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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	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.
Topic 3	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 4	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 5	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.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q30-Q35):

NEW QUESTION # 30
A user reports that incoming faxes are consistently incomplete or cut off. What is the most likely adjustment needed to resolve this issue?

A. Increase the baud rate on the fax machine
B. Decrease the baud rate on the fax machine
C. Reset the fax machine to its default settings
D. Replace the fax machine's phone cord

Answer: B

Explanation:
Correct Answer. B. Decrease the baud rate on the fax machine Decreasing the baud rate can improve the reliability of the fax transmission, particularly over poor quality phone lines, which can be a cause of incomplete faxes.
Option A is incorrect. Increasing the baud rate might worsen the issue if the phone line quality is poor.
Option C is incorrect. Resetting the machine may revert settings, but it won't specifically address issues related to transmission errors.
Option D is incorrect. Replacing the phone cord is advisable if physical damage is evident, but it does not directly relate to the transmission rate issues.

NEW QUESTION # 31
A technician observes that a desktop computer intermittently loses power despite being securely plugged into a wall socket.
What should be the technician's next step to diagnose this issue?

A. Test the power supply unit with a multimeter
B. Replace the computer's hard drive
C. Install more RAM
D. Reinstall the operating system

Answer: A

Explanation:
Intermittent power loss could indicate a problem with the power supply unit. Testing it with a multimeter helps verify whether the unit is delivering consistent and adequate voltage, essential for the computer's operation.
Option A is incorrect because replacing the hard drive does not address power supply issues.
Option C is incorrect because an operating system reinstallation does not solve hardware-related power issues.
Option D is incorrect because additional RAM has no impact on power supply stability.

NEW QUESTION # 32
What should technicians be cautious of before updating firmware on critical systems?

A. Ensuring the firmware is sourced from unofficial third-party sites for faster access
B. Ensuring there is a backup before applying the update
C. Scheduling the update during peak business hours to ensure immediate support is available
D. Checking the firmware version to make sure it matches exactly what is required

Answer: B

Explanation:
Correct Answer. D. Ensuring there is a backup before applying the update It's crucial to have a backup of the system's configuration and data before applying firmware updates to critical systems, to prevent data loss in case the update fails or causes problems.
Option A is incorrect because firmware should always be sourced from official or trusted sources to avoid the risks of installing malicious or incompatible updates.
Option B is incorrect because while it's important to check firmware versions, the most critical precaution is to have a backup.
Option C is incorrect because updates should ideally be scheduled during off-peak hours to minimize disruption to business operations.

NEW QUESTION # 33
What is a key security practice when using Remote Desktop to provide support?

A. Disconnect from the Remote Desktop as soon as the support task is completed
B. Transfer all necessary files to the technician's computer before starting work
C. Use the highest possible resolution to improve the visibility of details on the user's screen
D. Allow multiple connections to the same session for efficiency

Answer: A

Explanation:
Correct Answer. B. Disconnect from the Remote Desktop as soon as the support task is completed Promptly disconnecting from the Remote Desktop session once support tasks are completed minimizes the window of opportunity for any potential unauthorized access or security risks.
Option A is incorrect because screen resolution does not impact security practices.
Option C is incorrect because allowing multiple connections can increase security risks and complicate session control.
Option D is incorrect as transferring files unnecessarily can create data security risks and should be avoided unless essential for the support task.

NEW QUESTION # 34
A support technician notices that during peak times, the help desk experiences a backlog of tickets, causing delays in response times.
Which queue management technique could best help to alleviate this situation?

A. Introducing a first-come, first-served policy
B. Increasing the time each technician spends on a ticket
C. Implementing a round-robin ticket assignment
D. Deploying additional staff during peak times

Answer: D

Explanation:
Correct Answer. C. Deploying additional staff during peak times Deploying additional staff during peak times is an effective queue management strategy to handle increased ticket volume and prevent backlogs. This approach allows the help desk to maintain efficient service levels during high-demand periods by matching staffing levels to ticket inflows.
Option A is incorrect because round-robin assignment distributes tickets evenly but doesn't address the increased volume of tickets during peak times.
Option B is incorrect because a first-come, first-served policy might still lead to backlogs if the volume exceeds processing capacity.
Option D is incorrect because increasing the time each technician spends on a ticket could actually worsen the backlog if not enough technicians are available.

NEW QUESTION # 35
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