CCNA Discovery 2 Module 2 Exam Answers Version 4.0

CCNA Discovery 2 Module 2 Exam Answers Version 4.0

1. Which two functions are provided by the upper layers of the OSI model? (Choose two.)
• initiating the network communication process
• segmenting and identifying data for reassembly at the destination

2. Which is a function of the transport layer of the OSI model?
• formats and encodes data for transmission

3. Which common Layer 1 problem can cause a user to lose connectivity?
• loose network cable

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

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

6. 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

7. What are two goals of the ISP help desk? (Choose two.)
• network optimization
• customer retention

8. 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
• using various web tools
• with remote desktop sharing applications

9. 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?
• Is the Category 5 cable properly connected to the network slot on the PC?
• Can you access your e-mail account?


10. 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?

11. Which statement describes the process of escalating a help desk trouble ticket?
• When the problem is solved, all information is recorded on the trouble ticket for future reference.

12. What are two functions of the physical layer of the OSI model? (Choose two.)
• converting data to bits
• signal generation

13. 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?
• Can you ping the default gateway?

14. Which scenario represents a problem at Layer 4 of the OSI model?
• A firewall filtering traffic addressed to TCP port 25 on an email server.

15. What are two basic procedures of incident management? (Choose two.)
• opening a trouble ticket
• adhering to a problem-solving strategy

16. Which level of support is supplied by an ISP when providing managed services?
• Level 3

17. What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem?
define the problem
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?

19. 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?
• failure of DNS to resolve names to IP addresses

20. Which layers of the OSI model are commonly referred to as the upper layers?
• application, presentation, session