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Cisco 100-140 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 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.
Topic 4
  • 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.

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q594-Q599):

NEW QUESTION # 594
What is a critical step a technician must take before starting a remote session with TeamViewer to ensure the security of the connection?

Answer: B

Explanation:
Correct Answer. A. Ensure both the technician and the user are using the latest version of TeamViewer Ensuring that both parties are using the latest version of TeamViewer is essential for maintaining security, as updates often include patches for vulnerabilities that could be exploited during a remote session.
Option B is incorrect as sharing passwords over the phone can be insecure and violates basic security protocols.
Option C is incorrect because allowing full control by default can expose critical systems and data to unnecessary risks.
Option D is incorrect because using the same session ID repeatedly can compromise security, especially if the ID becomes known to unauthorized parties.


NEW QUESTION # 595
What is the primary difference between predictive AI and generative AI when used in troubleshooting?

Answer: A

Explanation:
Correct Answer. A. Predictive AI identifies existing patterns in data to forecast outcomes, while generative AI creates new data and simulations based on learned data patterns Predictive AI is used primarily to analyze historical data and predict future outcomes, which is valuable in identifying likely failures or issues based on past events. Generative AI, however, uses its understanding from data to generate new content, scenarios, or data simulations, which can be useful in modeling potential solutions or creating new data environments for testing.
Option B is incorrect because neither form of AI completely replaces human decision-making; each type supports different aspects of troubleshooting.
Option C is incorrect as both types of AI can be utilized in various IT and security contexts, not just exclusively as stated.
Option D is incorrect because it misrepresents the capabilities of both predictive and generative AI.


NEW QUESTION # 596
A technician receives a report that an application is crashing frequently. What should the technician ask to gather detailed information effectively?

Answer: B

Explanation:
Asking when the problem began and what changes were made prior to the issue starting provides crucial context that can help identify the cause of the crashes. This question aims to gather a timeline and understand any recent modifications that could be impacting the application's stability.
Option A is incorrect because while the time of the crash might be useful for spotting patterns, it does not provide comprehensive information about the cause.
Option B is incorrect because suggesting a different application does not address or gather details about the current issue.
Option D is incorrect because offering to reinstall the application does not collect any information needed to diagnose the reason for the crashes.


NEW QUESTION # 597
A technician is helping a user set up a workstation where the user wishes to charge multiple devices using Micro USB cables. The user complains that some devices are not charging. What advice should the technician provide to troubleshoot this problem effectively?

Answer: D

Explanation:
Correct Answer. B. Check if the power source delivers adequate amperage for charging multiple devices When multiple devices are charged from a single source using Micro USB cables, it is crucial to ensure that the power source can deliver adequate amperage to handle multiple devices. Insufficient power supply can result in some devices not charging properly.
Option A is incorrect because simply replacing Micro USB cables with USB-C cables does not address the issue if the devices specifically require Micro USB.
Option C is incorrect because it is not feasible to charge multiple devices simultaneously using a single Micro USB cable.
Option D is incorrect because the compatibility of devices with wireless charging does not solve the issue of charging with Micro USB cables.


NEW QUESTION # 598
When a technician is using internal knowledge base articles to resolve a newly reported bug in software, what is the best approach to ensure effective troubleshooting?

Answer: C

Explanation:
Correct Answer. C. Cross-reference multiple articles to ensure a comprehensive understanding of similar past issues Cross-referencing allows technicians to understand various angles and solutions that have been effective in the past, providing a thorough background for making informed decisions.
Option A is incorrect because older solutions may not be relevant to current software environments or bug manifestations.
Option B is incorrect as recent articles alone may not capture the full context or range of solutions necessary for effective troubleshooting.
Option D is incorrect because complexity does not inherently correlate with effectiveness, and simpler solutions may often be more appropriate.


NEW QUESTION # 599
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