LoadCairn / Cisco CCST IT Support
Free CCST IT Support sample quiz
Work through ten sample questions from the validated study bank. All choices, correct answers, and explanations are visible here without client-side scoring or signup.
10 questions
Sample questions and explanations
Question 1 · Domain 1: IT Support Job Tasks and Responsibilities
What is queue management in a help desk environment?
- A.Organizing and prioritizing incoming support requests so work is handled in the right order
- B.Deleting tickets that have waited the longest
- C.Assigning every ticket to the newest technician
- D.Answering phone calls in the order the phones were installed
Correct answer: A — Organizing and prioritizing incoming support requests so work is handled in the right order
Explanation: Queue management is how a team sorts its waiting work. Tickets are ordered by factors such as impact, urgency, and promised response times, not simply left in a pile.
Question 2 · Domain 1: IT Support Job Tasks and Responsibilities
What is a ticket queue?
- A.A line of customers standing at a service counter
- B.The ordered list of support requests that are waiting to be worked on
- C.A list of software updates waiting to be downloaded
- D.The order in which employees were hired
Correct answer: B — The ordered list of support requests that are waiting to be worked on
Explanation: A queue is the working list of open requests. Technicians pull work from it, and managers watch it to see whether requests are moving or piling up.
Question 3 · Domain 1: IT Support Job Tasks and Responsibilities
A company-wide email outage ticket and a single request to change a mouse arrive at the same time. Which ticket should the queue prioritize?
- A.The mouse request, because it arrived one minute earlier
- B.Neither, because both should wait until the end of the day
- C.The email outage, because it affects many users and stops important work
- D.The mouse request, because hardware always outranks software
Correct answer: C — The email outage, because it affects many users and stops important work
Explanation: Prioritization weighs impact and urgency. A service outage affecting the whole company outranks a minor request affecting one person, even if the minor request came first.
Question 4 · Domain 1: IT Support Job Tasks and Responsibilities
What is a ticketing system used for at a help desk?
- A.Blocking spam email before it reaches users
- B.Monitoring the temperature of server rooms
- C.Creating user passwords automatically without approval
- D.Logging, tracking, assigning, and documenting support requests from intake to closure
Correct answer: D — Logging, tracking, assigning, and documenting support requests from intake to closure
Explanation: A ticketing system is the central record for support work. Every request gets a record that follows it through assignment, work, updates, and resolution.
Question 5 · Domain 1: IT Support Job Tasks and Responsibilities
Why does a ticketing system give each request a unique ticket number?
- A.So the request can be referenced and tracked unambiguously by users and technicians
- B.So users can use the number as a temporary password
- C.So the system can delete the request after one day
- D.So only one technician can ever read the request
Correct answer: A — So the request can be referenced and tracked unambiguously by users and technicians
Explanation: A unique number gives everyone the same reference point. A user can ask about ticket progress and any technician can find the exact record without confusion.
Question 6 · Domain 1: IT Support Job Tasks and Responsibilities
A user phones in a problem but no ticket is created, and the technician fixes it from memory a week later. What is the main risk of skipping the ticketing system?
- A.The user will automatically be charged for the call
- B.There is no record of the request, the work done, or whether it was resolved
- C.The phone system will stop accepting calls
- D.The problem can never be fixed without a ticket
Correct answer: B — There is no record of the request, the work done, or whether it was resolved
Explanation: Untracked work leaves no history. If the problem returns or another technician takes over, nobody can see what was already tried or promised.
Question 7 · Domain 1: IT Support Job Tasks and Responsibilities
What is a service level agreement, or SLA?
- A.A contract that sets the price of new laptops for employees
- B.A promise that no computer will ever break
- C.An agreement that defines the expected level of service, such as response and resolution times for support requests
- D.A schedule of when technicians take lunch breaks
Correct answer: C — An agreement that defines the expected level of service, such as response and resolution times for support requests
Explanation: An SLA sets measurable service commitments between a provider and its customers. For a help desk, those commitments usually cover how fast tickets are answered and resolved.
Question 8 · Domain 1: IT Support Job Tasks and Responsibilities
An SLA says critical tickets must receive a first response within 30 minutes. What does that commitment mean in practice?
- A.Every critical problem must be fully fixed within 30 minutes
- B.Critical tickets can wait 30 minutes before anyone reads them that week
- C.Users must wait 30 minutes before reporting a critical problem
- D.A technician must make initial contact or begin work on a critical ticket within 30 minutes of it being logged
Correct answer: D — A technician must make initial contact or begin work on a critical ticket within 30 minutes of it being logged
Explanation: A first-response target covers the initial acknowledgement or start of work, not the full fix. It exists so urgent requests are never left sitting unseen.
Question 9 · Domain 1: IT Support Job Tasks and Responsibilities
A technician realizes a high-priority ticket will miss its SLA resolution time because a part must be ordered. What is the best action?
- A.Update the ticket, inform the user of the delay and the new expectation, and escalate or notify a supervisor as policy requires
- B.Say nothing and hope the user does not notice the missed time
- C.Close the ticket and open a new one to reset the clock
- D.Lower the ticket priority so the SLA no longer applies
Correct answer: A — Update the ticket, inform the user of the delay and the new expectation, and escalate or notify a supervisor as policy requires
Explanation: Honest, early communication protects trust when a target cannot be met. Quietly resetting or hiding the ticket misrepresents the service the user actually received.
Question 10 · Domain 1: IT Support Job Tasks and Responsibilities
How is an SLA different from a KPI?
- A.An SLA measures performance, while a KPI is a promise to customers
- B.An SLA is a commitment made to customers, while a KPI is a measurement used to track how well the service is performing
- C.They are two names for exactly the same thing
- D.An SLA applies only to hardware, while a KPI applies only to software
Correct answer: B — An SLA is a commitment made to customers, while a KPI is a measurement used to track how well the service is performing
Explanation: The SLA states what service was promised. KPIs are the numbers, such as response times and satisfaction scores, that show whether the promise is being kept.
Exam guide
About the Cisco CCST IT Support exam
Cisco CCST IT Support (exam 100-140) is an entry-level certification exam. The real exam has about 40–50 questions and a 50-minute time limit. The supplied exam fee is US$125, and there are no prerequisites.
The ten questions above come from LoadCairn’s stored practice bank and show their answer explanations directly. They are study material; this page does not reproduce an official exam.
Six study domains
Cisco publishes no domain weightings for this exam. The counts below are a study distribution of questions in this bank only; they do not represent exam weights.
| Domain | Topic | Study questions |
|---|---|---|
| Domain 1 | IT Support Job Tasks and Responsibilities | 72 |
| Domain 2 | Hardware Issues | 120 |
| Domain 3 | Connectivity and Resource Access Issues | 72 |
| Domain 4 | Operating System and Application Issues | 120 |
| Domain 5 | Common Threats and Preventions | 72 |
| Domain 6 | Job Tools | 44 |
Use the sample as a study check
Read each scenario and compare the answer choices before checking the explanation. Use the domain label to note which area to revisit. The table is an inventory of this study bank, not a prediction of how many questions Cisco will place in any domain.
For a longer session, the licensed hub supports a 50-question timed attempt and domain practice in 10-, 25-, or 50-question sessions. Verified Deluxe and Complete keys unlock that hub; the $29 Study Guide tier has no license-key gate and does not unlock its practice modes.
Questions
CCST IT Support sample quiz FAQ
- What is the Cisco CCST IT Support exam number?
- The Cisco CCST IT Support exam is exam 100-140.
- How long is the CCST IT Support exam?
- The real exam has about 40–50 questions and a 50-minute time limit.
- What does the CCST IT Support exam cost, and are there prerequisites?
- The supplied exam fee is US$125. There are no prerequisites.
- Are the study-distribution counts Cisco exam weightings?
- No. Cisco publishes no domain weightings for this exam. The counts on this page describe the distribution of questions in this study bank only.
- What does the practice hub include?
- With a verified Deluxe or Complete license, the hub provides a 50-question, 50-minute timed exam, domain-selected practice in 10-, 25-, or 50-question sessions, missed-question review, and a progress dashboard.
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