Cisco 100-140 Practice Exams
Last updated on Mar 31,2025- Exam Code: 100-140
- Exam Name: Cisco Certified Support Technician (CCST) IT Support
- Certification Provider: Cisco
- Latest update: Mar 31,2025
Which functionality of a modern ticketing system most directly contributes to improving customer satisfaction with IT support services?
- A . Gamification features that reward users for quick resolutions
- B . Real-time analytics and reporting capabilities
- C . Automatic escalation of unresolved tickets after a set period
- D . Availability of a mobile app interface
A user cannot access Windows due to a recent software installation that caused stability issues.
How can the user revert the changes without losing their personal files?
- A . Use System Restore from the Advanced Startup Options menu
- B . Conduct a hard reset of the system
- C . Boot into Safe Mode and uninstall the software
- D . Delete the software’s installation folder in Safe Mode
A Linux user needs to confirm their device’s IPv4 address to manually configure a network application.
Which command should the IT support technician advise them to execute?
- A . ifconfig
- B . hostname -I
- C . iwconfig
- D . sudo lshw -C network
An IT manager is evaluating the effectiveness of the current help desk operations.
Which KPI should be prioritized to measure the efficiency of the help desk team in handling incoming support tickets?
- A . Number of tickets closed by first contact
- B . Number of training sessions attended by support staff
- C . Annual customer satisfaction survey results
- D . Monthly IT staff satisfaction ratings
A user needs to backup important documents from their Windows laptop to ensure they are protected in case of a system failure.
Which of the following is the best step to achieve this using OneDrive?
- A . Manually copy and paste the documents into the OneDrive folder on their laptop
- B . Configure Windows Backup to include the OneDrive folder
- C . Use the OneDrive website to upload files manually every day
- D . Set up file history to backup directly to OneDrive
During a troubleshooting session, an IT support technician needs to instruct a macOS user on how to locate their IPv4 address to resolve an application’s network access issue.
What step should the technician recommend?
- A . Open System Preferences > Network, select the active connection, then click "Advanced"
- B . Click on the Apple menu > About This Mac > System Report
- C . Use the Terminal and type netstat -nr | grep default
- D . Go to the Apple menu > System Preferences > Sharing
During a security audit, a technician needs to assist a user in finding the MAC address of their network card on a macOS computer.
What instruction should the technician give to accurately retrieve this information?
- A . Open System Preferences > Network, select the network service, then click "Advanced" and go to the "Hardware" tab
- B . Open Terminal and type ifconfig | grep ether
- C . Look under Apple Menu > About This Mac > System Report > Network
- D . Use Spotlight to search for "Network Utility" and select the "Info" tab to find the MAC address
An IT support technician is configuring multifactor authentication (MFA) for a secure application. The organization wants to use an authenticator app that generates time-based one-time passwords (TOTPs).
Which of the following aspects should the technician emphasize as the most secure practice when deploying this MFA method?
- A . Requiring users to install the authenticator app on their corporate computers
- B . Advising users to store backup codes in a secure but accessible location
- C . Encouraging users to synchronize their app across multiple devices
- D . Setting the TOTP to expire after each login session
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?
- A . Proceed to access the files, assuming implicit consent for troubleshooting
- B . Notify the user and request explicit permission to access the specific files needed
- C . Transfer the files to their system for closer examination
- D . Ignore the files and try alternative troubleshooting methods that do not require access
A user’s workstation fails to complete Windows updates, continuously looping on the “Configuring updates” screen.
What is the most effective first step to troubleshoot this issue?
- A . Run the Windows Update Troubleshooter
- B . Clear the Windows Update download cache
- C . Disconnect the workstation from the network
- D . Manually download and install the updates