Why is documenting changes an important step in the problem-solving process?

It helps the technician remember what was done for the next ticket.

It replaces the need to test the solution.

It provides a record for future reference and knowledge sharing.

It is required by law in all cases.

During the 'gather detailed information' step, which action is most appropriate?

Immediately apply a known fix from a previous ticket.

Escalate the issue to a senior technician without asking questions.

Ask the user open-ended questions and observe the system's behavior.

Reboot the system to see if the problem disappears.

You resolved a complex network issue by changing a router configuration. Another technician later asks what you did. What is the best way to share this knowledge?

Send an email only to the technician who asked

Verbally explain the change without writing it down

Keep the change secret to avoid scrutiny

Provide a detailed ticket with the configuration change, reason, and outcome

A technician replaced a network cable and now wants to confirm the issue is fixed. What should the technician do?

Update the ticket with the cable replacement details.

Ask the user to report back in a week if the problem returns.

Test the network connection by pinging a known server.

Assume the fix worked because the cable was visibly damaged.

You replaced a user's monitor because the screen was flickering, but the user says the flickering continues. What should you do?

Replace the monitor again with a different brand

Tell the user that the new monitor is working and close the ticket

Restart the computer to clear any display settings

Check if the flickering occurs on another monitor or if it is related to the video cable or graphics card

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 3

1.3. Describe the Problem Solving Process. 100-140 Practice Questions (Page 4)

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 16–20

16foundation · easy
Why is documenting changes an important step in the problem-solving process?
Select an answer first
17foundation · easy
During the 'gather detailed information' step, which action is most appropriate?
Select an answer first
18expert · hard
You resolved a complex network issue by changing a router configuration. Another technician later asks what you did. What is the best way to share this knowledge?
Select an answer first
19foundation · easy
A technician replaced a network cable and now wants to confirm the issue is fixed. What should the technician do?
Select an answer first
20expert · hard
You replaced a user's monitor because the screen was flickering, but the user says the flickering continues. What should you do?
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.