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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	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	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 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.

Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q13-Q18):

NEW QUESTION # 13
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?

A. USB On-The-Go
B. Alternate Mode
C. Power Delivery
D. Dual Role Power

Answer: B

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 # 14
A client is unable to recall their computer's hostname and needs remote assistance to retrieve it using system tools on a Linux machine. The technician suggests using a specific command in the terminal.
Which command should the technician recommend?

A. ifconfig
B. uname -a
C. cat /etc/hosts
D. hostnamectl

Answer: D

Explanation:
Correct Answer. C. hostnamectl hostnamectl is the command specifically designed to query and change the system hostname and related settings in Linux. It provides a straightforward way to find out the current hostname.
Option A is incorrect because ifconfig is used to configure, or view the configuration of, network interfaces and does not provide information about the hostname.
Option B is incorrect because uname -a displays all available system information (kernel name, nodename, kernel release, kernel version, machine, processor, hardware platform, and operating system), which may include the hostname but is not primarily used for this purpose.
Option D is incorrect because cat /etc/hosts shows the static table lookup for hostnames, which is not necessarily the best method to find out the current hostname of the system.

NEW QUESTION # 15
Joe calls in to report internet outages. A customer service technician enters the trouble ticket shown below.
Review the trouble ticket below and classify which parts of this ticket follow documentation best practices.

Move the description to each label to identify whether the part of the documentation referenced by the label meets documentation best practices or does not meet documentation correct practices.
Note: You will receive partial credit for each correct answer.

Answer:

Explanation:

NEW QUESTION # 16
An external SSD that was functioning correctly with a Windows machine is now failing to work on a Mac.
What should the technician check first to resolve this issue?

A. Replace the SSD's USB cable
B. Update the SSD firmware to the latest version
C. Check the network settings on the Mac
D. Reformat the SSD to a file system compatible with both operating systems

Answer: D

Explanation:
Correct Answer. A. Reformat the SSD to a file system compatible with both operating systems To ensure compatibility across different operating systems, the SSD should be formatted with a file system that both Windows and Mac can read and write, such as exFAT.
Option B is incorrect. If the drive was working previously on another machine without cable issues, the cable is likely not at fault.
Option C is incorrect. While firmware updates can resolve some issues, file system compatibility is a more likely cause when switching between OS types.
Option D is incorrect. Network settings would not impact the recognition of a directly connected external SSD.

NEW QUESTION # 17
A technician is scheduled to replace a broken LCD screen on a laptop. What is the most important safety procedure to follow before starting the repair?

A. Work on a metal surface to keep the tools organized
B. Disconnect the laptop from any power source and remove the battery
C. Start by cleaning the broken screen with a wet cloth
D. Test the broken screen one more time to ensure it is not functioning

Answer: B

Explanation:
Disconnect the laptop from any power source and remove the battery To ensure personal safety, it is essential to disconnect the laptop from all power sources and remove the battery before starting any repair, especially on electrical components like an LCD screen. This prevents any electrical shock or short-circuiting during the repair.
Option A is incorrect because working on a metal surface could increase the risk of electrical conductivity and shock.
Option C is incorrect because using a wet cloth can lead to moisture entering the device, which is hazardous.
Option D is incorrect as testing the screen while connected to a power source can be dangerous and does not contribute to personal safety.

NEW QUESTION # 18
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