Cisco 100-140 Cisco Certified Support Technician (CCST) IT Support Exam Practice Test

A user calls help desk to report that they cannot connect to the company's internal WiFi network.

The help desk technician is following the problem-solving process to resolve the user's issue. After defining the problem and gathering detailed information, the technician suspects the most probable cause of the issue is a misconfiguration in the user's network settings.

What should the technician do next?

Move all the problem-solving steps to the answer area and place them in the correct order.

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.

A user reports the following:

I recently got a prompt on my Mac to give an app permissions. I accidentally clicked Deny. Now I can't open the app.

You need to tell the user where to go to grant the necessary permissions to the application.

Which feature should they use?

You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following:

I am Jane Doe with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued.

What should you do?

You receive an email from a user with the display name of the President of your company. The email requests that you do them a favor and purchase gift cards and send the gift cards to an email address provided.

What should you do?

You consider using AI to find solutions to common Help Desk issues at your company.

For each statement about AI, select True or False.

Note: You will receive partial credit for each correct selection.

You resolve a customer's printing issue.

How should you document the incident?

Which three pieces of information would be considered Personally Identifiable Information (PII)? (Choose three.)

Note: You will receive partial credit for each correct selection.

An office uses a DHCP server for all computers on the network. A user calls to report problems connecting to the network. You discover that the computer has been configured with a manual IP address.

Which two possible negative effects could this have? (Choose two.)

Note: You will receive partial credit for each correct selection.

Move the interface types from the list on the left to their representations in the image on the right. You will not use all interface types in the list.

Note: You will receive partial credit for each correct response.

Which action must a service desk technician take to resolve a printer driver failure on a desktop PC?)