Cisco Exam CCST-Networking Topic 1 Question 2 Discussion

Actual exam question for Cisco's Cisco Certified Support Technician (CCST) Networking exam

Question #: 2
Topic #: 1

[All Cisco Certified Support Technician (CCST) Networking Questions]

A help desk technician receives the four trouble tickets listed below. Which ticket should receive the highest priority and be addressed first?

ATicket 1: A user requests relocation of a printer to a different network jack in the same office. The jack must be patched and made active.

BTicket 2: An online webinar is taking place in the conference room. The video conferencing equipment lost internet access.

CTicket 3: A user reports that response time for a cloud-based application is slower than usual.

DTicket 4: Two users report that wireless access in the cafeteria has been down for the last hour.

Show Suggested Answer

Suggested Answer: B

When prioritizing trouble tickets, the most critical issues affecting business operations or high-impact activities should be addressed first. Here's a breakdown of the tickets:

Ticket 1: Relocation of a printer, while necessary, is not urgent and does not impact critical operations.

Ticket 2: An ongoing webinar losing internet access is critical, especially if the webinar is time-sensitive and involves multiple participants.

Ticket 3: Slower response time for a cloud-based application is important but typically not as urgent as a complete loss of internet access for a live event.

Ticket 4: Wireless access down in the cafeteria affects users but does not have the same immediate impact as a live webinar losing connectivity.

Thus, the correct answer is B. Ticket 2: An online webinar is taking place in the conference room. The video conferencing equipment lost internet access.

IT Help Desk Best Practices

Prioritizing IT Support Tickets

by Janessa at May 31, 2024, 05:10 AM

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Nickie

4 months ago

But what about Ticket 4? It's affecting multiple users in the cafeteria.

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Lavera

4 months ago

I agree with Nancey. The webinar is important and needs internet access.

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Reed

4 months ago

What, the webinar doesn't have a backup plan? Ticket 2 it is, but someone should really teach those webinar hosts about redundancy.

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User 1: Ticket 2 should definitely be addressed first. The webinar is happening now.

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