISP
• to provide data communication services to ISP customers
• to monitor network performance and connection status of ISP clients

4. What feature allows network devices to be scalable?
• a fixed number of interfaces
• ease of repair
• modularity
• low maintenance requirements
• low cost

5. The IT manager of a medium-sized business wishes to house the company-owned web servers in a facility that offers round-the-clock controlled access, redundant power, and high-bandwidth Internet access. Which ISP service will fulfill this need?
• web hosting
• planning and provisioning
• application hosting
• equipment colocation
• Tier 1 ISP services

6. Which two things can be determined by using the ping command? (Choose two.)
• the number of routers between the source and destination device
• the IP address of the router nearest the destination device
• the average time it takes a packet to reach the destination and for the response to return to the source
• whether or not the destination device is reachable through the network
• the average time it takes each router in the path between source and destination to respond

7. When did the Internet become available for use by businesses and consumers?
• 1979
• 1984
• 1991
• 1999
• 2000

8. Which network support services team is responsible for testing a new customer connection and for monitoring the ongoing operation of the link?"
• customer service
• help desk
• network operations
• on-site installation

9. What interconnects the Internet backbone?
• gateway routers
• IXPs
• POPs
• satellite dishes

10. Which network support services team identifies whether the client site has existing network hardware and circuits installed?
• customer service
• help desk
• network operations
• planning and provisioning

11. What information is contained in the numbered RFCs maintained by the IETF?
• the rules for acceptable use of websites and e-mail
• the descriptions of various hardware components that connect to the Internet
• the specifications and rules for how devices communicate over an IP network
• the standards for cabling and wiring for local Ethernet networks

12. Which of the following start the test of destination reachability?
• echo request issued by source
• echo reply issued by source
• echo request issued by destination
• echo reply issued by destination

13. Which statement describes a function of a Tier 1 ISP?
• peers with other similarly sized ISPs to form the global Internet backbone
• uses the services of Tier 3 ISPs to connect to the global Internet backbone
• pays Tier 2 ISPs for transit services to connect across continents
• limits the offered services to small geographic areas

14. Which command generated this output?
• 1 12.0.0.2 4 msec 4 msec 4 msec
• 2 23.0.0.3 20 msec 16 msec 16 msec
• 3 34.0.0.4 16 msec 18 msec 16 msec
• Router# traceroute 34.0.0.4
• Router# nslookup 34.0.0.4
• Router# ping 34.0.0.4

15. What units are used to measure Internet bandwidth?
• bits per second
• bytes per second
• hertz
• megabytes per second
• packets per second

16. What was the original purpose of the Internet?
• voice communication
• marketing
• research
• commerce

17. What is the maximum T1 transmission speed?
• 56 kbps
• 128 kbps
• 1.544 Mbps
• 2.4 Mbps

18. Which ISP network support systems team will typically contact the customer once a new circuit is ready and guide the customer in setting up passwords and other account information?
• help desk
• customer service
• network operations center
• on-site installation team
• planning and provisioning

19. What are three main types of high-bandwidth connection options used by medium- to large-sized businesses? (Choose three.)
• DSL
• cable modem
• Ethernet
• metro Ethernet
• T1
• T3

20. Which network utility helps determine the location of network problems and identifies routers that packets travel across?
• ping
• ipconfig
• traceroute
• ixp