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 2:
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 3:
The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?
A. List Primary
B. List Calls
C. List Queues
D. ListPMRs
正解:C
質問 4:
A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?
A. 4
B. 1
C. 3
D. 2
正解:B
質問 5:
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 6:
Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:
A. CallCenter to authenticate at the login time.
B. RETAIN Notify to send Problem Management Report (PMR) notification.
C. an email address to send notification when password is locked.
D. notification to the resolution team on critsit PMRs
正解:A
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