DUMPS
BASE
EXAM DUMPS
CISCO
100-140
28% OFF Automatically For You
Cisco Certified Support Technician (CCST) IT
Support
,1.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. Average handle time per ticket
B. Total number of tickets received per month
C. Ratio of escalated versus resolved tickets
D. Cost per ticket
Answer: D
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,
s
er
it does not directly relate to cost management.
w
ns
Option B is incorrect as the total number of tickets does not provide direct insights into
A
cost efficiency or areas for cost reduction.
d
an
Option C is incorrect because the escalation ratio focuses more on the quality or
ns
io
complexity of service rather than cost efficiency.
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ue
Q
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xa
2.Following a merger, an IT department needs to ensure its support services remain
E
robust.
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ea
R
Which KPI should be closely monitored to assess the impact of the merger on help
h
it
desk performance?
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)
A. Change in the number of support tickets after the merger
02
8.
B. Employee turnover rate in the IT department
(V
C. Average resolution time for support tickets
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um
D. Percentage of IT budget spent on help desk operations
D
Answer: C
0
14
Explanation:
0-
10
Monitoring the average resolution time for support tickets after a merger is crucial as it
o
provides direct insights into whether the merger has affected the help desk’s ability to
c
is
C
resolve issues efficiently. An increase in resolution time might indicate integration
issues or increased complexity in IT support demands.
Option A is incorrect because a mere change in the number of tickets does not
directly indicate performance quality; it could merely reflect increased demand or
broader service scope.
Option B is incorrect as employee turnover gives insights into staff satisfaction and
stability but not direct help desk performance.
Option D is incorrect because the percentage of the IT budget spent on help desk
operations reflects financial management rather than operational effectiveness.
,3.What must be enabled on a Windows computer to allow mapping of an SMB
network drive?
A. Internet Information Services (IIS)
B. Remote Desktop Protocol (RDP)
C. File and Printer Sharing
D. Hyper-V
Answer: C
Explanation:
File and Printer Sharing must be enabled on a Windows computer to allow other
devices on the network to access files and printers and to permit the mapping of
drives over the network.
Option A is incorrect because Internet Information Services (IIS) is used for hosting
web services, not for SMB network drive mapping.
s
er
Option B is incorrect as Remote Desktop Protocol (RDP) is used for remote desktop
w
ns
connections, not for mapping network drives.
A
Option D is incorrect because Hyper-V is a virtualization technology and does not
d
an
directly relate to network drive mapping.
ns
io
st
ue
Q
4.Which protocol is primarily used when a user attempts to map a drive to access files
m
xa
stored on a cloud service like Box?
E
A. SMB
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ea
R
B. FTP
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it
C. WebDAV
w
)
D. SNMP
02
8.
Answer: C
(V
Explanation:
ps
um
WebDAV WebDAV (Web Distributed Authoring and Versioning) is the protocol
D
commonly used to map network drives that access files stored on cloud services like
0
14
Box, enabling users to manage and edit files remotely.
0-
10
Option A is incorrect because SMB is typically used for local network file sharing, not
o
for cloud services.
c
is
C
Option B is incorrect as FTP (File Transfer Protocol) is generally used for transferring
files directly and is less common for drive mapping.
Option D is incorrect because SNMP (Simple Network Management Protocol) is used
for managing network and devices on IP networks, not for mapping drives to cloud
services.
5.What is the primary purpose of the gpupdate command in a Windows environment?
A. To update the system's time with the network time protocol
B. To reinstall the operating system
C. To refresh Group Policy settings immediately
, D. To check the disk space on all connected drives
Answer: C
Explanation:
To refresh Group Policy settings immediately Gpupdate is a command-line tool used
to force a Group Policy update immediately, ensuring that any changes made in
Group Policy are applied quickly without waiting for the next periodic update.
Option A is incorrect because updating the system’s time with the network time
protocol is handled by the w32tm or similar commands.
Option B is incorrect as reinstalling the operating system is not a function of
gpupdate.
Option D is incorrect because checking the disk space is typically done with the
diskpart or chkdsk commands.
s
er
w
ns
6.Which command can be used to force a background update of all Group Policy
A
settings, including security settings, without logging off?
d
an
A. gpupdate /logoff
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io
B. gpupdate /force
st
C. gpupdate /sync
ue
Q
D. gpupdate /boot
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xa
Answer: B
E
Explanation:
l
ea
R
The gpupdate /force command re-applies every policy, new and old, which effectively
h
it
refreshes all settings that are set by the prevailing group policies, including security
w
)
settings, without the need for logging off or restarting the computer.
02
8.
Option A is incorrect because gpupdate /logoff forces a logoff after the Group Policy
(V
settings have been updated, which is necessary when the changes cannot be applied
ps
um
while the user is logged on.
D
Option C is incorrect as gpupdate /sync causes the computer to wait for the next
0
14
computer startup or user logon to apply the policy changes synchronously.
0-
10
Option D is incorrect because gpupdate /boot forces a reboot of the computer to apply
o
policies that can only be applied during boot.
c
is
C
7.What happens if the gpupdate /force command is unable to apply one or more
policy settings during its execution?
A. The command will make multiple attempts until successful
B. The command will ignore all failed settings and continue
C. The command will halt at the first error encountered
D. The command will log the issue and continue applying other policies
Answer: D
Explanation:
The command will log the issue and continue applying other policies When gpupdate
BASE
EXAM DUMPS
CISCO
100-140
28% OFF Automatically For You
Cisco Certified Support Technician (CCST) IT
Support
,1.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. Average handle time per ticket
B. Total number of tickets received per month
C. Ratio of escalated versus resolved tickets
D. Cost per ticket
Answer: D
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,
s
er
it does not directly relate to cost management.
w
ns
Option B is incorrect as the total number of tickets does not provide direct insights into
A
cost efficiency or areas for cost reduction.
d
an
Option C is incorrect because the escalation ratio focuses more on the quality or
ns
io
complexity of service rather than cost efficiency.
st
ue
Q
m
xa
2.Following a merger, an IT department needs to ensure its support services remain
E
robust.
l
ea
R
Which KPI should be closely monitored to assess the impact of the merger on help
h
it
desk performance?
w
)
A. Change in the number of support tickets after the merger
02
8.
B. Employee turnover rate in the IT department
(V
C. Average resolution time for support tickets
ps
um
D. Percentage of IT budget spent on help desk operations
D
Answer: C
0
14
Explanation:
0-
10
Monitoring the average resolution time for support tickets after a merger is crucial as it
o
provides direct insights into whether the merger has affected the help desk’s ability to
c
is
C
resolve issues efficiently. An increase in resolution time might indicate integration
issues or increased complexity in IT support demands.
Option A is incorrect because a mere change in the number of tickets does not
directly indicate performance quality; it could merely reflect increased demand or
broader service scope.
Option B is incorrect as employee turnover gives insights into staff satisfaction and
stability but not direct help desk performance.
Option D is incorrect because the percentage of the IT budget spent on help desk
operations reflects financial management rather than operational effectiveness.
,3.What must be enabled on a Windows computer to allow mapping of an SMB
network drive?
A. Internet Information Services (IIS)
B. Remote Desktop Protocol (RDP)
C. File and Printer Sharing
D. Hyper-V
Answer: C
Explanation:
File and Printer Sharing must be enabled on a Windows computer to allow other
devices on the network to access files and printers and to permit the mapping of
drives over the network.
Option A is incorrect because Internet Information Services (IIS) is used for hosting
web services, not for SMB network drive mapping.
s
er
Option B is incorrect as Remote Desktop Protocol (RDP) is used for remote desktop
w
ns
connections, not for mapping network drives.
A
Option D is incorrect because Hyper-V is a virtualization technology and does not
d
an
directly relate to network drive mapping.
ns
io
st
ue
Q
4.Which protocol is primarily used when a user attempts to map a drive to access files
m
xa
stored on a cloud service like Box?
E
A. SMB
l
ea
R
B. FTP
h
it
C. WebDAV
w
)
D. SNMP
02
8.
Answer: C
(V
Explanation:
ps
um
WebDAV WebDAV (Web Distributed Authoring and Versioning) is the protocol
D
commonly used to map network drives that access files stored on cloud services like
0
14
Box, enabling users to manage and edit files remotely.
0-
10
Option A is incorrect because SMB is typically used for local network file sharing, not
o
for cloud services.
c
is
C
Option B is incorrect as FTP (File Transfer Protocol) is generally used for transferring
files directly and is less common for drive mapping.
Option D is incorrect because SNMP (Simple Network Management Protocol) is used
for managing network and devices on IP networks, not for mapping drives to cloud
services.
5.What is the primary purpose of the gpupdate command in a Windows environment?
A. To update the system's time with the network time protocol
B. To reinstall the operating system
C. To refresh Group Policy settings immediately
, D. To check the disk space on all connected drives
Answer: C
Explanation:
To refresh Group Policy settings immediately Gpupdate is a command-line tool used
to force a Group Policy update immediately, ensuring that any changes made in
Group Policy are applied quickly without waiting for the next periodic update.
Option A is incorrect because updating the system’s time with the network time
protocol is handled by the w32tm or similar commands.
Option B is incorrect as reinstalling the operating system is not a function of
gpupdate.
Option D is incorrect because checking the disk space is typically done with the
diskpart or chkdsk commands.
s
er
w
ns
6.Which command can be used to force a background update of all Group Policy
A
settings, including security settings, without logging off?
d
an
A. gpupdate /logoff
ns
io
B. gpupdate /force
st
C. gpupdate /sync
ue
Q
D. gpupdate /boot
m
xa
Answer: B
E
Explanation:
l
ea
R
The gpupdate /force command re-applies every policy, new and old, which effectively
h
it
refreshes all settings that are set by the prevailing group policies, including security
w
)
settings, without the need for logging off or restarting the computer.
02
8.
Option A is incorrect because gpupdate /logoff forces a logoff after the Group Policy
(V
settings have been updated, which is necessary when the changes cannot be applied
ps
um
while the user is logged on.
D
Option C is incorrect as gpupdate /sync causes the computer to wait for the next
0
14
computer startup or user logon to apply the policy changes synchronously.
0-
10
Option D is incorrect because gpupdate /boot forces a reboot of the computer to apply
o
policies that can only be applied during boot.
c
is
C
7.What happens if the gpupdate /force command is unable to apply one or more
policy settings during its execution?
A. The command will make multiple attempts until successful
B. The command will ignore all failed settings and continue
C. The command will halt at the first error encountered
D. The command will log the issue and continue applying other policies
Answer: D
Explanation:
The command will log the issue and continue applying other policies When gpupdate
