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Cisco 100-140 Exam Syllabus Topics:

Topic	Details
Topic 1	Hardware Uses: This domain targets a Desktop Support Technician and focuses on following basic safety procedures related to electrical shock, ESD, and fire hazards. It involves assisting users in locating information about devices including hardware specs and network details using Windows and macOS tools. It covers identifying and understanding various ports and cables, installing and upgrading desktop components like RAM and storage, and troubleshooting common hardware issues while managing driver and firmware updates.
Topic 2	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.
Topic 3	Common Threats and Prevention: This domain measures the knowledge of an IT Security Support Technician and covers recognizing end-user security threats including phishing, malware, and unauthorized access attempts. It emphasizes basic investigation steps, helping users run malware scans, promoting strong password practices, understanding social engineering tactics targeting help desk roles, and the importance of company policies and confidentiality guidelines to protect sensitive data.
Topic 4	Operating System and Application Issues: This part targets an Operating System Support Specialist and addresses resolving Windows and macOS issues, such as display settings, updates, permissions, power management, and data backup using cloud tools. It covers troubleshooting mobile device problems on iOS and Android operating systems and provides an understanding of virtualization and cloud concepts including major providers and virtual machines. This section also covers resolving common application issues like installation and security concerns.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q23-Q28):

NEW QUESTION # 23
During routine network maintenance, a technician wants to ensure that a newly installed router is accessible from various points on the corporate network.
Which command should be used?

A. traceroute to the router's IP address
B. ifconfig to check the router's interface configuration
C. telnet into the router to check its configuration
D. ping the router's IP address from multiple network segments

Answer: D

Explanation:
Correct Answer. A. ping the router's IP address from multiple network segments Ping is the ideal tool for verifying that the router is accessible from different parts of the network, allowing the technician to confirm basic connectivity and identify potential network partitioning issues quickly.
Option B is incorrect. ifconfig provides interface configuration but does not test connectivity from different network segments.
Option C is incorrect. telnet would be used for configuration checks and requires that the router is already reachable and configured for remote access.
Option D is incorrect. While traceroute provides a path that packets take, it's more detailed than necessary for a simple connectivity check and is better used after confirming the device is reachable via ping.

NEW QUESTION # 24
What is a crucial step a technician must take when using AI to process personal data during troubleshooting to mitigate privacy risks?

A. Use AI to collect as much personal data as possible to improve troubleshooting accuracy
B. Share AI-processed data with external vendors to gain insights on potential improvements
C. Ensure that all data used by AI is anonymized where feasible before processing
D. Allow AI full access to all company databases to enhance learning capabilities

Answer: C

Explanation:
Correct Answer. B. Ensure that all data used by AI is anonymized where feasible before processing Anonymizing data helps mitigate privacy risks by protecting user identity, making it a crucial step when personal data is processed through AI during troubleshooting tasks.
Option A is incorrect because collecting excessive personal data can increase privacy risks and violate data protection regulations.
Option C is incorrect as providing unrestricted access to all databases can expose sensitive data unnecessarily and increase security risks.
Option D is incorrect because sharing data with external vendors without strict controls and proper anonymization can lead to breaches of confidentiality.

NEW QUESTION # 25
You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following:
I am Jane Doe with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued.
What should you do?

A. Reset the password because Jane Doe has to process payroll immediately.
B. Call Jane Doe's manager using their company number to verity Jane Doe's needs and identity.
C. Request Jane Doe's call back number so thatyou can reset the password and call Jane Doe back to verify the reset was successful
D. Ask Jane Doe for their email address so that you can email them to verity identity.

Answer: B

Explanation:
Before performing a privileged action like a password reset, you must verify the caller's identity. Calling Jane Doe's manager at a known company number ensures proper authentication.

NEW QUESTION # 26
A user reports that their email application crashes every time they try to send an attachment. How should the technician proceed to accurately define the problem?

A. Update the user's email application to the latest version
B. Advise the user to use a web-based email service instead
C. Check if the problem occurs with all types of attachments or only specific ones
D. Increase the memory allocation for the email application

Answer: C

Explanation:
To accurately define the problem, the technician should determine if the crashing occurs with all attachments or only specific types or sizes, which will help in diagnosing whether the issue is related to the email client's handling of attachments or a problem with specific file types.
Option A is incorrect because updating the application, while often helpful, is a troubleshooting step that doesn't specifically define the problem.
Option C is incorrect as suggesting an alternative email service avoids addressing the root cause of the application crashes.
Option D is incorrect because increasing memory allocation without understanding the specific conditions under which the problem occurs does not define the problem accurately.

NEW QUESTION # 27
An Android user is unable to download updates for their apps, receiving a notification that there is insufficient storage space.
What should the user do first?

A. Update the Android OS to the latest version
B. Delete all photos and videos from the device
C. Clear the cache and data of apps using significant storage
D. Buy a new Android device with more storage

Answer: C

Explanation:
Correct Answer. A. Clear the cache and data of apps using significant storage Clearing the cache and data for apps that use significant amounts of storage can free up space, allowing for updates and new installations without deleting personal media like photos and videos.
Option B is incorrect because it involves unnecessary loss of personal data which may not be the optimal first step.
Option C is incorrect because purchasing a new device is an extreme and costly solution for a storage issue.
Option D is incorrect because updating the OS generally requires additional storage space, which wouldn't solve the immediate problem.

NEW QUESTION # 28
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