You have determined that a user's email client is failing because the SMTP server address is incorrect. You have a plan to update the setting. What is the best way to implement this change?

Make the change, then immediately ask the user to send a test email.

Ask the user to make the change themselves to avoid mistakes.

Make the change, document it, and then have the user send a test email.

Change the SMTP server address and also change the POP3 server address as a precaution.

You successfully resolved a user's issue by updating a device driver. What should you do after confirming the fix works?

Only document the issue if the user asks for it

Move on to the next ticket without recording anything

Delete any logs related to the troubleshooting to save space

Document the driver update and the outcome in the ticketing system

A user cannot print to a network printer. You have gathered the following information: the printer is online, other users can print, and the user's computer shows a 'driver not found' error. What is the most probable cause?

The printer's network connection is down.

The user's computer has the wrong or missing printer driver.

The user's account lacks permission to print.

You have identified that a user's VPN client is outdated and plan to update it. What is the best practice when implementing this plan?

Inform the user, perform the update during a maintenance window, and then verify the connection

Uninstall the VPN client and reinstall the same version

Update the VPN client and immediately ask the user to test the connection

Download the latest VPN client from any website and install it

After implementing a fix, what is the next step in the problem-solving process?

Observe the results to verify that the problem is resolved.

Repeat the problem-solving process from the beginning.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 1)

Part of the IT Support Job Tasks and Responsibilities domain, which makes up ~14% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~3–5 in this domain), expect 1–2 from this objective — we provide 46 practice questions to prepare you well beyond it. (estimate)

46questions here

10free pages

8concepts

Questions 1–5

1application · medium
You have determined that a user's email client is failing because the SMTP server address is incorrect. You have a plan to update the setting. What is the best way to implement this change?
Select an answer first
2application · medium
You successfully resolved a user's issue by updating a device driver. What should you do after confirming the fix works?
Select an answer first
3application · medium
A user cannot print to a network printer. You have gathered the following information: the printer is online, other users can print, and the user's computer shows a 'driver not found' error. What is the most probable cause?
Select an answer first
4application · medium
You have identified that a user's VPN client is outdated and plan to update it. What is the best practice when implementing this plan?
Select an answer first
5foundation · easy
After implementing a fix, what is the next step in the problem-solving process?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to 100-140

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Cisco. “100-140” is a trademark of its owner, used for identification only.