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Cisco 100-140 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Job Roles: This section evaluates an IT Support Technician’s ability to use remote access tools (such as Remote Desktop, Cisco Webex, and TeamViewer) to assist users and perform support activities. It also includes utilizing troubleshooting tools and resources, such as AI research, search engines, technical forums, and knowledge bases, while being aware of ethical, privacy, and security considerations related to AI and other technologies.
Topic 2
  • IT Support Job Tasks and Responsibilities: This section of the exam measures skills of an IT Support Specialist and covers foundational help desk concepts such as queue and time management, ticketing systems, service level agreements (SLA), and key performance indicators (KPIs). It includes preparing clear and comprehensive documentation summarizing customer interactions and describes the problem-solving process involving defining issues, collecting information, analyzing causes, implementing solutions, and recording results.
Topic 3
  • Connectivity and Resource Access Issues: This section measures skills of a Network Support Technician and involves assisting users to establish access to network resources, understanding directory services like Active Directory and cloud access management platforms, and managing multifactor authentication. It also includes troubleshooting connectivity problems with peripherals such as printers, scanners, and teleconferencing devices, as well as verifying basic network settings and diagnosing connectivity using various network commands and tools.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q48-Q53):

NEW QUESTION # 48
What should a technician consider when updating internal knowledge base articles after troubleshooting a recurring network issue?

Answer: B

Explanation:
Correct Answer. C. Provide a detailed account of the troubleshooting process, including both failed attempts and successful strategies Detailing the entire troubleshooting process helps in future problem- solving by providing insights into what does and does not work, facilitating better understanding and quicker resolutions.
Option A is incorrect as documenting every attempted solution without context can lead to information overload and reduce the usefulness of the knowledge base.
Option B is incorrect because while it is important to highlight successful solutions, understanding the context and failure points can also be valuable.
Option D is incorrect because while accessibility is important, technical accuracy and specificity should not be sacrificed; technical terms can be defined within the article.


NEW QUESTION # 49
After successfully resolving an intermittent network connectivity issue by adjusting the DHCP settings, what is the most critical next step for the IT support technician?

Answer: D

Explanation:
Correct Answer. B. Record the details of the change, including the original issue, the implemented solution, and its effectiveness in the IT documentation system Documenting the problem and the solution in a structured IT documentation system is essential for future reference and for other team members who may encounter similar issues. It ensures consistency and efficiency in handling future related problems.
Option A is incorrect because an informal email does not ensure that the resolution is recorded in a structured or accessible manner.
Option C is incorrect because a team meeting is less immediate and less effective as a documentation method compared to directly updating the IT documentation system.
Option D is incorrect as posting on a bulletin board is not an appropriate method for documenting technical changes for IT support reference.


NEW QUESTION # 50
After clearing a paper jam from a laser printer, the error persists. What is the likely cause, and what action should the technician take?

Answer: C

Explanation:
Correct Answer. A. Check for residual small paper pieces in the printer Small pieces of paper left in the printer after a jam can continue to trigger the paper jam sensor. A thorough inspection to remove all debris is necessary.
Option B is incorrect. Calibration is not typically required after clearing a jam unless it involves print quality issues.
Option C is incorrect. Humidity affects paper quality and feed, but it is not relevant to clearing a jam error.
Option D is incorrect. Network settings impact connectivity and have no relation to mechanical paper jams.


NEW QUESTION # 51
A user's workstation fails to complete Windows updates, continuously looping on the "Configuring updates" screen.
What is the most effective first step to troubleshoot this issue?

Answer: D

Explanation:
The Windows Update Troubleshooter is designed to automatically diagnose and fix common problems with Windows Update, which can resolve issues related to updates not installing correctly.
Option B is incorrect as it might be a valid step but it is more technical and not the first step before using built-in troubleshooting tools Option C is incorrect because disconnecting from the network will not solve issues related to updates that have already been downloaded and are being configured Option D is incorrect because manually installing updates does not address potential underlying problems with the update process itself and is more complex for most users


NEW QUESTION # 52
An individual approaches you in the office lobby, dressed in a technician uniform, and claims they need access to your department's server room to perform routine maintenance. The individual does not have an accompanying employee badge.
What should you do?

Answer: A

Explanation:
Correct Answer. C. Deny access and refer them to your manager or security for verification Denying access until the individual's identity and purpose are confirmed by authorized personnel ensures the security of sensitive areas and information.
Option A is incorrect. Allowing access based on appearance alone can lead to security breaches.
Option B is incorrect. Escorting without verification still risks unauthorized access.
Option D is incorrect. Leaving the technician unverified compromises security and does not ensure that they are authorized to be there.


NEW QUESTION # 53
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