100-140 Exam Questions

A customer reports the following problem: I purchased a 256 GB USB drive to use for transferring files from my personal computer to my work computer. My personal computer runs Sono...

Which two of the following are supported operating systems for Remote Desktop client connections? (Choose two.) Note: You will receive partial credit for each correct selection.

An office uses a DHCP server for all computers on the network. A user calls to report problems connecting to the network. You discover that the computer has been configured with a...

A customer calls the Help Desk and reports the following: I keep getting an error that my system is low on memory when I run my video editing software. Which process will allow the...

A user reports the following: I recently got a prompt on my Mac to give an app permissions. I accidentally clicked Deny. Now I can't open the app. You need to tell the user where t...

A user needs assistance configuring Microsoft Teams so that it will start automatically. Which category in Teams should the user select to set the application to auto-start?

A user who has been on vacation for the past 30 days calls the help desk and reaches you. The user reports the following: Before I left for vacation, I changed my password and made...

Which type of virtualization allows a user to run one or multiple operating systems that are stored remotely on a central server in a data center?

You are working from home over a weekend to resolve a backlog of employee help desk tickets. A user issue requires you to access their Windows 11 computer in the home office to che...

Which protocol analyzer is commonly used for troubleshooting wireless networks?

What is phishing?

Which issues might be resolved by running the sfc /scannow command? (Choose two)

A user calls help desk to report that they cannot connect to the company's internal WiFi network. The help desk technician is following the problem-solving process to resolve the u...

You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following: I am Jane Doe wi...

You resolve a customer's printing issue. How should you document the incident?

When researching a technical issue and updating the internal documentation, what is the best approach to ensure the information you retrieve is accurate and reliable?

Which document outlines a commitment between an organization and a customer, including details of the service, the standards the provider must adhere to, and compensation for the s...

What actions can help resolve overheating in a laptop? (Choose two)

Which action should be taken when an application repeatedly crashes?

What does a 169.x.x.x IP address indicate on a Windows device?

Which indicators suggest malware is affecting an operating system? (Choose two)

You receive a call from a user stating that their webcam stopped working. There have been no operating system updates since it was last working. Which action should you tell the us...

Which action must a service desk technician take to resolve a printer driver failure on a desktop PC?

A help desk technician is assisting a customer with setting up access from their Windows computer to a shared company folder. What should the technician do?

A network technician suspects that a client's Windows computer is not correctly connecting to the office network. To diagnose the issue, the technician runs the ipconfig command on...

What are benefits of a knowledge base for IT support? (Choose two)

Which benefits does remote IT support provide? (Choose two)

What does "BYOD" mean in an IT support context?

Why does a company use Mobile Device Management (MDM)?

You receive an email request for personal information. You need to make sure you are working with the right individual to avoid a social engineering attempt. Which step should you...

You receive an email from a user with the display name of the President of your company. The email requests that you do them a favor and purchase gift cards and send the gift cards...

Which three pieces of information would be considered Personally Identifiable Information (PII)? (Choose three.) Note: You will receive partial credit for each correct selection.

A customer support representative receives an email from a client that contains their full name, address, and credit card details and a request to update their billing information....

A user needs to reset their password based on feedback after a security concern. You want to provide an example of a strong password to the user based on the following company guid...

John indicates that he cannot edit the file Test.docx, which is stored on a network shared drive. John can access and edit other files on the shared drive. You review permissions f...

An employee is having problems reaching URLs on the World Wide Web. You examine the addressing configuration for the employee's PC that is shown as follows: You have verified that...

There are several ethical considerations involved when choosing to use artificial intelligence (AI). What does the term transparency refer to in relation to those ethical considera...

Which steps are part of the problem-solving process? (Choose three.) Note: You will receive partial credit for each correct response.

Which three practices help create clear, concise, and factual documentation for a help desk ticket? (Choose three.) Note: You will receive partial credit for each correct response.

What is the purpose of a queue management system for a help desk?

A technician needs to upgrade the CPU of a user's desktop computer. The technician opens the computer and sees the motherboard shown below. Which letter identifies the component yo...

A customer complains that the performance of their PC is severely impacted when several applications are open at the same time. You suspect that a memory upgrade might fix the prob...

A new employee at your company has just finished being onboarded. She contacts you and complains that her virtual machine is very slow. You suspect that her machine needs more reso...

A help desk technician is troubleshooting Wi-Fi connectivity issues on a user's mobile phone. Restarting the phone and router did not resolve the issue. Which next step should a he...

You receive a phone call from a customer who reports they are unable to print. They have already tried printing a test page with no success. They indicate that the printer icon in...

An employee is struggling with using Google Drive for storing Microsoft Office files that they create and edit on their PC using custom templates. Company policy encourages all emp...

You are investigating a DNS problem. Which command can you use to query DNS records from a command-line interface?

The following support ticket was submitted by an employee: I just received an important email. When I tried to print it, it did not print. It's the same printer I always use when I...

You connect with a client over WebEx. You can hear the client speaking but they cannot hear you. Which three things should the client check to get the audio working properly? (Choo...

A user reports that a Windows application is frozen. Which three methods can you use to direct the user to open a tool that can be used to close the application? (Choose three.) No...