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Exam Information
Official specifications published by Cisco
Exam Format
50 min
40-50
Variable (typically 750-850)
Entry
Registration
$125 USD
Pearson VUE or online proctoring
English, Arabic, Chinese (Simplified), Spanish +3 more
Validity
5 years (for exams taken after July 15, 2025); Lifetime (for exams taken before July 15, 2025)
Pass any CCST certification exam; Pass any Cisco associate-level certification exam; Pass any Cisco professional-level certification exam
100-140 Exam Topics and Domains
100-140 is organized into 6 weighted domains. Expect to work with AnyDesk, Device Manager, ifconfig, ipconfig, and more.
1
IT Support Job Tasks and Responsibilities
Help Desk Concepts
Queue ManagementTime ManagementService Level Agreements (SLAs)
- Demonstrate understanding of help desk queue management principles
- Apply time management techniques in support scenarios
- Interpret and follow SLA requirements
Documentation Practices
Ticket DocumentationKnowledge Base Articles
- Document support incidents comprehensively
- Create effective knowledge base articles
- Maintain accurate solution documentation
Problem-Solving Process
Systematic Troubleshooting Methodology
- Apply systematic troubleshooting methodology
- Gather appropriate information for problem diagnosis
- Verify and document solution effectiveness
2
Hardware Issues
Safety Procedures
ESD PreventionComponent Handling
- Implement ESD prevention measures
- Handle computer components safely
- Maintain a safe work environment
Device Information Tools
System Information UtilitiesDevice Manager
- Use system information utilities to gather hardware data
- Navigate Device Manager effectively
- Interpret hardware diagnostic information
Port and Cable Identification
Common Port TypesCable Types and Standards
- Identify common computer ports and connectors
- Select appropriate cables for connections
- Troubleshoot connectivity issues related to cables and ports
Computer Component Installation and Upgrades
RAM InstallationStorage Device InstallationExpansion CardsPower Supply Replacement
- Install and upgrade computer components safely
- Verify hardware compatibility before installation
- Configure new hardware after installation
Hardware Troubleshooting
Boot IssuesDisplay ProblemsPower IssuesPeripheral Malfunctions
- Diagnose common hardware failures systematically
- Apply appropriate troubleshooting techniques
- Determine when hardware replacement is necessary
3
Connectivity and Resource Access Issues
Network Resource Access
File Share AccessNetwork Printer ConnectivityResource Permissions
- Configure access to network resources
- Troubleshoot resource access issues
- Understand network permission structures
Peripheral Connectivity
Printer Setup and TroubleshootingExternal Device Connections
- Set up various peripheral devices
- Install and update device drivers
- Troubleshoot peripheral connectivity problems
Network Connectivity Fundamentals
IP Addressing BasicsDHCP and DNSWireless ConnectivityEthernet Connections
- Understand basic IP networking concepts
- Configure network settings for connectivity
- Troubleshoot common network issues
Diagnostic Command Usage
Network Diagnostic Commands
- Use command-line tools for network diagnosis
- Interpret diagnostic command output
- Apply appropriate commands for specific issues
4
Operating System and Application Issues
Windows OS Troubleshooting
Windows UpdatesDisplay SettingsUser Account IssuesSystem RestoreRegistry Basics
- Troubleshoot common Windows OS issues
- Configure Windows settings appropriately
- Use Windows recovery and restore tools
macOS Troubleshooting
macOS UpdatesSystem PreferencesUser PermissionsDisk UtilityTime Machine
- Troubleshoot common macOS issues
- Configure macOS system settings
- Use macOS recovery and backup tools
Mobile Device Support
iOS TroubleshootingAndroid TroubleshootingMobile Device Management (MDM)
- Provide basic support for mobile devices
- Troubleshoot common mobile OS issues
- Understand mobile device management basics
Virtualization and Cloud Terminology
Virtual MachinesCloud Service ModelsRemote Desktop Services
- Understand basic virtualization concepts
- Identify different cloud service models
- Support remote desktop connections
Application Issue Resolution
Software InstallationCompatibility IssuesPerformance OptimizationApplication Crashes
- Install and configure applications correctly
- Troubleshoot application issues
- Optimize application performance
5
Common Threats and Preventions
Security Threat Identification
Malware TypesPhishing Attacks
- Identify common security threats
- Recognize malware indicators
- Detect phishing attempts
Social Engineering Awareness
Social Engineering Techniques
- Recognize social engineering tactics
- Understand psychological manipulation in attacks
- Apply best practices to prevent social engineering
Company Policy and Confidentiality
Data Protection PoliciesPassword PoliciesAcceptable Use PoliciesPII Handling
- Understand corporate security policies
- Handle confidential information appropriately
- Follow security best practices
6
Job Tools
Remote Access Software
Remote Desktop ToolsVPN Connections
- Use remote access tools effectively
- Establish and troubleshoot remote connections
- Maintain security during remote support
Troubleshooting Research Techniques
Knowledge Base UtilizationResearch Resources
- Research technical issues effectively
- Utilize knowledge bases and documentation
- Verify and apply researched solutions
AI and Knowledge Base Utilization
AI Tools in IT Support
- Utilize AI tools effectively in support tasks
- Understand AI limitations and risks
- Verify AI-generated solutions before implementation
Documentation Tools
Ticketing SystemsDocumentation Best Practices
- Use documentation tools effectively
- Create clear and comprehensive documentation
- Maintain accurate support records
How do I earn this certification?
Passing 100-140 earns the Cisco Certified Support Technician (CCST) IT Support certification. It sits in the IT Support Technician track.
Current Level Exams
- 100-150 - CCST NetworkingEntry-level networking certification
- 100-160 - CCST CybersecurityEntry-level cybersecurity certification
Next Level Options
- 200-301 - CCNAFoundation networking certification
- 200-201 - CyberOps AssociateSecurity operations certification
- 200-901 - DevNet AssociateSoftware development and network automation
Alternative Paths
- CompTIA A+ Widely recognized entry-level IT certification covering similar topics
- CompTIA Network+Entry-level networking certification
- Microsoft 365 Certified: Fundamentals Entry-level Microsoft cloud services certification
- Google IT Support Professional Certificate Online certificate program covering IT support fundamentals
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for 100-140 is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2024-04-05
Updates
- AI and Machine Learning in IT Support Current Domain 6 now includes AI chatbots, predictive AI, and generative AI topics • Release date: 2024-04-05
- Mobile Device Management (MDM) Current Emphasis on MDM concepts in mobile device support section • Release date: 2024-04-05
- Cloud Services (SaaS/IaaS/PaaS) Current Cloud terminology and basic concepts included in Domain 4 • Release date: 2024-04-05
- Remote Work Technologies Current Enhanced coverage of remote access tools and VPN in Domain 6 • Release date: 2024-04-05
Who should take this exam?
This exam is typically taken by Entry-level IT support professionals and Help desk technicians.
- Basic understanding of computer hardware and software
- Familiarity with Windows and macOS operating systems
- Basic networking concepts
- 6-12 months of hands-on IT support experience (recommended but not required)