Diagnosing Problems

Question 1

Ticketing

Answer 1

The process of logging and tracking customer issues and requests

Question 2

Documentation

Answer 2

The process of recording info about the issue and steps taken to resolve it

Question 3

Info Gathering

Answer 3

Asking questions to gather info and determine the root cause of the issue

Question 4

Troubleshooting Methodology

Answer 4

A systematic approach to troubleshooting
1. identify problem
2. gather info
3. isolate root cause
4.implement solution

Question 5

Communication

Answer 5

Help desk agents must use clear and concise language when speaking to customers

Question 6

Policies and procedures

Answer 6

Guidelines that help establish rules and expectations

Question 7

Accurate and complete documentation

Answer 7

All relevant info about an issue must be recorded. Should be detailed and clear

Question 8

Prioritization

Answer 8

Address the more critical issues first using a clear criteria

Question 9

PCAP File

Answer 9

A packet capture file containing network traffic

Question 10

Wire Shark

Answer 10

Tool used to analyze and interpret contents of PCAP files

Question 11

Ping

Answer 11

Used to test network connectivity by sending icmp echo request packets

Question 12

Ipconfig

Answer 12

Displays network config info on device

Question 13

Tracert/Traceroute

Answer 13

To trace the path that network packets take from your device to a target IP address or host name.

Question 14

NS Lookup

Answer 14

Used to query dns servers to retrieve info about IP addresses or host names

Question 15

Remote Desktop Protocol

Answer 15

Allows users to access and control a computers desktop environment. Provides graphical interface for remote management

Question 16

Secure Shell

Answer 16

SSH- A secure network protocol that provides encrypted communication between networked devices

Question 17

Telnet

Answer 17

Like ssh but does not provide encryption

Question 18

Virtual private network

Answer 18

A VPN is a secure connection established over a public network to create a private network enviornment

Question 19

Terminal Emulators

Answer 19

Software applications that simulate the functionality of physical terminals. Allows users to access network devices remotely via CLI

Question 20

Console Access

Answer 20

Connecting directly to the console port of a network device using a console cable. Allows troubleshooting with physical interaction with devices

Question 21

Network Management Systems

Answer 21

NMS- Software applications used to monitor and manage network devices

Question 22

Remote Access

Answer 22

Remote access protocols provide convinence and ease of use but requires proper security measures such as strong authentication and encryption

Question 23

VPN (Diagnosing Method)

Answer 23

VPN’s provide secure remote access over public networks but may introduce additional complexity in setup and configuration

Question 24

Terminal Emulators

Answer 24

The offer flexibility and compatability for accessing various types of devices but may require knowledge of command line interfaces

Question 25

NMS Tools

Answer 25

Offers centralized management and monitoring capabilities but requires proper configuration and support from network devices

Question 26

Different ways to access and collect data about network devices

Answer 26

-Remote Access -VPNS -Terminal Emulators -Consol Access -NMS tools

Question 27

Meraki

Answer 27

A cloud managed network solution that provides a range of hardware and software products designed to simplify and streamline network management

Question 28

Show run

Answer 28

Displays running configuration of the device

Question 29

Show CDP Neighbors

Answer 29

Shows info about neighboring connected devices

Question 30

Show IP interface brief

Answer 30

Provides a summary of the ip configuration for all interfaces on the device, including IP addresses, interface statuses, and line protocol status

Question 31

Show IP route

Answer 31

Displays the routing table of the device, showing the network destinations and the next hop address

Question 32

Show Version

Answer 32

Provides information about the devices hardware, software and etc.

Question 33

Show inventory

Answer 33

Displays the inventory info on device, including model, serial number, and installed components

Question 34

Show Switch

Answer 34

Provides info about current switches operational status, vlan info, and port details

Question 35

Show mac address table

Answer 35

Shows MAC address table

Question 36

Show Interface

Answer 36

Displays detailed info about the specified interface, including status configuration, counters, and other relevant details

Question 37

Privilege Levels

Answer 37

Cisco devices have different privilege levels that determine access to execute certain commands. Ranges from 0 to 15

Question 38

Show interface status

Answer 38

Provides a summary of the status of all interfaces on the device, including administrative and operational states