Online Access Free C2180-526 Practice Test

Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

• A.IBM Support Assistant
• B.IBM Electronic Knowledge Database
• C.IBM Software Assistant
• D.IBM Assist on Site

What is the best reason for quality written technical communication?

• A.Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
• B.To ensure our clients can read and understand emails.
• C.To ensure our customers can understand what has been written.
• D.Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

• A.ask the customer to engage IBM Services, and then close the PMR.
• B.ask the customer to engage their development team, and then close the PMR.
• C.close the PMR.
• D.ask the customer to contact their Account Representative, and then close the PMR.

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 to get with their Customer Support Rep to add the PMRs to their CritSit.
• 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 that IBM is doing everything possible to resolve their PMRs.

The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

• A.Only IBM employees where they can access it from the intranet.
• B.IBM employees that are registered in ECuRep.
• C.Every one as it'sacess is public from the internet.
• D.IBM employees and Customers who are registered in ECuRep