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Cisco 100-140 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 4

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 5

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 (Q522-Q527):

NEW QUESTION # 522
An IT support technician is helping a user troubleshoot a device driver issue. To which section of the Windows System Information tool should the technician guide the user to verify driver versions and device statuses?

A. Components > Sound Device
B. Components > Display
C. Hardware Resources > Conflicts/Sharing
D. System Summary

Answer: A

Explanation:
Correct Answer. B. Components > Sound Device For troubleshooting device driver issues, specifically for sound, the "Components > Sound Device" section of the Windows System Information tool is most relevant. This section provides information about the sound hardware installed on the PC, including driver versions and device status, which are crucial for diagnosing sound-related problems.
Option A is incorrect because System Summary gives a general overview but lacks specific details about individual device drivers.
Option C is incorrect because Hardware Resources > Conflicts/Sharing focuses on resource conflicts and does not provide detailed driver version information.
Option D is incorrect because Components > Display deals specifically with graphics devices and their drivers, which would not help in a sound device issue.

NEW QUESTION # 523
A user is attempting to use a Micro USB cable to transfer data from their digital camera to a computer, but the transfer rate is slower than expected. What should the IT support technician check first to address the issue?

A. Ensure the digital camera supports data transfers via Micro USB
B. Confirm that the computer's USB port is functional
C. Verify that the Micro USB cable is a USB 3.0 compatible cable
D. Check if the Micro USB cable is securely connected

Answer: C

Explanation:
Correct Answer. A. Verify that the Micro USB cable is a USB 3.0 compatible cable Micro USB cables can vary significantly in data transfer capabilities. A USB 3.0 compatible Micro USB cable offers faster data transfer rates compared to its USB 2.0 counterpart. Verifying that the cable is USB 3.0 compatible could resolve the issue of slower transfer rates.
Option B is incorrect because the question already implies that the digital camera supports data transfer via Micro USB.
Option C is incorrect because while a functional USB port is necessary, the slower transfer rate suggests a limitation with the cable's capabilities rather than the port's functionality.
Option D is incorrect because although ensuring a secure connection is important, it typically results in connection or no connection rather than a slower transfer rate.

NEW QUESTION # 524
During a team collaboration session on a mobile device, a user finds that they can send messages but not receive any replies.
What is the most likely setting they need to adjust?

A. Clear the app's cache
B. Increase the data limit on their mobile plan
C. Enable push notifications for the app
D. Check the app's permissions to access the network

Answer: D

Explanation:
Correct Answer. A. Check the app's permissions to access the network Ensuring that the collaboration app has the necessary permissions to access the network is crucial for two-way communication. If permissions are restricted, the app may not function correctly.
Option B is incorrect as push notifications affect how messages are alerted to the user but not the reception of messages within the app.
Option C is incorrect because data limits impact general data usage, which would typically affect both sending and receiving capabilities, not just one.
Option D is incorrect as clearing the cache generally resolves issues related to performance or outdated data, not specific network permissions.

NEW QUESTION # 525
During network troubleshooting, a technician needs to determine why a laptop connects to the network via WLAN but not when using a LAN cable.
What should be examined first?

A. Replace the WLAN router as it might be causing interference
B. Update the laptop's operating system to the latest version
C. Check the network credentials stored on the laptop
D. Ensure the laptop's network adapter is enabled and supports Ethernet

Answer: D

Explanation:
Correct Answer. A. Ensure the laptop's network adapter is enabled and supports Ethernet For a laptop that connects over Wi-Fi but not Ethernet, the first step is to verify that the Ethernet adapter is enabled and functional, as this is a common oversight.
Option B is incorrect. The WLAN router wouldn't interfere with an Ethernet connection.
Option C is incorrect. While important, an OS update is unlikely to affect only the Ethernet connectivity.
Option D is incorrect. Network credentials affecting WLAN would not impact Ethernet connectivity unless configured to do so, which is less common.

NEW QUESTION # 526
A user complains that their webcam image is very dark despite good ambient lighting. What should the technician suggest to correct this issue?

A. Adjust the exposure and brightness settings on the webcam software
B. Install a higher wattage bulb in the room
C. Increase the brightness setting on the user's monitor
D. Update the graphics card drivers

Answer: A

Explanation:
Correct Answer. B. Adjust the exposure and brightness settings on the webcam software Adjusting the webcam's software settings for exposure and brightness is the most direct way to improve image quality when the image appears dark but the ambient lighting is adequate.
Option A is incorrect. The monitor's brightness settings affect display output but do not influence the webcam's video capture.
Option C is incorrect. Graphics card drivers affect overall video output and performance but typically do not affect webcam brightness settings directly.
Option D is incorrect. While improving room lighting can help, the description indicates that ambient lighting is already good, pointing to a settings issue in the webcam software.

NEW QUESTION # 527
......

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