When is the most appropriate time to escalate an issue that you are troubleshooting?

When is the most appropriate time to escalate an issue that you are troubleshooting?
A. when you lack proper resources to resolve the issue
B. when you have gathered all available information about the issue
C. when you have been unable to resolve the issue after 30 minutes
D. when a more urgent issue that requires your intervention is detected

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2 thoughts on “When is the most appropriate time to escalate an issue that you are troubleshooting?

  1. That question is very poorly phrased.
    It all depends on the role you have, the company you work for and the urgency of the case.
    In some companies, you will be required to escalate once you exhaust your resources. For 1st line roles, you would be asked to hand over to the next level once you have collected all the relevant data. In companies in which SLA is measured by time, you might want to escalate within 30 minutes.
    It’s hard to believe that Cisco is including such questions in their CCNA exam – it’s a real dick move.
    The only “justification” I could think about, regarding this question, is that they are expecting you to know your responsibilities as a NETWORK ASSOCIATE (CCNA) and not necessarily in terms of how to do your job. Perhaps, for associate networking level positions, escalation should come after gathering all the technical information regarding an issue, but still, I’d say it’s hard to believe.

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