Free IBM C9510-526 Exam Dumps Questions & Answers

Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

• A.  register and ask for software support.
• B.  open, update and list their PMRs.
• C.  download official patches and fixes for their PMRs.
• D.  search for old PMRs, including their own.

Where can a published Technotebe found?

• A.  in RETAIN
• B.  in the LI Support teamroom
• C.  on the IBM Support Web site
• D.  inCallCenter

While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

• A.  Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
• B.  Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
• C.  Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
• D.  Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

• A.  the customer's support contract
• B.  L2 support
• C.  L1 support
• D.  the customer contact

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

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