A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?
A. Advise the customer that IBM is doing everything possible to resolve their PMRs.
B. Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
D. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
正解:B
質問 2:
What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
A. last instance of a final service given code on PMRs.
B. first instance of a final service given code on PMRs.
C. T9 service given code.
D. non-definitive last service given code on PMRs.
正解:B
質問 3:
A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:
A. Call Generate a new Severity 2 secondary PMR onto the L1 queue
B. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C. ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
D. Call Generate a new Severity 2 secondary PMR onto the L2 queue.
正解:B
質問 4:
When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?
A. R9
B. 99
C. 19
D. 39
正解:D
質問 5:
While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:
A. on the defect PMR.
B. using a service given code of T9.
C. on a new non-defect PMR.
D. using a service given code of R9.
正解:A