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Cisco 100-140 Exam Syllabus Topics:

TopicDetails
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
  • 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
  • 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 4
  • 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 5
  • 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 (Q115-Q120):

NEW QUESTION # 115
During a support call, a macOS user needs to verify their operating system version to troubleshoot compatibility issues with an application.
Which step should the technician recommend to accurately determine the macOS version?

Answer: D

Explanation:
Correct Answer. B. Click on the Apple menu and select "About This Mac" "About This Mac" from the Apple menu provides immediate, detailed information about the macOS version. This is the simplest and most direct method for users to find their OS version.
Option A is incorrect because "System Preferences" allows users to adjust settings but does not directly display the macOS version.
Option C is incorrect because while system_profiler in Terminal does provide extensive system details, it is more complex and may provide more information than necessary for just checking the OS version.
Option D is incorrect because navigating to System Preferences > Software Update primarily focuses on updating the software and might only incidentally display the current OS version.


NEW QUESTION # 116
A user is attempting to connect a USB-C equipped laptop to an external hard drive and a monitor simultaneously using a single USB-C port.
What feature must the USB-C port on the laptop have to support both these peripherals simultaneously?

Answer: D

Explanation:
Correct Answer. B. Alternate Mode USB-C ports with Alternate Mode functionality allow for transporting non-USB signals such as video (DisplayPort, HDMI). For a user to connect both an external hard drive and a monitor to the same USB-C port, the port must support Alternate Mode to handle the video output to the monitor while managing data transfer to and from the hard drive.
Option A is incorrect because Power Delivery relates to charging capabilities and does not by itself support video or data transfer functions needed for monitor and hard drive connectivity.
Option C is incorrect because Dual Role Power pertains to the ability of the port to supply and receive power but does not include data or video signal capabilities.
Option D is incorrect because USB On-The-Go is designed to allow USB devices like tablets and smartphones to act as a host, which is not relevant to this scenario involving a laptop.


NEW QUESTION # 117
During a PC Anywhere session, if a technician needs to access confidential files on the user's computer to troubleshoot an issue, what should they do?

Answer: B

Explanation:
Gaining explicit permission from the user before accessing confidential files is key to maintaining trust and ensuring compliance with privacy standards.
Option A is incorrect because assuming consent can lead to privacy violations and breaches of trust.
Option C is incorrect because transferring confidential files without strict necessity and proper security measures can create additional security risks.
Option D is incorrect as it might prevent the technician from addressing the issue effectively if accessing the files is necessary.


NEW QUESTION # 118
A user with mobility impairments struggles to type quickly and accurately on their MacBook.
Which accessibility feature should they be encouraged to use to improve their input efficiency?

Answer: B

Explanation:
Correct Answer. B. Voice Control Voice Control allows users to operate their Mac and dictate text through voice commands, significantly aiding those with mobility impairments by reducing the need for physical keyboard and mouse usage.
Option A is incorrect because Sticky Keys, while helpful, aids users who have difficulty pressing multiple keys at once, not in speeding up typing or reducing the physical need for typing Option C is incorrect as trackpad gestures still require manual dexterity that might be challenging for some users with mobility impairments Option D is incorrect because increasing mouse tracking speed helps with navigation speed but does not aid in input where typing is a challenge


NEW QUESTION # 119
A technician is troubleshooting a PC where the USB ports are not recognizing any devices.
Which Device Manager status message would likely indicate the source of the issue?

Answer: C

Explanation:
Correct Answer. B. "Windows cannot load the device driver for this hardware." This status message indicates that there is a problem with the device driver that could be causing the USB ports not to recognize connected devices. It suggests that the driver may be corrupted or incompatible and needs updating or reinstalling.
Option A is incorrect because it indicates that the device is functioning correctly, which does not align with the symptoms described.
Option C is incorrect because it suggests the device has been manually disabled, which is unlikely without user intervention.
Option D is incorrect because it would typically prompt an immediate action to install drivers, and the technician would likely have already checked this.


NEW QUESTION # 120
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