最新のC9510-526問題集で試験を準備する

When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

• A. Communicate in the fashion desired by the customer.
• B. Call the customer as it is quicker to talk to them to figure out the issue.
• C. Email the customer as it is quicker than calling them.
• D. Call or email them, both are useful tools of communication.

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

• A. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
• B. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
• C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
• D. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.

While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

• A. document it in the current PMR.
• B. open a new PMR at the same severity as the original PMR.
• C. do nothing further.
• D. open a new severity 3 PMR.

Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

• A. Transaction data
• B. Test Case
• C. Target
• D. Transfer

The IBM Support Assistant (ISA) Blue tool is an?

• A. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
• B. internal tool to capture audit trail information of customer navigation to support site.
• C. tool for both internal and external use
• D. externally available tool for customers