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Question 28 - CCST-Networking discussion

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Which two pieces of information should you include when you initially create a support ticket? (Choose 2.)

A.

A detailed description of the fault

Answers
A.

A detailed description of the fault

B.

Details about the computers connected to the network

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B.

Details about the computers connected to the network

C.

A description of the conditions when the fault occurs

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C.

A description of the conditions when the fault occurs

D.

The actions taken to resolve the fault

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D.

The actions taken to resolve the fault

E.

The description of the top-down fault-finding procedure

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E.

The description of the top-down fault-finding procedure

Suggested answer: A, C

Explanation:

Statement A: 'A detailed description of the fault.' This is essential for support staff to understand the nature of the problem and begin troubleshooting effectively.

Statement C: 'A description of the conditions when the fault occurs.' This helps in reproducing the issue and identifying patterns that might indicate the cause of the fault.

Statement B: 'Details about the computers connected to the network.' While useful, this is not as immediately critical as understanding the fault itself and the conditions under which it occurs.

Statement D: 'The actions taken to resolve the fault.' This is important but typically follows the initial report.

Statement E: 'The description of the top-down fault-finding procedure.' This is more of a troubleshooting methodology than information typically included in an initial support ticket.

Best Practices for Submitting Support Tickets: Support Ticket Guidelines

asked 11/10/2024
Aparecido Lemos
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