C9510-526 全真模擬試験 DEMO

問題1: 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. 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.
B. 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.
C. 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.
D. 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.
正解: B