최신 WebSphere C9510-526 무료샘플문제:
1. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
A) in its entirety
B) Editingthe error information down to just the relevant section
C) the error information down to just the relevant section and remove any confidential information
D) editing out all of the error information, including any confidential information
2. 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) Test Case
B) Transaction data
C) Target
D) Transfer
3. Why is performing follow up (FUP) on the date set important?
A) To ensure the customer knows they need to send in files.
B) To show the customer that they have not responded.
C) It shows commitment to our customers by the support professional.
D) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
4. The IBM Support Assistant (ISA) Blue tool is an?
A) tool for both internal and external use
B) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
C) internal tool to capture audit trail information of customer navigation to support site.
D) externally available tool for customers
5. Which one of the following is not a way to show good communication with our customers?
A) Show lack of interest to how the problem is impacting the customer.
B) Show a positive attitude.
C) Keep the focus on the goal of solving the problem.
D) Match the customer's technical language and technical level.
질문과 대답:
| 질문 # 1 정답: B | 질문 # 2 정답: A | 질문 # 3 정답: A | 질문 # 4 정답: A | 질문 # 5 정답: A |
1043 개 고객 리뷰
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