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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 manual IP address.
Which two possible negative effects could this have? (Choose two.)
Note: You will receive partial credit for each correct selection.
A manually assigned IP can conflict with the DHCP pool, causing another device that the DHCP server assigns the same address to lose connectivity.
If the static IP is outside the correct subnet or doesn't match the network's gateway/DNS settings, the PC may be unable to communicate on the network.
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 successful completion of those milestones?
A Service Level Agreement (SLA) is the formal document that specifies the services provided, performance standards, and any penalties or compensation related to meeting those service milestones.
What is the primary purpose of implementing a Mobile Device Management (MDM) solution in an enterprise environment?
MDM solutions let IT enforce security policies --- such as requiring device encryption, up-to-date OS versions, PIN/passcode rules, and approved apps --- before allowing mobile devices to connect to corporate networks or access company data.
Which action must a service desk technician take to resolve a printer driver failure on a desktop PC?)
A printer driver failure indicates the software component that enables the OS to communicate with the printer is missing or corrupt. Updating (or reinstalling) the device driver software restores proper communication and resolves the issue.
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 with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued.
What should you do?
Before performing a privileged action like a password reset, you must verify the caller's identity. Calling Jane Doe's manager at a known company number ensures proper authentication.
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 user's issue. After defining the problem and gathering detailed information, the technician suspects the most probable cause of the issue is a misconfiguration in the user's network settings.
What should the technician do next?
According to the standard troubleshooting process, after you establish a probable cause you must test that theory before implementing any changes. Checking if other users are affected helps confirm whether the issue is isolated to the one user's settings (supporting your misconfiguration theory) or is a broader network problem.
Exam domains verified against: Official Cisco 100-140 exam guide, last checked October 2026.
Help desk technicians manage ticket queues, create clear documentation of customer interactions, and follow a structured seven-step problem-solving process. Understanding service level agreements, key performance indicators, and effective communication ensures customers receive timely support and have complete records for future reference.
Technicians identify and work with desktop and laptop components including processors, RAM, storage drives, and expansion cards. Safety procedures for electrical hazards and ESD protection are essential, along with using diagnostic tools like Device Manager and understanding port types, cable standards, and proper e-waste disposal.
Sample question from this domain above: Q4
Supporting users' network access means understanding directory services like Active Directory, setting up multifactor authentication, mapping shared drives, and verifying permissions. Troubleshooting peripheral connectivity covers printers, headsets, external drives, keyboards, mice, and other devices that depend on proper driver and connection management.
Technicians assist users across Windows, macOS, iOS, and Android with display settings, software updates, process termination, and cloud backup solutions. Understanding power management, boot sequences, accessibility features, and basic virtualization concepts prepares support staff to help users resolve daily operating system and application problems.
Help desk staff recognize phishing, malware, spoofing, and social engineering attacks, often becoming targets themselves. Promoting strong password practices, running malware scans, and protecting confidential and personally identifiable information demonstrates security awareness that prevents breaches and protects the organization.
Remote support tools like Cisco Webex, Remote Desktop, and TeamViewer enable technicians to diagnose and resolve issues without visiting the user's location. Knowledge bases, search engines, technical forums, and AI-powered research tools help troubleshoot novel problems while maintaining accurate internal documentation for team reference.
Common questions about the exam itself
