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 2:
Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
A. IBMBluebooks
B. IBMTechnotes
C. IBMTechbooks
D. IBMRedbooks
正解:D
質問 3:
What would a L1 support professional use Really Simple Syndication (RSS) feed for?
A. to program an application.
B. to change a Web page.
C. to subscribe to updates from a Web page.
D. as a reliable tool for Site Services.
正解:D
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:
While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?
A. Requeue the PMR using the "No Change" option to adjust time recording.
B. Immediately requeue the PMR with no time adjustment.
C. Continue to work on the PMR and adjust time recording for the meeting.
D. Continue to work on the PMR with no time adjustment.
正解:C
質問 6:
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. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D. To ensure our customers can understand what has been written.
正解:A
小松** -
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