Free IBM C9510-526 Exam Dumps Questions & Answers

A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

• A.ask the customer to contact their Account Representative, and then close the PMR.
• B.close the PMR.
• C.ask the customer to engage their development team, and then close the PMR.
• D.ask the customer to engage IBM Services, and then close the PMR.

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.1
• B.3
• C.2
• D.4

Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

• A.Requested Completion Date
• B.IBM business justification
• C.Priority
• D.Description

While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

• A.on a new non-defect PMR.
• B.using a service given code of T9.
• C.on the defect PMR.
• D.using a service given code of R9.

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.