Vendor
: IBM
Exam Code : C2180-526
Version: Demo
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Q: 1 Why is performing follow up (FUP) on the date set important? A. To show the customer that they have not responded. B. To ensure the customer knows they need to send in files. C. It shows the customer that the Problem Management Record (PMR) is in need of being worked on. D. It shows commitment to our customers by the support professional. Answer: B Q: 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. Reinstall Add-on. C. Update workbench with Add-on. D. Use IBM Support Assistant Lite with Add-on. Answer: D Q: 3 What is the best reason for quality written technical communication? A. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent. B. Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent. C. To ensure our clients can read and understand emails. D. To ensure our customers can understand what has been written. Answer: B Q: 4 Which one of the following is not a way to show good communication with our customers? A. Show a positive attitude. B. Keep the focus on the goal of solving the problem. C. Match the customer's technical language and technical level. D. Show lack of interest to how the problem is impacting the customer. Answer: D Q: 5 Where can a published Technote be found? A. inCallCenter B. in RETAIN C. in the LI Support teamroom D. on the IBM Support Web site Answer: D Q: 6 Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))? It is an IBM application where customers can: A. open, update and list their PMRs.
B. register and ask for software support. C. search for old PMRs, including their own. D. download official patches and fixes for their PMRs. Answer: A Q: 7 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. do nothing further. B. document it in the current PMR. C. open a new severity 3 PMR. D. open a new PMR at the same severity as the original PMR. Answer: D Q: 8 A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue. Which one of the following is an appropriate course of action for the L1 support professional? Verify that the new documentation is readable. A. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it. B. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides. C. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it. D. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue. Answer: B