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Cisco 100-140 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q69-Q74):

NEW QUESTION # 69
A user with low vision needs to adjust their MacOS settings to enhance their ability to view screen content.
Which setting should the technician recommend they adjust first?

A. Adjust the sound settings
B. Increase the cursor size
C. Update the operating system
D. Change the keyboard preferences

Answer: B

Explanation:
Correct Answer. A. Increase the cursor size For users with low vision, increasing the cursor size can significantly improve their ability to navigate the computer screen effectively, making it a primary adjustment to consider.
Option B is incorrect because sound settings do not impact visual accessibility Option C is incorrect as keyboard preferences generally affect typing experience, not screen visibility Option D is incorrect because updating the operating system does not directly address specific accessibility needs unless the updates include specific enhancements for accessibility

NEW QUESTION # 70
A user needs to check the warranty and service coverage status of their MacBook Pro. Which section of the "About This Mac" should the IT support technician instruct the user to access?

A. Storage
B. Support
C. Overview
D. Displays

Answer: B

Explanation:
Correct Answer. D. Support The Support tab in the "About This Mac" window directs users to links where they can check their warranty and service coverage status by entering their device's serial number on the Apple website. This tab helps users quickly access service and support resources related to their Mac.
Option A is incorrect because the Overview tab provides general information about the Mac, such as the macOS version and hardware details, but not service or warranty coverage.
Option B is incorrect because the Displays tab only gives information about the screen's characteristics.
Option C is incorrect because the Storage tab shows details about the hard drive's capacity and available space, not support or warranty status.

NEW QUESTION # 71
During startup, a user notices that their computer is running slower than usual and suspects that unnecessary programs are loading at boot.
What should the technician recommend to manage startup programs effectively?

A. Format the hard drive and reinstall Windows
B. Run a full system antivirus scan
C. Increase the computer's RAM
D. Boot into Safe Mode and disable startup programs

Answer: D

Explanation:
Correct Answer. A. Boot into Safe Mode and disable startup programs Booting into Safe Mode provides a safe environment to disable unnecessary startup programs through the System Configuration utility (msconfig), which can help improve boot times and overall system performance.
Option B is incorrect because formatting and reinstalling Windows is an extreme measure that should only be considered when all other options have failed Option C is incorrect as an antivirus scan, while useful for detecting malware, does not directly assist with managing startup programs Option D is incorrect because adding RAM, although beneficial for overall performance, does not resolve issues with unnecessary programs loading at startup

NEW QUESTION # 72
Which functionality of a modern ticketing system most directly contributes to improving customer satisfaction with IT support services?

A. Gamification features that reward users for quick resolutions
B. Availability of a mobile app interface
C. Automatic escalation of unresolved tickets after a set period
D. Real-time analytics and reporting capabilities

Answer: C

Explanation:
Automatic escalation helps ensure that tickets do not stagnate and are escalated to higher support levels if not resolved within a predetermined timeframe. This responsiveness directly impacts customer satisfaction by demonstrating that their issues are being progressively addressed.
Option A is incorrect because gamification may motivate technicians but does not inherently improve customer satisfaction.
Option B is incorrect as analytics improve internal processes but do not directly enhance the customer's experience.
Option D is incorrect because while a mobile app may improve accessibility, it does not necessarily improve the resolution process or customer satisfaction.

NEW QUESTION # 73
During performance assessments, a technician wishes to determine the number of hops and the latency at each hop from their network to a remote IPv6 web service. Which command would provide the most detailed information?

A. traceroute6 www.example.com
B. ping6 www.example.com
C. ipconfig /all6
D. arp -a6

Answer: A

Explanation:
Correct Answer. B. traceroute6 www.example.com traceroute6 enables the technician to view each hop the packets make on their way to the destination, along with the time taken at each hop, providing a detailed view of the path and performance.
Option A is incorrect. While ping6 provides latency data to the destination, it lacks detailed per- hop information.
Option C is incorrect. ipconfig /all6 does not exist as a command; ipconfig /all displays network configuration for interfaces but does not trace routes.
Option D is incorrect. arp -a6 is a fictitious command; arp shows the IP to MAC address mappings and does not support IPv6 or provide routing diagnostics.

NEW QUESTION # 74
......

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100-140 Braindumps Pdf & Dumps 100-140 Discount

Cisco 100-140 Exam Syllabus Topics:

Dumps Cisco 100-140 Discount, New 100-140 Test Vce

Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q69-Q74):

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