IBM C9510-526 問題集 : IBM Application Integration Middleware L1 Support Application Development

A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

• A. 4
• B. 3
• C. 1
• D. 2

Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

• A. notification to the resolution team on critsit PMRs
• B. an email address to send notification when password is locked.
• C. RETAIN Notify to send Problem Management Report (PMR) notification.
• D. CallCenter to authenticate at the login time.

When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

• A. Use them; write out the name then in parenthesis place the acronym.
• B. Do not use them as the external users may not know them.
• C. Do not use them as the external and internal users may not know them.
• D. Use them; if people do not know then it is up to them to figure them out.

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. the error information down to just the relevant section and remove any confidential information
• B. editing out all of the error information, including any confidential information
• C. in its entirety
• D. Editingthe error information down to just the relevant section

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 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.
• 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. 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. 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.