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| Section | Objectives |
|---|---|
| Topic 1: Tools and Support Processes | - Support tools usage
|
| Topic 2: Troubleshooting and Diagnostics | - Diagnostic procedures
|
| Topic 3: Fundamentals of Application Integration Middleware Support | - Middleware architecture and components
|
| Topic 4: Customer Support and Problem Management | - Handling customer inquiries
|
1. What would a L1 support professional use Really Simple Syndication (RSS) feed for?
A) to program an application.
B) as a reliable tool for Site Services.
C) to subscribe to updates from a Web page.
D) to change a Web page.
2. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:
A) Codedefect.
B) Installassistance for an APAR or Program Temporary Fix (PTF).
C) Circumventiongiven.
D) fixtest given.
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.
4. 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.
5. 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.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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