Online Access Free C9510-526 Practice Test

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.In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
• C.Choose a date that is best for the L1 support professional.
• D.Inform the customer in writing of the date of the next follow up, and set the date to that date.

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

While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

• A.document it in the current PMR.
• B.open a new PMR at the same severity as the original PMR.
• C.do nothing further.
• D.open a new severity 3 PMR.

Which one of the following functions is provided by the Technical Support organization flashes?

• A.Search, List by Product ID, Activity last 12 month
• B.List by Product Activity last 12 month. Search by submitter
• C.Advanced Search, List by submitter. Activity last month
• D.List by product. Activity last month. List by Doc ID

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

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