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最新的 WebSphere C2180-526 免費考試真題:

1. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Close the PMR.
B) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Re-entitle the PMR for any product and work on the PMR.

2. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Discuss with a coworker as to whether the PMR should be closed.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Close the PMR without asking the customer if there is anything else IBM can help with.
D) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.

3. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems or Middleware products.
B) specialized support on Operating Systems or Middleware products
C) additional and specialized support on Middleware products.
D) additional and specialized support on Operating Systems.

4. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call the customer as it is quicker to talk to them to figure out the issue.
B) Communicate in the fashion desired by the customer.
C) Call or email them, both are useful tools of communication.
D) Email the customer as it is quicker than calling them.

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) Choose a date that is best for the L1 support professional.
D) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.

問題與答案：