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100-140 exam dumps: 390 free Cisco CCST IT Support practice questions

Free 100-140 practice questions for the Cisco Certified Support Technician (CCST) IT Support exam, with the correct answer and a full explanation for every option. Read the first 10 below, browse all 390 by number, or take a timed practice exam.

Question bank last updated January 2025

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Free 100-140 practice questions

Questions 1 to 10 of 390

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100-140 Question 1

Single answer

A company employee reports that they are unable to access a cloud-based application critical for their daily tasks. As part of your IT support responsibilities, what is the most appropriate first step to take in troubleshooting this issue?

A
Verify the employee's internet connection and ensure it is working properly.
B
Immediately escalate the issue to the application vendor's support team.
C
Reinstall the cloud-based application on the employee's device.
D
Reset the employee's password for the cloud-based application without verifying the issue.

Show answer and explanation

Correct answer: A

Explanation

The first step in IT support is to identify and eliminate basic issues before escalating or taking more complex actions. Internet connectivity is essential for accessing cloud-based applications, making it the most appropriate first step to troubleshoot in this scenario.

A. Correct.
Verifying the employee's internet connection is the first logical step in troubleshooting because many cloud-based applications rely on internet connectivity. If the internet connection is not working, other steps would not resolve the issue.
B. Incorrect.
Escalating the issue to the vendor's support team immediately is premature. Basic troubleshooting steps, such as verifying connectivity, should be performed first.
C. Incorrect.
Reinstalling the application without confirming whether the issue is related to the application itself would be inefficient and unnecessary at this stage.
D. Incorrect.
Resetting the password without verifying the actual problem may not address the root cause, especially if the issue is unrelated to login credentials.

100-140 Question 2

Single answer

You are an IT support technician at a small company. A user reports that they cannot access their email account using the desktop client, but they can log in successfully through the web browser. What is the most appropriate action for you to take first?

A
Check the user's desktop email client configuration settings.
B
Reset the user's email account password immediately.
C
Reinstall the desktop email client software.
D
Escalate the issue to the network administrator.

Show answer and explanation

Correct answer: A

Explanation

In IT support, it is critical to follow a structured troubleshooting process to identify the root cause of an issue. Since the user can access their email through the web browser, the problem is likely specific to the desktop email client. The first logical step is to verify the configuration settings, such as server addresses, ports, and authentication methods, before considering more advanced actions or escalation.

A. Correct.
This is the correct answer. Checking the configuration settings of the desktop email client is a logical first step to identify if incorrect settings, such as server addresses or authentication methods, are causing the issue.
B. Incorrect.
Resetting the password is unnecessary in this scenario as the user can successfully log in through the web browser, which indicates that the credentials are correct.
C. Incorrect.
Reinstalling the email client is a drastic step and should not be the first action. Basic troubleshooting steps, such as verifying the configuration, should be performed first.
D. Incorrect.
Escalating the issue to the network administrator prematurely is not appropriate because the problem appears to be localized to the desktop client, and basic troubleshooting should be performed before involving other teams.

100-140 Question 3

Select 2

You are an IT support technician at a mid-sized company. An employee submits a ticket reporting that their laptop cannot connect to the corporate Wi-Fi network, while other devices in the same area are connected without issues. Which of the following actions should you take as part of your job responsibilities? (Choose two.)

A
Verify that the Wi-Fi is enabled on the employee's laptop.
B
Escalate the issue immediately to the network engineering team without any troubleshooting.
C
Check if the employee's laptop is in airplane mode.
D
Instruct the employee to purchase a new laptop and reimburse them later.
E
Perform a network-wide reset to ensure no devices are causing interference.

Show answer and explanation

Correct answers: A, C

Explanation

As an IT support technician, your role involves basic troubleshooting for end-user devices before escalating issues. Checking whether the laptop's Wi-Fi is enabled and ensuring it is not in airplane mode are both valid first steps in diagnosing why the employee cannot connect to the Wi-Fi. Escalation, device replacement, or large-scale network resets should only be considered after exhausting appropriate troubleshooting steps.

A. Correct.
Verifying that the Wi-Fi is enabled on the laptop is a basic troubleshooting step and falls under the job responsibilities of an IT support technician.
B. Incorrect.
Escalating the issue immediately without attempting any troubleshooting is not appropriate for this scenario, as the issue appears isolated to the employee's laptop.
C. Correct.
Checking if the laptop is in airplane mode is a valid troubleshooting step, as this setting can disable all network connections, including Wi-Fi.
D. Incorrect.
Instructing the employee to purchase a new laptop is not an appropriate or professional response to this issue.
E. Incorrect.
Performing a network-wide reset is unnecessary and could disrupt services for other employees. This is not a standard troubleshooting step for an isolated issue.

100-140 Question 4

Single answer

A company’s help desk team receives a ticket from an employee who is unable to access a shared network drive. The help desk agent begins by gathering details about the issue, verifies the employee’s permissions, and checks if the shared drive server is online. Which key help desk concept is the agent demonstrating in this scenario?

A
Problem prioritization
B
Troubleshooting methodology
C
Escalation process
D
Knowledge management

Show answer and explanation

Correct answer: B

Explanation

The correct answer is 'Troubleshooting methodology' because the help desk agent is systematically gathering details, verifying permissions, and checking server status to identify the root cause of the issue. This structured approach is a key concept in help desk operations and ensures issues are resolved efficiently and accurately.

A. Incorrect.
Problem prioritization focuses on determining the urgency and importance of a ticket to decide the order in which issues should be addressed. While this is important, it is not what is being demonstrated in this scenario.
B. Correct.
Troubleshooting methodology involves a systematic approach to diagnosing and resolving an issue. In this scenario, the agent is following a logical sequence of steps to identify the cause of the problem, making this the correct answer.
C. Incorrect.
The escalation process refers to transferring a ticket to a higher-level support team when the issue cannot be resolved at the current level. There is no indication in the scenario that escalation is occurring.
D. Incorrect.
Knowledge management involves creating, maintaining, and using a repository of information to resolve issues efficiently. While helpful, it is not the primary concept being demonstrated in this scenario.

100-140 Question 5

Single answer

A user contacts the help desk reporting that they are unable to access their email account. As a help desk technician, what is the first step you should take following standard help desk procedures?

A
Verify the user's identity to ensure they are authorized to access the account.
B
Reset the user's email password immediately to resolve the issue.
C
Escalate the issue to a higher-level technician without troubleshooting.
D
Check the email server status to see if there is a system-wide outage.

Show answer and explanation

Correct answer: A

Explanation

Help desk technicians must follow standard procedures to ensure both efficiency and security. Verifying the user's identity is a critical first step to confirm authorization before troubleshooting or resolving issues. This prevents unauthorized access and aligns with best practices in help desk operations.

A. Correct.
Verifying the user's identity is the first step in ensuring security while handling any help desk request. This is a standard help desk procedure to prevent unauthorized access.
B. Incorrect.
Resetting the user’s password immediately is premature without first verifying their identity or understanding the root cause of the problem.
C. Incorrect.
Escalating the issue without any troubleshooting is not in line with help desk best practices. Initial troubleshooting should always take place before escalation.
D. Incorrect.
Checking the email server status is important but not the first step. Verifying the user's identity comes first to ensure you are assisting the correct person.

100-140 Question 6

Single answer

You are a newly hired IT support technician at a company. A user contacts the help desk, reporting that they cannot access their email. As part of the troubleshooting process, you ask the user several clarifying questions to gather more details about the issue. Which key help desk concept does this approach demonstrate?

A
Incident management
B
Active listening
C
Service level agreement (SLA)
D
Escalation procedure

Show answer and explanation

Correct answer: B

Explanation

Active listening is a fundamental help desk concept that enables IT support technicians to effectively understand the user's issue by asking clarifying questions, paraphrasing, and confirming details. This ensures that the problem is accurately identified and addressed, contributing to a smoother resolution process.

A. Incorrect.
Incident management refers to the overall process of identifying, analyzing, and resolving incidents to restore normal service operation. While related, it does not specifically describe the act of asking clarifying questions to gather details.
B. Correct.
Active listening is a key help desk concept that involves paying attention to the user's concerns, asking clarifying questions, and ensuring a full understanding of the issue before proceeding with resolution.
C. Incorrect.
Service level agreement (SLA) defines the agreed-upon level of service between a provider and a customer, such as response or resolution times. It does not involve gathering information directly from the user.
D. Incorrect.
Escalation procedure refers to the process of transferring an issue to a higher level of support if it cannot be resolved at the current level. It is not directly related to asking clarifying questions.

100-140 Question 7

Single answer

You are an IT support technician managing a ticketing system for a company. A critical issue ticket has been open for 8 hours, and your company’s SLA for critical issues requires resolution within 12 hours. You also have 5 non-critical tickets in your queue that are nearing their SLA deadlines of 24 hours. How should you prioritize your work to stay compliant with the SLA and improve KPIs?

A
Focus on resolving the critical issue first and reassign the non-critical tickets to another team member.
B
Work on the non-critical tickets first to ensure all tickets are resolved before their SLAs expire.
C
Resolve the critical issue first because it has a shorter SLA deadline and greater impact.
D
Split your time equally between the critical issue and the non-critical tickets to make progress on all tickets.

Show answer and explanation

Correct answer: C

Explanation

In IT support, prioritizing tasks based on SLA deadlines and ticket priorities is essential. Critical issues often have shorter SLA deadlines and greater business impact, so resolving them first ensures SLA compliance and improves KPIs related to resolving high-priority tickets. Non-critical tickets with longer SLAs can be addressed later without breaching deadlines.

A. Incorrect.
Focusing on the critical issue and reassigning non-critical tickets may work, but reassignment depends on team capacity, which is not mentioned in the scenario.
B. Incorrect.
Working on non-critical tickets first risks breaching the SLA for the critical issue, which has a shorter resolution time and higher priority.
C. Correct.
Resolving the critical issue first is the correct choice because it aligns with SLA requirements and ensures compliance with KPIs related to high-priority ticket resolution.
D. Incorrect.
Splitting time equally between tickets is not effective for SLA compliance, as the critical issue requires immediate attention due to its shorter deadline.

100-140 Question 8

Select 3

A company’s IT support team uses a ticketing system to track customer issues. The team has a Service Level Agreement (SLA) that requires critical issues to be resolved within 4 hours. The manager notices that many tickets are breaching the SLA and assigns you to analyze the issue. Which action(s) would most effectively help reduce SLA breaches?

A
Implement automated ticket prioritization to ensure critical issues are addressed first.
B
Increase the SLA resolution time for critical issues from 4 hours to 8 hours.
C
Track Key Performance Indicators (KPIs) like average resolution time and backlog size to identify bottlenecks.
D
Provide additional training to support staff on managing time and resolving critical tickets efficiently.
E
Disable the SLA feature in the ticketing system to avoid breaches.

Show answer and explanation

Correct answers: A, C, D

Explanation

To reduce SLA breaches, it is crucial to address the root causes of delays. Automating ticket prioritization ensures critical issues are handled first. Monitoring KPIs helps identify inefficiencies, and providing training enhances the team’s ability to resolve issues within the SLA timeframe. Simply increasing the SLA time or disabling the SLA feature does not solve the underlying problem and could negatively impact customer satisfaction.

A. Correct.
Automated ticket prioritization ensures that critical issues are addressed first, which helps meet SLA requirements more effectively.
B. Incorrect.
Increasing the SLA resolution time avoids breaches but does not address the root cause of the delays, making it an ineffective solution.
C. Correct.
Tracking KPIs such as average resolution time and backlog size helps identify areas where the team can improve and optimize processes, thereby reducing SLA breaches.
D. Correct.
Providing additional training equips staff with better skills to manage time and resolve issues efficiently, which directly impacts SLA adherence.
E. Incorrect.
Disabling the SLA feature avoids tracking SLA breaches but does not improve the support team’s performance or address the actual problem.

100-140 Question 9

Single answer

You are part of an IT support team that uses a ticketing system to manage customer issues. A high-priority ticket has been open for two days and has now exceeded its SLA resolution time. Upon investigation, you find that the ticket was reassigned twice and remained idle in the queue for several hours during each reassignment. Which action should you prioritize to prevent such SLA breaches in the future?

A
Implement an automated workflow to track and escalate idle tickets.
B
Extend the SLA resolution times for high-priority tickets.
C
Disable ticket reassignment to ensure tickets are resolved by the initial assignee.
D
Introduce a new KPI to measure total ticket reassignment count.

Show answer and explanation

Correct answer: A

Explanation

The best way to prevent future SLA breaches caused by idle tickets is to address the root cause: delays during ticket processing. Automating workflows to track and escalate idle tickets ensures timely action, improving queue management and adherence to SLAs.

A. Correct.
Implementing an automated workflow to track and escalate idle tickets ensures that any delays or idle time are promptly addressed, reducing the risk of SLA breaches.
B. Incorrect.
Extending SLA resolution times is not an effective solution as it does not address the root cause of the delays and could compromise service quality.
C. Incorrect.
Disabling ticket reassignment is impractical and could lead to unresolved tickets if the initial assignee is unavailable or lacks the expertise.
D. Incorrect.
Introducing a KPI to measure ticket reassignment count may provide useful insights but does not directly address the issue of idle time or SLA breaches.

100-140 Question 10

Select 4

A customer contacts you to report an issue with their email application not syncing across devices. After troubleshooting and resolving the issue, you need to summarize the interaction for documentation. Which details should you include in the customer interaction summary?

A
The customer's name and contact information
B
The specific issue reported by the customer
C
The steps taken to troubleshoot and resolve the issue
D
Your personal opinion on the customer's technical knowledge
E
Any follow-up actions required or recommended for the customer
F
The customer's preferred email application color scheme

Show answer and explanation

Correct answers: A, B, C, E

Explanation

Effective documentation of a customer interaction should focus on capturing essential details such as the customer's information, the reported issue, steps taken to resolve it, and any follow-up actions. This ensures a clear, professional record that can be referenced later, improves communication between support teams, and enhances customer satisfaction. Irrelevant or subjective details should be excluded to maintain professionalism and clarity.

A. Correct.
Including the customer's name and contact information ensures the interaction is properly attributed and can be referenced in the future if necessary.
B. Correct.
Documenting the specific issue reported by the customer is critical for understanding the context of the interaction and for future reference.
C. Correct.
Detailing the troubleshooting steps and resolution provides a clear record of actions taken and can assist with similar issues in the future.
D. Incorrect.
Your personal opinion on the customer's technical knowledge is irrelevant and unprofessional to include in the documentation.
E. Correct.
Including follow-up actions ensures that all parties are aware of any outstanding tasks or recommendations, which can improve customer satisfaction and prevent recurring issues.
F. Incorrect.
The customer's preferred email application color scheme is not relevant to resolving or documenting the technical issue.

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100-140 exam dumps FAQ

Are these 100-140 dumps real exam questions?

No. These are original practice questions written to the Cisco Certified Support Technician (CCST) IT Support exam objectives, not questions copied from a live exam. Memorising leaked questions violates Cisco's candidate agreement and stops working the moment the question pool rotates. Use this bank to check your understanding of each domain and to find the topics you still need to study.

How many 100-140 practice questions are there?

390 questions, each with the correct answer, an explanation of the answer, and a note on why every other option is wrong. The first 10 are on this page and every question has its own page linked below.

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Yes. Every question, answer and explanation on this page and the linked question pages is free to read without an account. A free HydraNode account adds timed practice exams, scoring and progress tracking across attempts.

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