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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Processes & PMR Management | 35% | - Problem Management Record (PMR) Lifecycle - Severity Levels & Escalation Procedures - Documentation & Case Handling Standards |
| Topic 2: IBM Support Tools & Resources | 30% | - Knowledge Base & Entitlement Systems - IBM Support Assistant (ISA) - Assist On Site (AOS) |
| Topic 3: Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
| Topic 4: Application Integration Middleware Fundamentals | 25% | - WebSphere Integration Architecture - Basic Troubleshooting Concepts - Common Integration Patterns |
Question 1
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 on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B. 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.
C. 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.
D. 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.
Question 2
A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?
A. Reinstall latest version of workbench.
B. Use IBM Support Assistant Lite with Add-on.
C. Reinstall Add-on.
D. Update workbench with Add-on.
Question 3
Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:
A. words.
B. understanding.
C. information.
D. intent.
Question 4
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. do nothing further.
C. document it in the current PMR.
D. open a new PMR at the same severity as the original PMR.
Question 5
When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
A. Choose a date that is best for the L1 support professional.
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. Inform the customer in writing of the date of the next follow up, and set the date to that date.
D. 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.
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: B |
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