100-140 Cisco Certified Support Technician (CCST) IT Support Questions and Answers

When researching a technical issue and updating the internal documentation, what is the best approach to ensure the information you retrieve is accurate and reliable?

Move each help desk term from the list on the left to the scenario it describes on the right.

You can use each option once, more than once, or not at all.

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

A customer support representative receives an email from a client that contains their full name, address, and credit card details and a request to update their billing information.

Which action should the representative take?

A customer purchased a new motherboard for a desktop computer. The customer needs help installing the correct components. The customer sends you a picture of the motherboard, which is shown in the answer area.

You need to assist the customer in identifying the installation location of three components.

To answer, move the appropriate components from the list on the left to the correct locations on the right. You may use each component once more than once, or not at all.

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

Which document outlines a commitment between an organization and a customer, including details of the service, the standards the provider must adhere to, and compensation for the successful completion of those milestones?

You receive a call from a user stating that their webcam stopped working. There have been no operating system updates since it was last working.

Which action should you tell the user to perform first?

A customer has the following issue:

I cannot access files from my external disk drive on my Windows 10 laptop. The disk drive is not listed in Windows Explorer. I can access the files just fine on my other laptop that has the same operating system and drivers installed.

You need to assist the customer in solving this problem.

For each action select Yes if it might solve the problem and No if it will not solve the problem.

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

You are working from home over a weekend to resolve a backlog of employee help desk tickets. A user issue requires you to access their Windows 11 computer in the home office to check its settings. You have verified that the machine is available, but the user is not present.

Which remote access application is best suited for this task?

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?