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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | CCST IT Support |
| Exam Number: | 100-140 |
| Certificate Validity Period: | 3 years |
| Available Languages: | Japanese, English, French, Arabic, Portuguese (Brazil), Chinese (Simplified), Spanish |
| Exam Format: | Multiple Select, Drag and Drop, Multiple Choice, Scenario-based |
| Exam Price: | USD 125 |
| Exam Duration: | 50 minutes |
| Passing Score: | 825 out of 1000 |
| Real Exam Qty: | 40-50 |
| Related Certifications: | Cisco Certified Support Technician (CCST) Networking CCNA |
| Recommended Training: | Cisco CCST IT Support Official Cert Guide Cisco Networking Academy |
| Exam Registration: | Pearson VUE Registration |
| Sample Questions: | Cisco 100-140 Sample Questions |
| Exam Way: | Online proctored or in-person at Pearson VUE test centers |
| Pre Condition: | No formal prerequisites; open to all candidates |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/ccst-it-support.html |
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질문 # 47
A user reports that they can access websites via their IP addresses but not through their domain names.
What is the most likely cause of this issue?
정답：C
설명：
Correct Answer. C. The DNS server settings are incorrect or the server is down DNS resolves domain names to IP addresses. If a user can access websites via IP but not domain names, it indicates a problem with DNS resolution, which could be due to incorrect settings or server issues.
Option A is incorrect. DHCP issues would affect IP address allocation but not DNS resolution directly.
Option B is incorrect. An outdated browser might cause issues with rendering but would not prevent DNS resolution.
Option D is incorrect. If the firewall were blocking HTTP traffic, the user would not be able to access websites by IP address either.
질문 # 48
Which three practices help create clear, concise, and factual documentation for a help desk ticket? (Choose three.) Note: You will receive partial credit for each correct response.
정답：B,C,D
설명：
Comprehensive and Detailed Explanation From Cisco Certified Support Technician (CCST) Official Cert Guide Effective help desk documentation provides an accurate, structured, and reusable record of customer issues, troubleshooting activities, and final resolutions. Cisco emphasizes that technical documentation must be clear, concise, factual, and sufficiently comprehensive to support future troubleshooting.
Option A - Correct: A detailed problem description records the symptoms, error messages, affected systems, and relevant circumstances. Specific information enables technicians to understand the problem without repeatedly contacting the customer.
Option B - Correct: Resolution details document the actions performed, configuration changes, corrective measures, and verification results. These records establish accountability and support future incident resolution.
Option D - Correct: Assigning a category classifies tickets according to their technical nature, such as hardware, software, network, or user account issues. Categorization improves routing, reporting, prioritization, and knowledge-base organization.
Why the remaining options are incorrect:
C - Use shorthand: Unexplained abbreviations and informal shorthand can introduce ambiguity, particularly when tickets are reviewed by other support technicians.
E - Write a general description: An overly general description lacks the technical specificity required for accurate diagnosis and effective knowledge transfer.
The Cisco CCST documentation framework stresses that ticket records should communicate the reported issue, troubleshooting procedures, and resulting outcome in an objective manner.
References:
Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide, Chapter 1: Help Desk
- Ticketing Systems, page 21; Documentation, page 23.
Cisco CCST IT Support Official Exam Topics, Domain 1.2: Prepare Documentation to Summarize a Customer Interaction.
Cisco CCST IT Support Pearson Cert Prep, Lesson 3: How to Build Relevant Documentation to Support Customer Engagements.
Study & Practice+2
질문 # 49
What should a help desk technician do first if they receive an unexpected call from someone claiming to be an executive requesting immediate access to sensitive information?
정답：D
설명：
Correct Answer. B. Verify the caller's identity through known internal channels before proceeding Verifying the caller's identity through direct, trusted company channels is crucial to prevent potential social engineering where an attacker might impersonate a company executive.
Option A is incorrect because providing sensitive information without verification is risky and violates standard security protocols.
Option C is incorrect because sending an email does not verify the identity of the requester and may still allow social engineering tactics to succeed.
Option D is incorrect because simply hanging up could potentially disregard a legitimate request and fails to confirm or deny the authenticity of the call.
질문 # 50
During a presentation, a user's interactive flat panel suddenly stops recognizing touch input on one side of the screen.
What is the most likely solution to this problem?
정답：C
설명：
Correct Answer. C. Re-calibrate the touch functionality of the flat panel Partial unresponsiveness in touch panels often arises from calibration issues. Re-calibrating can help ensure that touch inputs are recognized correctly across the entire surface.
Option A is incorrect. Graphics drivers affect the display output but not the touch input functionality.
Option B is incorrect. Extending the desktop alters how content is displayed, not how it interacts with touch inputs.
Option D is incorrect. Replacing the device is premature without first attempting recalibration.
질문 # 51
You've completed a support call where the issue was resolved by adjusting specific security settings in the customer's software after multiple attempts with other solutions. What is the best way to document this interaction for future reference?
정답：D
설명：
Correct Answer. B. Include a detailed account of all attempts, both successful and unsuccessful, with an emphasis on the final solution This approach ensures that the documentation is comprehensive, providing insight into what does not work as well as what does, which can be invaluable for troubleshooting similar issues in the future.
Option A is incorrect. Omitting unsuccessful attempts loses valuable troubleshooting information that might be useful for understanding the issue comprehensively.
Option C is incorrect. A lack of detailed description can hinder future troubleshooting efforts if the same problem arises again.
Option D is incorrect. Excluding the context of the problem makes the documentation less useful for understanding why the particular solution was effective.
질문 # 52
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