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100-140 Download Demo & 100-140 Free Brain Dumps

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Cisco Certified Support Technician (CCST) IT Support Sample Questions (Q67-Q72):

NEW QUESTION # 67
A user is attempting to transfer large video files from their computer to an external hard drive but finds the transfer speed to be slower than expected. The computer and external hard drive both support USB 3.0.
Which of the following might be the reason for the slow transfer speeds?

A. The computer is running on battery power
B. The USB cable used is only USB 2.0 compliant
C. The USB ports on the computer are dirty or damaged
D. The external hard drive is formatted with FAT32 file system

Answer: B

Explanation:
Correct Answer. A. The USB cable used is only USB 2.0 compliant Using a USB 2.0 cable in a setup that supports USB 3.0 can significantly limit the transfer speed because USB 2.0 cables are designed for a maximum transfer rate of 480 Mbps, much lower than USB 3.0's 5 Gbps capability.
Option B is incorrect because dirty or damaged USB ports might prevent the device from being recognized at all but wouldn't specifically slow down transfer rates if the connection is still being made.
Option C is incorrect because while FAT32 has file size limitations, it does not inherently slow down transfer speeds, provided the individual files are within the allowable size limits.
Option D is incorrect because running a computer on battery power can affect performance but does not specifically affect USB transfer speeds.

NEW QUESTION # 68
A company wants to reduce its IT support costs without sacrificing service quality. Which KPI would be most helpful in identifying potential cost-saving areas while maintaining service standards?

A. Cost per ticket
B. Average handle time per ticket
C. Total number of tickets received per month
D. Ratio of escalated versus resolved tickets

Answer: A

Explanation:
The cost per ticket KPI is essential for identifying how much is being spent per issue handled.
This KPI helps in pinpointing inefficiencies in the support process and areas where resources may be optimized without compromising service quality.
Option A is incorrect because while average handle time provides efficiency insights, it does not directly relate to cost management.
Option B is incorrect as the total number of tickets does not provide direct insights into cost efficiency or areas for cost reduction.
Option C is incorrect because the escalation ratio focuses more on the quality or complexity of service rather than cost efficiency.

NEW QUESTION # 69
A finance department user complains that their workstation, which is connected via an Ethernet cable, experiences slower speeds compared to other departments. What should be the first action to troubleshoot this issue?

A. Test the speed using a network testing tool and check the Ethernet cable for damage
B. Replace the Ethernet cable with a fiber optic cable
C. Increase the workstation's RAM
D. Connect the workstation to a WLAN to compare speeds

Answer: A

Explanation:
Correct Answer. B. Test the speed using a network testing tool and check the Ethernet cable for damage Using a network testing tool to check the connection speed and inspecting the physical state of the Ethernet cable can help identify if the issue is related to cable damage or other network bottlenecks.
Option A is incorrect. Replacing the Ethernet cable with fiber optic is impractical and unlikely to address issues specific to one workstation.
Option C is incorrect. RAM increases general computing performance but would not specifically affect network speeds.
Option D is incorrect. While connecting to WLAN could offer diagnostic insights, it doesn't directly resolve the issue or identify the cause of slower speeds on the Ethernet connection.

NEW QUESTION # 70
A user is experiencing issues with the slow loading of files from a mapped OneDrive folder. What would be an effective first step in troubleshooting this issue?

A. Convert all files to a different format that requires less space
B. Reinstall the OneDrive application on the user's device
C. Check if the files are set to "Always keep on this device" and adjust if necessary
D. Increase the user's bandwidth by upgrading their internet plan

Answer: C

Explanation:
OneDrive's "Always keep on this device" setting ensures files are stored locally and synched with the cloud, which can slow down file access if the local drive becomes overloaded. Adjusting this setting can help manage local storage and improve file loading times.
Option A is incorrect because while bandwidth might be a factor, it's more efficient to first check settings that could be causing unnecessary data usage.
Option C is incorrect because converting file formats is a drastic step that doesn't directly address the potential causes of slow loading within OneDrive.
Option D is incorrect because reinstalling OneDrive should be a last resort after settings adjustments and other troubleshooting steps have been tried.

NEW QUESTION # 71
An IT manager is evaluating the effectiveness of the current help desk operations. Which KPI should be prioritized to measure the efficiency of the help desk team in handling incoming support tickets?

A. Number of tickets closed by first contact
B. Number of training sessions attended by support staff
C. Annual customer satisfaction survey results
D. Monthly IT staff satisfaction ratings

Answer: A

Explanation:
The KPI measuring the number of tickets closed by first contact is critical for assessing help desk efficiency, as it directly reflects the team's ability to resolve issues quickly and effectively, minimizing the need for follow-up contacts and reducing overall ticket volume.
Option B is incorrect because training sessions are more about improving skills rather than measuring current operational efficiency.
Option C is incorrect as annual surveys do not provide the immediate or detailed insights needed to assess daily operational efficiency.
Option D is incorrect because staff satisfaction, while important, does not directly correlate to the efficiency of ticket handling.

NEW QUESTION # 72
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