cisco 100-140 practice test

Question 1

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

Question 2

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?

• A. Implement a plan by changing the users network settings to match the company standard
• B. Resolve the issue by restarting the wireless access point.
• C. Document the problem and solution in the company's IT knowledge base.
• D. Consider the probable cause for the failure by checking whether other users are affected.

Question 3

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?

• A. Ask Jane Doe for their email address so that you can email them to verity identity.
• B. Reset the password because Jane Doe has to process payroll immediately.
• C. Call Jane Doe's manager using their company number to verity Jane Doe's needs and identity.
• D. Request Jane Doe's call back number so that you can reset the password and call Jane Doe back to verify the reset was successful

Question 4

You resolve a customer's printing issue.
How should you document the incident?

• A. Printing issue is resolved. Reinstalled printer drivers and rebooted computer.
• B. This customer was using the wrong printer and did not know which printer they should use.
• C. Printer is now printing. Issue is resolved and customer is happy.
• D. Ticket Complete.

Question 5

DRAG DROP
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.

Question 6

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?

• A. Only use information from personal blogs.
• B. Select the first\top website that appears in the search results.
• C. Ask a co-worker for their opinion on the search results.
• D. Verify information using multiple sources.

Question 7

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?

• A. Key Performance Indicators
• B. Incident Report
• C. Service Level Indicator
• D. Service Level Agreement

Question 8

DRAG DROP
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.

Question 9

DRAG DROP
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.

Question 10

DRAG DROP
A user calls with questions about the type of display they should purchase for their new home office.
You need to provide them with an explanation of the characteristics of the various video interfaces
available.
To answer, move each video interface on the left to its description on the right.
Note: You will receive partial credit for each correct response.

Question 11

HOTSPOT
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.

Question 12

DRAG DROP
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.

Question 13

HOTSPOT
A customer cannot scan documents and pictures to a Windows laptop. When you open Device
Manager, you see the 600dpi scanner listed under Other devices, as shown in the image.

Evaluate the image and answer the questions by selecting the correct option from each drop-down
list.
Note: You will receive partial credit for each correct selection.

Question 14

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. Check cables for connectivity.
• B. Check the screen resolution of webcam.
• C. Update the webcam driver software.
• D. Rollback the webcam driver software.

Question 15

HOTSPOT
You are adding a new solid state drive (SSD) to a customer's desktop computer.
You need to follow safety procedures to prevent electrical shock and electrostatic discharge.
Complete the sentences by selecting the correct option from each drop-down list.
Note: You will receive partial credit for each correct selection.