最新的IBM C9510-526免費考試真題

問題1

Where can a published Technotebe found?

A. on the IBM Support Web site

B. in RETAIN

C. in the LI Support teamroom

D. inCallCenter

正確答案: A

問題2

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

A. internal tool to capture audit trail information of customer navigation to support site.

B. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution

C. tool for both internal and external use

D. externally available tool for customers

正確答案: C

問題3

Which one of the following functions is provided by the Technical Support organization flashes?

A. List by Product Activity last 12 month. Search by submitter

B. List by product. Activity last month. List by Doc ID

C. Search, List by Product ID, Activity last 12 month

D. Advanced Search, List by submitter. Activity last month

正確答案: D

問題4

While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A. Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

B. Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

C. Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

D. Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.

正確答案: A

問題5

Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A. intent.

B. information.

C. understanding.

D. words.

正確答案: C

問題6

Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A. IBM business justification

B. Description

C. Requested Completion Date

D. Priority

正確答案: D

最新的IBM Application Integration Middleware L1 Support Application Development - C9510-526免費考試真題

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