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Cisco 100-140 Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 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

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 (Q309-Q314):

NEW QUESTION # 309
A healthcare organization needs to ensure that their data is stored in compliance with regional regulations.
Which Azure service provides the best solution for compliant, geo-redundant storage?

A. Azure Geo-Redundant Storage (GRS)
B. Azure Active Directory
C. Azure Site Recovery
D. Azure SQL Database

Answer: A

Explanation:
Azure Geo-Redundant Storage (GRS) replicates data to a secondary region far from the primary location, ensuring data durability and compliance with regulations that require geographic redundancy.
Option A is incorrect because Azure Active Directory is a cloud-based identity and access management service, not a data storage solution.
Option B is incorrect as Azure Site Recovery is primarily used for business continuity and disaster recovery, not for data storage compliance.
Option C is incorrect because, while Azure SQL Database provides scalable and secure database services, it does not inherently offer geo-redundancy like GRS.

NEW QUESTION # 310
What is an important security measure to implement during a remote management session to ensure the integrity of the user's system?

A. Record the session without informing the user to have evidence of all actions taken
B. Use the user's login credentials to test the system post-repair
C. Allow multiple technicians to join the session to provide quicker problem resolution
D. Utilize robust authentication methods before establishing a remote connection

Answer: D

Explanation:
Correct Answer. B. Utilize robust authentication methods before establishing a remote connection Strong authentication methods help prevent unauthorized access, ensuring that only the technician who is authorized to resolve the issue can access the system.
Option A is incorrect because recording the session without user consent may violate privacy policies.
Option C is incorrect because having multiple technicians join could complicate the session and potentially lead to security lapses.
Option D is incorrect as using the user's credentials can breach trust and contravene standard security protocols.

NEW QUESTION # 311
A user reports intermittent network connectivity issues. Upon investigation, the technician observes that the user's IP address occasionally changes to an APIPA address.
What is the most likely cause?

A. The network is experiencing high levels of packet loss
B. The DHCP lease is expiring and not being renewed
C. There is an IP address conflict with another device on the network
D. The user's network card is defective

Answer: B

Explanation:
Correct Answer. C. The DHCP lease is expiring and not being renewed Intermittent switching to an APIPA address suggests that the DHCP lease is not successfully renewing, possibly due to temporary DHCP server outages or communication problems.
Option A is incorrect. A defective network card would more likely result in no connectivity, not intermittent APIPA assignment.
Option B is incorrect. While packet loss can affect connectivity, it does not directly cause APIPA assignments.
Option D is incorrect. IP address conflicts usually result in network errors or warnings but do not typically trigger APIPA assignments.

NEW QUESTION # 312
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. ping6 www.example.com
B. traceroute6 www.example.com
C. arp -a6
D. ipconfig /all6

Answer: B

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 # 313
After updating their browser, a MacOS user notices that some websites do not display correctly.
What should they do to correct this?

A. Contact the website's support team
B. Clear the browser cache to remove outdated files
C. Change the browser's security settings
D. Switch to a different browser

Answer: B

Explanation:
Correct Answer. B. Clear the browser cache to remove outdated files Clearing the browser cache following an update can help resolve display issues by ensuring that the browser loads the most current versions of web pages instead of relying on outdated cached versions.
Option A is incorrect as security settings typically do not affect how web pages are displayed post-update Option C is incorrect as switching browsers does not solve the underlying issue with the current browser's cached data Option D is incorrect because the issue is likely related to local cache problems, not the website itself

NEW QUESTION # 314
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