最新的WebSphere認證 C2180-526考試題庫

問題1

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

A. Call or email them, both are useful tools of communication.

B. Communicate in the fashion desired by the customer.

C. Email the customer as it is quicker than calling them.

D. Call the customer as it is quicker to talk to them to figure out the issue.

正確答案: C

問題2

Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A. Description

B. IBM business justification

C. Priority

D. Requested Completion Date

正確答案: C

問題3

As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A. search numerous databases concurrently

B. run diagnostic tools

C. remote log-in to a client's machine to assist in gathering log files

D. collect the correct set of documentation

正確答案: A

問題4

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. 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".

B. 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.

C. Re-entitle the PMR for any product and work on the PMR.

D. Close the PMR.

正確答案: B

問題5

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 to the queue on which the Primary resides.

B. 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.

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.

正確答案: A

問題6

What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A. to change a Web page.

B. to subscribe to updates from a Web page.

C. to program an application.

D. as a reliable tool for Site Services.

正確答案: D

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