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質問 1：
A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
A. the error information down to just the relevant section and remove any confidential information
B. in its entirety
C. editing out all of the error information, including any confidential information
D. Editingthe error information down to just the relevant section
正解：D
質問 2：
The IBM Support Assistant (ISA) Blue tool is an?
A. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
B. tool for both internal and external use
C. internal tool to capture audit trail information of customer navigation to support site.
D. externally available tool for customers
正解：B
質問 3：
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. open a new severity 3 PMR.
B. document it in the current PMR.
C. do nothing further.
D. open a new PMR at the same severity as the original PMR.
正解：D
質問 4：
A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
A. can be refreshed to always show current information.
B. will be translated to the National Language.
C. can be animated like a Power Point presentation.
D. can be personalized.
正解：D
質問 5：
While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?
A. the Owner ID of the other PMR
B. the ID of the L1 Support professional
C. the ID of the L2 support professional
D. nothing; leave it empty to avoid any confusion
正解：B
質問 6：
When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?
A. Close the PMR without asking the customer if there is anything else IBM can help with.
B. Discuss with a coworker as to whether the PMR should be closed.
C. Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
D. 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.
正解：A
A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
A. the error information down to just the relevant section and remove any confidential information
B. in its entirety
C. editing out all of the error information, including any confidential information
D. Editingthe error information down to just the relevant section
正解：D
質問 2：
The IBM Support Assistant (ISA) Blue tool is an?
A. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
B. tool for both internal and external use
C. internal tool to capture audit trail information of customer navigation to support site.
D. externally available tool for customers
正解：B
質問 3：
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. open a new severity 3 PMR.
B. document it in the current PMR.
C. do nothing further.
D. open a new PMR at the same severity as the original PMR.
正解：D
質問 4：
A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
A. can be refreshed to always show current information.
B. will be translated to the National Language.
C. can be animated like a Power Point presentation.
D. can be personalized.
正解：D
質問 5：
While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?
A. the Owner ID of the other PMR
B. the ID of the L1 Support professional
C. the ID of the L2 support professional
D. nothing; leave it empty to avoid any confusion
正解：B
質問 6：
When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?
A. Close the PMR without asking the customer if there is anything else IBM can help with.
B. Discuss with a coworker as to whether the PMR should be closed.
C. Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
D. 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.
正解：A
Harima -
Pass4TestのC9510-526の問題集を習得して本場試験に合格した。しかも高得点。次はP9530-039に挑戦したいと思います！