A user complains that their Windows 11 laptop battery drains quickly even when they are only browsing the web. You open Task Manager and see a background app using high CPU. What should you do to address both the battery drain and the high CPU usage?

Disable the background app from startup and restart the laptop.

Adjust the screen brightness to 50% and enable Battery Saver.

Change the power plan to 'High performance' to make the system more efficient.

End the background app from Task Manager, then set the power mode to 'Best power efficiency'.

A user wants to back up their Documents folder to OneDrive so it is available on other devices. What is the recommended way to do this in Windows 10/11?

Create a system image backup to an external drive

Copy the Documents folder to the Recycle Bin

Use File History to back up to a network drive

Enable OneDrive folder backup (known folder move) for the Documents folder

A user reports that a line-of-business web application fails to load after a Windows update. Other websites work fine. You suspect the update changed a setting in the browser. What should you do first?

Reset the browser to its default settings.

Uninstall the latest Windows update from Settings > Windows Update > Update history.

Clear the browser cache and cookies for the affected site, then reload.

Check for a newer version of the browser and install it.

A user's Windows 10 PC is extremely slow. Task Manager shows a process called 'svchost.exe' using high CPU. The user has a critical deadline and cannot restart the PC. You need to identify which service is causing the issue without disrupting other services. What should you do?

Run Windows Update to install the latest patches, which will fix the high CPU usage.

End the svchost.exe process to free CPU resources immediately.

Change the power plan to 'High performance' to give the process more CPU priority.

Right-click the svchost.exe process in Task Manager and select 'Go to service(s)' to see which services are hosted, then investigate those services.

A user's Windows 10 laptop displays the BitLocker recovery screen after a BIOS update. The user does not have the recovery key. Where should you direct the user to retrieve the recovery key?

Reinstall Windows using a recovery drive to remove BitLocker protection.

Boot into Safe Mode and disable BitLocker from the Control Panel.

Sign in to the Microsoft account associated with the device and view the BitLocker recovery key page.

Use the Command Prompt from the recovery screen to run 'manage-bde -unlock'.

CiscoCertified Support Technician (CCST) IT Support

Domain 4Objective 1

4.1. Assist Users in Resolving Windows Operating System Issues. 100-140 Practice Questions (Page 1)

Part of the Operating System and Application Issues domain, which makes up ~25% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~5–9 in this domain), expect 1–2 from this objective — we provide 45 practice questions to prepare you well beyond it. (estimate)

45questions here

9free pages

9concepts

Questions 1–5

1application · medium
A user complains that their Windows 11 laptop battery drains quickly even when they are only browsing the web. You open Task Manager and see a background app using high CPU. What should you do to address both the battery drain and the high CPU usage?
Select an answer first
2foundation · easy
A user wants to back up their Documents folder to OneDrive so it is available on other devices. What is the recommended way to do this in Windows 10/11?
Select an answer first
3application · medium
A user reports that a line-of-business web application fails to load after a Windows update. Other websites work fine. You suspect the update changed a setting in the browser. What should you do first?
Select an answer first
4expert · hard
A user's Windows 10 PC is extremely slow. Task Manager shows a process called 'svchost.exe' using high CPU. The user has a critical deadline and cannot restart the PC. You need to identify which service is causing the issue without disrupting other services. What should you do?
Select an answer first
5application · medium
A user's Windows 10 laptop displays the BitLocker recovery screen after a BIOS update. The user does not have the recovery key. Where should you direct the user to retrieve the recovery key?
Select an answer first

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